Mystery Shopping
What is Mystery Shopping?
Mystery Shopping is similar to Market Research, it goes on in
all walks of life.
Think of the many times you have been stopped in the street or
phoned up to get your opinion about a service you receive!
Mystery Shopping evaluates our service from the point of view of
you the customer. Shoppers are trained to experience and
measure any customer service process by acting as
potential/existing customers and undertaking a series of agreed
tasks.
Mystery
Shopping Information Pack
(PDF
201KB)
Mystery Shopping
Results
(PDF 273KB)
| Questions |
Answers |
Who can become a Mystery Shopper?
|
Every single tenant or leaseholder can become a mystery
shopper.
It requires certain skills and personal qualities and you may
need some assistance to record your shopping experience.
|
Who can be our eyes and ears on the ground?
|
As above, anyone can as long as you can get to grips with a
checklist of things to look at - and can physically get to
different locations to look at them.
|
How much could you do?
|
As few as 6 visits a year or if you want to do more, you
can. So a minimum of 1 day half session on checklists and
then at least 1 day to do 3 visits - a small commitment each year -
or a much heavier time commitement - if you want to do more.
|
How many mystery shops can you do?
|
As few as 5 a year or if you want to do more, you can. We
estimate that you can do 3 personal visit mystery shops in a day
and around 15-20 telephone calls or emails in one day.
|
Would you be paid for your trouble?
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For each shop you carry out you will receive a £5 High Street
Shopping Vouchers and for 15 shopper phone calls you will receive a
£5 voucher.
|
What support or training would be given to you?
|
Everyone would have to do a half day session to get to grips
with the checklists - and we will run sessions for Mystery Shoppers
at regular intervals - to swap notes and talk about trends that
mean we have too change how we do things.
|
What effect would these inspections have?
|
The whole point of testing how good or bad the service is - is
to make it better, so will hear what we are changing based on what
you have found.
In our newsletter we are devoting a page to "you said - we did"
news - so that all residents can see we are listening to what you
are saying and acting upon it too.
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