Would you like to be a ‘mystery shopper’?
Mystery shopping is an extremely powerful way to test service standards, and is a form of market research that measures services wholly from the point of view of the customer. Individuals are trained to observe and evaluate the customer service standards of an organisation by carrying out a series of agreed tasks. In this way, they are able to help the organisation identify any shortcomings in their services and the effectiveness of staff training.
Would you like to be involved in something new?
Would you like the opportunity to develop new skills?
Do you have a landline telephone – not a mobile?
Do you have some spare time during the day between 8.45am and 5pm?
If you answered ‘yes’ to all of the above, you might be just what we are looking for and could help us by training to become a ‘mystery shopper’.
Training will be held during the day and will last abut five hours. Lunch will be provided and the cost of childcare can be met by SNH on production of a receipt from a registered childminder. Transport can also be arranged if necessary.
Once trained, you will not be required to participate in all the ‘mystery shops’ that we undertake. You can accept or decline as you wish but it is hoped that once you have received the training you at least carry out some ‘shops’. We do, however, realise that this may not suit everyone and you may decide you no longer want to be involved. Retail vouchers will be given as a thank you and to cover expenses.
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MYSTERY SHOPPING OF HOUSING MANAGEMENT
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The results of the Housing Management Team mystery shopping programme overall were very positive, and a good starting point to achieving consistent excellence in service. Of the 28 calls made, 25 were answered at the first attempt by Housing Management (giving a success rate of 96.2%) and one was answered at the second attempt. A further two calls were answered and resolved by Reception.
THE KEY RESULTS
- Customers were able to access the service, and receive the information they required, promptly.
- Staff were assessed as friendly, positive and helpful.
- Staff are now more aware of the need to identify their department as part of their opening greeting..
- The fullness of the replies and in particular, referring to other sources of information (leaflets, websites etc), has been identified as an area for improvement.
If you would like to know more about Mystery Shopping, please ring Becky Pavey on 01327 322054 or email: becky.pavey@southnorthantshomes.co.uk
