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Rosebery Housing Association is committed to continuous appraisal of its frontline services to residents. A key activity used by Rosebery to provide customer insight and test the standard of our customer services is our mystery shopping programme.
What is Mystery Shopping?
Offers residents the opportunity to test the quality of our services from a customer perspective and provide constructive feedback on their experiences. Residents are trained on what to do and as a thank you for their time; we offer gift vouchers for completed shops.
Following the successful recruitment of interested residents, we re-launched our mystery shopping programme in June. Our first mystery shopping exercise was to test our performance across our main customer touch points to access our services and see whether our performance meets our published service standards. The customer touch points used for this exercise were; telephone calls, letters, emails, home and office visits.
How did we do?
Our mystery shoppers gave us the ‘thumbs up’ of the 47 mystery shops that were completed, when our shoppers were asked ‘how satisfied were you with your overall experienced?’ over 77% said yes. One shopper commented by saying “It was an enjoyable experience and met my expectations”.
However, following the feedback received there are some things that we can improve. For example, shoppers suggested that we should consider a late night opening so residents that work can more easily contact us or come into the office, outside normal office hours. We accepted this and as a pilot exercise we will offer a late opening night every Wednesday’s throughout September. More information about this will be advertised nearer the time.
If you would like to see a summary of the findings and recommendations of the mystery shopping report, please check out our service improvement action plan.Mystery Shopping Service Improvement Plan
If you are interested in becoming one of our mystery shoppers please contact us.