What Is Test Purchasing and How Does It Strengthen Compliance
Test purchasing involves sending trained individuals, often volunteer shoppers, (who must be 18+) into venues to pose as regular customers. Their goal is to assess how well staff follow safety and compliance procedures in real-world scenarios, such as enforcing age-restricted sales or handling allergen enquiries. By simulating these interactions, test purchasing provides actionable insights into how well your team applies policy under pressure, helping you identify gaps, reinforce training, and maintain operational standards.
Increased Footfall Brings Increased Risk
When customer volumes rise – whether due to weekends, events, or promotional activity – the profile of your guests often shifts. You’re not just serving your regulars; you could be serving families with young children, teenagers in groups, and guests with high expectations for safety and service.
This shift brings several challenges:
- Allergen safety may become more complex. Children’s meals, modified orders, and rushed communication can increase the risk of allergen incidents.
- Age-restricted sales are more likely to be tested. Teenagers may attempt to purchase alcohol or energy drinks, especially in busy, high-turnover environments.
- Operational pressure builds. With more covers and faster service, it’s easier for checks to be missed or procedures to be skipped.
These aren’t just service issues – they’re safety and compliance risks. And they’re amplified when your team is under pressure.
What You Need to Consider
To stay ahead of these risks, hospitality businesses should take a proactive approach to preparation. That starts with understanding where the pressure points are likely to be and making sure your team is ready to handle them.
Here’s what to focus on:
- Allergen communication must be consistent and confident. Every customer should be asked about allergies, and staff must know how to access and communicate allergen information accurately. This is especially important with children’s meals, where parents expect clarity and reassurance. This is where Safe to Trade comes in. Being Safe to Trade approved shows customers that your venue meets high standards for safety and compliance, including allergen management. It gives guests peace of mind that your team is trained, your processes are robust, and you take their well-being seriously. Speak to one of our team members about how Safe to Trade can support your business here.
- Challenge 25 is a policy used to prevent underage sales of age-restricted products like alcohol, tobacco, and energy drinks. If a customer looks under 25, staff must ask for a valid photo ID to confirm they’re over 18. It should be applied without hesitation. Staff must feel confident checking ID and refusing service when needed, knowing management will support their decisions. Clear signage and consistent training are key to making this work.
- Monitoring checks should be reviewed and reinforced. These include allergen matrix visibility, kitchen cleanliness, food labelling, waste management, and trip hazard prevention. These checks are your first line of defense and should be used to identify and address issues before the holiday rush begins.
- New or temporary staff need more than a quick induction. New team members should receive practical training on allergen procedures, age verification, and escalation routes. They should also know who to go to for support during service.
How Test Purchasing Supports Your Team
Test purchasing is a valuable tool for identifying gaps in knowledge, confidence, or consistency, especially when service is under pressure. It allows you to see how your team performs in real-world scenarios and gives you the insight to act before something goes wrong.
Benefits of test purchasing include:
- Real-time insight into how policies are applied under pressure.
- Early identification of training needs or procedural gaps.
- Improved staff confidence through constructive feedback and reinforcement.
- Enhanced customer safety by proactively addressing risks.
- Stronger compliance with legal and operational standards.
- Better team accountability and awareness of expectations.
To get the most from test purchasing:
- Use it alongside your monitoring checks to build a full picture of operational readiness.
- Debrief with your team after each test, whether they passed or not. Use it as a learning opportunity, not a punishment.
- Recognise good practice. When someone handles a test purchase well, shout about it. Positive reinforcement builds confidence and encourages consistency.
Putting Test Purchasing into Practice
If you’re considering test purchasing for your venue, the process is straightforward and highly effective. Start by identifying the key areas you want to assess – such as age verification, allergen communication, or general customer service. Then, work with a reputable local provider who can supply trained test purchasers (all aged 18+) to carry out realistic scenarios in your venue.
These visits should be unannounced and designed to reflect typical customer interactions. After each test, you’ll receive a detailed report highlighting what went well and where improvements are needed. This feedback can then be used to guide training, reinforce procedures, and celebrate good practice.
Final Thought
By reinforcing your procedures, supporting your team, and using test purchasing as a proactive tool, you can protect your customers, your staff and your business, while delivering the safe, confident service your guests expect.
Because in hospitality, pressure is cyclical but preparation should be constant.
How Shield Safety Can Help
At Shield Safety, we work with businesses across the UK to strengthen their safety culture and governance to help reduce operational risks. Whether you need guidance on policy wording, training options, or real-time advice in the moment, our team is here to support you. Contact us here.
