Public Services > Central Government

The mysterious case of a new identity for CCS ‘Mystery Shopper’

David Bicknell Published 16 April 2018

Crown Commercial Service says it want to find a new name for service to describe what it does more accurately and increase supplier awareness and usage


The Crown Commercial Service (CCS) is shopping around for a new, more useful name for its Mystery Shopper Service. 

The Mystery Shopper Service provides a route for suppliers to anonymously raise concerns about potential poor practice in public sector procurement. 

But CCS says feedback has told it that the name does not describe what it does well and so users have experienced difficulty in finding it online.

It wants to find a new name for the service and has put together a survey to find out what suppliers and buyers think about the service.

CCS hopes the feedback will enable it to create a new name that describes the service better, supports users when searching for it, and increases awareness of the service to encourage suppliers to use it. CCS says the survey will take no longer than 10 minutes to complete and will be open until April 25.

It said, “All concerns submitted via the service are investigated by CCS and recommendations are made to the public sector buyer on how to remedy the specific problem. This could mean adjusting a live procurement; recommending a change on a future procurement; or helping ensure suppliers get paid for work they have undertaken.

“The service is extremely important as it contributes to shaping public procurement policy allows us identify barriers that prevent SMEs from doing more business with the public sector.”


We have updated our privacy policy. In the latest update it explains what cookies are and how we use them on our site. To learn more about cookies and their benefits, please view our privacy policy. Please be aware that parts of this site will not function correctly if you disable cookies. By continuing to use this site, you consent to our use of cookies in accordance with our privacy policy unless you have disabled them.