We have recently published a report, following a recent mystery shopping exercise looking at our contact centre, to test the customer experience at ‘first point of contact’.Mystery Shopping Report - Contact Centre April 2020
Our mystery shopping programme offers useful feedback to improve the delivery of our frontline services and increase customer satisfaction. We now have ‘pool’ of residents that are trained to be mystery shoppers but we are keen to recruit more interested residents.
One of our newly recruited mystery shopper, offered the following feedback having participated in this exercise “Overall, it was a great experience to obtain more information how Rosebery works; I learnt about what improvement means and what form of contact works the best for me. I personally preferred using the webchat and My Rosebery. I enjoyed participating in something new and contributing to improve service”
If this sounds like something that you’ll be interested in doing or would just like to find out further information. Please can you email our Customer Experience Team on: firstname.lastname@example.org