“Indigo have been working in partnership with Tern for over two years and their attention to detail and customer service has always been above and beyond what is required. Tern provides Indigo with its own personal account manager and Tern work tirelessly to personalise Indigo services which are necessary to enhance our business delivery.”

DW, Indigo


Indigo looks after over 140,000 car parking spaces across the UK and selected Tern to conduct an ongoing independent mystery shopper review of all core operational functions and services.

Indigo uses its expertise to provide carefully designed and well managed car parks which ensure the customer parking experience is a safe and pleasurable one. The range of services they offer includes site management, machine maintenance, security, parking permits and payment notice processing.


The Proposal

Tern mystery shoppers visit car park facilities at various locations spread throughout the UK. The brief, to provide a measure of the service delivery for car parks and customer services on multiple site types and car parking ticket purchase routes.

Coverage includes:

  • Railway car parks
  • Hospital car parks
  • Ticketing machines
  • Warden controlled parking and PCNs
  • Customer Support Centre queries

All audits and mystery shop checks contain interactions with key staff on site and through the central support offices. The visits included audit of ticket machines, payment terminals, security barriers and enforcement officers challenged where required.
The mystery shopping scenarios were conducted using a mixture of written audits, video mystery shopping surveys and telephone calls. The programme was conducted on a bi-monthly basis to cover all sites under contract to ensure that service level agreements are maintained.

The Results

Blended with the softer benefits of customer service measurement, Indigo were quickly able to build an independent picture of the business as seen from the customer’s point of view.

Mystery shopping allows the client to maintain a complete overview of its operations while also being able to focus on areas for improvement through Terns’ state of the art mystery shop reporting platform. As a method of research and quality control measurement it helps  Indigo to maintain the highest standards of contract delivery on each site.

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