A spotlight on our customer touch points

Our mystery shoppers recently completed an assessment our customer touch points. These are our Repairs, Income, Customer Experience and Neighbourhood teams. Our Mystery Shoppers evaluated the standard of service experienced at all points of contact and the key areas tested were:

  • Response times and quality of communications received via ‘My Rosebery’, emails and letters.
  • Did Rosebery adhere to customer offer and performance indicators?
  • Standard of customer service and quality of their experience.
  • Knowledge and information provided by staff.
  • ‘My Rosebery’ – shoppers were encouraged to use the Resident Portal to provide feedback on the ease of use and did the portal improve their experience.

Overall, 40 shops were carried out and Mystery Shoppers were happy with their experience and overall standard of service. They were impressed by the customer service provided by the Repairs team. One resident commented the team were “very responsive and helpful with all their queries”.

Shoppers were also very happy using the new Resident Portal. They felt it offered a useful communication channel and exceeded their expectations in terms of ease of use. They recommended a few improvements that could be made to the portal, these are outlined in the final report below. You can also read our proposed improvement plan. This will be implemented over the next few months.

Mystery Shopping Report customer touch points July 2019 Mystery Shopping Service Improvement Plan November 2019

A few key quotes from our Mystery Shoppers include:

“I loved the flexibility of the portal and found the responses came within an efficient time frame. I think it is an effective method of communication and suits people who are working full time”

“I did enjoy mystery shopping, and I identified issues that I manages to sort within this exercise. I am glad I have taken part. Overall it met my expectations. I thought the repairs team were brilliant and thorough

We are looking to recruit more mystery shoppers to test the quality of our services and offer constructive feedback on their experiences. Training is provided on what to do and as a thank you for your time; we offer gift vouchers for completed shops. If you are interested, please send us a message through your My Rosebery account or email the Customer Experience Team.

Rosebery Housing Association Limited is a charitable registered society under the Co-operative and Community Benefit Societies Act 2014. Registered No. IP27671R. Registered Provider LH4026.
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