What does a mystery shopper do
We need to know what our customers think about our services and one of the ways we can find that out is by mystery shopping. Mystery shopping helps us to identify what we are good and highlight areas for improvement. This is done by testing our services to see how well we are meeting our agreed service standards expected and give us valuable feedback.
We have an established group which meets on agreed dates every month for a couple of hours. In January 2009 the group agreed their terms of reference and appointed a tenant group member to chair the meetings.
At the meeting we discuss:
- What services the group will check and when this will be done
- How each mystery shop will be carried out and any training needed to do it
- Decide which members of the group will undertake the shop
- Agree what questions to ask
- Agree results to be presented back to East Durham Homes
- Discuss and agree actions and feedback resulting from mystery shopping
Carrying out a mystery shop
As a shopper you may telephone East Durham Homes and assume the role of a customer wishing to use a service. You will then ask a number of questions which generally relate to the standards of service that East Durham Homes has agreed with its customers.
You then write your comments on the forms provided, if you have received an excellent service, the group can commend the staff involved. If you have received a poor service, the group can discuss what things they think East Durham Homes should be doing to improve the service to an excellent level.
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Document Created:
14/09/2009 16:30
, last modified:
16/11/2010 10:34