Frome’s young people are helping shape the future of the town centre through a new ‘Secret Shopper’ project with Frome Town Council (FTC).
In 2025, FTC visited 14 schools and educational settings as part of a School Council Voice Project, speaking with young people about what matters most to them in their schools and in Frome as a whole. One of the strongest themes was the experience of using the town centre, particularly food outlets.
In response, FTC launched its first Secret Shopper project, working with a group of Year 9 students to better understand how young people experience local businesses and community spaces. Frome Library and the Cheese and Grain agreed to take part, knowing they would be visited by the ‘secret shoppers’ during a six-week period – although not when, or by whom.
The 12 students, all working towards their Bronze Duke of Edinburgh (DofE) Award, took part as part of the volunteering element of the programme. Working alongside FTC staff, they helped design the project before carrying out visits and feeding back their findings.
Steve Macarthur, Director of the Cheese and Grain, said: “The secret shoppers reported back to us with really helpful suggestions. Their criticisms were based on sound observations and were very reasonable and will certainly help us improve. The C&G is grateful that they found the time to do this, and they clearly applied themselves to the task conscientiously. There was good news in their report and praise for our staff, which will be shared, of course, with our front of house team.”
One young participant said: “I believe that Secret Shopper as a project will help our youth community. My experience so far has been very nice interactions with all staff, which is incredibly important. Some businesses and shops are wary of teens and young people, fearing they may steal or vandalise which, of course, can be said for some people and is a valid concern – but not every teen is like that.”
Cllr Nick Dove said: “Young people deserve to feel welcomed, respected and included in the town centre. This project has given businesses the chance to hear directly from them about what works well and where improvements could be made. Well done to all of them for approaching the project so thoughtfully and professionally, and thanks to Frome Library and the Cheese and Grain for volunteering to be secret shopped.”
Councillors will review the project and decide whether to proceed with more secret shopper projects later in the year.
