Mystery Shopping
Tenant Mystery Shoppers are playing an important
role in driving service improvement across the Trust.
Since the launch of the Trust’s
service standards in July, 16 tenants have regularly been testing
our services to ensure that we are delivering them to the standards
we have promised in the ‘Local Offer to Tenants’.
The services ‘shopped’ so far include
Income Management, Repairs, Gas Services, Estate Management, Lettings Services
and Customer Contact & Communication.
As part of the ‘shop’ Mystery shoppers call,
write or email staff members with everyday questions about the
particular service and are provided with model answers to those
questions so they can assess the quality of the information given
and whether it reflects our policies and standards. In addition,
shoppers also monitor how long it takes staff to answer the phone,
how they greet customers and how professionally they handle
requests or enquiries, including if staff are polite and
informative.
Mystery shoppers then report back to us what
they found out and we work together to make recommendations for
improvements if needed.
The feedback from the shops carried out so far
has been mainly positive with the majority of shoppers reporting
good or excellent experiences. However, shoppers have also
identified where in some instances we have failed to meet the
expected standard. These include:
- The length of time to answer a telephone
call.
- Failure of staff to identify themselves
and/or the organisation to tenants on the telephone.
- Staff not wearing name badges.
- Tenants being asked to give details of their
name and address before their query could be dealt with.
- Tenants not being given all of the
information they should have expected to receive.
The findings from the shops have been put into
reports and fed back to the managers of those services who assess
what actions are needed to address the issues and improve the
customer experience.
Each of the reports and the actions
being taken to address the issues raised can be
downloaded below for information.
Mystery Shopping reports
Estate
Management.
Gas
Servicing.
Income
Management.
Neighbourhood Services.
Older
Persons.
Repairs.
Resident Involvement.
Voids
and Lettings.
Mystery Shopping actions
Quarter 3.
Quarter 2.