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Eighty five percent of staff members approached in a mystery shopper experiment offered shoddy advice on lock requirements, new research reveals.

Commissioned by the Master Locksmiths Association (MLA) the mystery shopper investigation found that 63 percent of staff in some of the UK’s best known DIY outlets rated poorly when it came to lock knowledge, while only 15 percent of ‘shoppers’ would rate advice received as satisfactory.

Three scenarios tested lock knowledge on various locking system (open, restricted and patented systems) multiple occupancy housing regulations and insurance stipulations. Mystery shoppers found a lack of understanding of lock requirements among staff meant they were not offered the right advice or asked appropriate questions.

Across all of the scenarios some vital questions were overlooked by sales staff, often meaning they were unable to provide appropriate advice on lock suitability. Following the initial enquiry only 25 percent of ‘shoppers’ were proactively asked for more information about what type of lock they needed, while only seven percent of assistants enquired about the number of keys required and just five percent asked about insurance stipulations.

In addition, none of the staff asked if locks were required for escape doors while less than two percent asked if locks were required for fire doors; factors which greatly affect retail outlets.