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What are Mystery Visits?

Mystery Visitors are volunteers who live in or visit the city and carry out spot checks in Glasgow Life venues on our behalf.

They are provided with pre-determined checklists to complete following their visit. The checklist focuses on customer service issues and provides an overall score for the venue.

This evidence is used to continually improve the quality of service we deliver.

If you would like to join our growing number of volunteers and become a mystery visitor, please contact: mysteryvisitors@glasgowlife.org.uk

Related Documents

Corporate Service Standards

Related Links

Customer Comments Form

Customer Complaint Form

Freedom of Information

Year 2014 - 2015

The average Mystery Visit score for all Glasgow Life venues in this period was 83%.

Here are some improvement actions implemented as a result of the Mystery Visitor Programme:

Venue: Woodside Public Hall
You said: The main gates need repainted
We did: Gates were repainted

Venue: Glasgow Club Drumchapel
You said: No accessible parking at venue
We did: Two new accessible parking spaces were allocated with new signage

Venue: Geoff Shaw Community Centre
You said: Graffiti on the walls, bins and toilet area
We did: All graffiti was removed

Venue: Pollokshaws Library
You said: No fax number on the website
We did: A fax number was added

Year 2015 - 2016

The average Mystery Visit score for all Glasgow Life venues in this period was 83%.

Here are some improvement actions implemented as a result of the Mystery Visitor Programme:

Venue: Pollokshaws Library
You said: It is very dark in the adult reading section
We did: Light fittings were replaced in this area

Venue: The Mitchell Library
You said: The library is dark in places
We did: There is a programme of re-lamping in various areas taking place in The Mitchell Library presently being undertaken

Venue: Netherton Community Centre
You said: The main hall is very cold
We did: Heaters were repaired

Venue: Drumoyne Community Campus
You said: Dance studio and fitness gym are very warm
We did: Air conditioning unit was repaired

Venue: Glasgow Club Tollcross
You said: Health suite sauna cabin needs repaired
We did: Sauna bench slats were repaired

Venue: Glasgow Club Donald Dewar
You said: Can you fix the air conditioning unit in the lower gym
We did: Air conditioning unit fully repaired