Community
Mystery Shopping
Mystery shopping is an extremely powerful way to test customer service standards, and other standards we have to ensure consistent quality.
It is the only form of research which assesses services wholly from the point of view of the customer. Getting involved as mystery shoppers is exciting because of its links to the Inspection Regime and Best Value. Over time this kind of participation will become a key component in the genuine assessment of all customer service standards and customer care leading to continuous improvement.
What is mystery shopping?
Mystery shopping is about individuals being trained to observe, experience and measure the customer service process of Yorkshire Housing. They do this by acting as a customer and undertaking a series of agreed tasks to monitor service delivery. They then report back on their experiences in a detailed and objective way.
What is the purpose of mystery customer research?
The purpose is to provide management information to Yorkshire Housing. This helps Yorkshire Housing to improve customer services by providing information on the quality of current services.
How long will it take?
We expect residents to take 15 minutes to carry out each shop and 20 minutes to complete the questionnaire. We will agree specific times to suit you to carry out the mystery shops. They might be all together or at different times on different days.
Will I earn any money?
We don't pay for mystery shops, but all mystery shoppers can claim travel expenses and the cost of phone calls as well as claiming for lunch while out and about the region.
Will staff know that a mystery shop is taking place?
All staff will have been informed that Yorkshire Housing undertakes mystery customer research, but they will not be told when or by whom.
How do you ensure quality control?
- We will evaluate and monitor our recruitment and screening continually
- We will make every effort to assess the level of training required by mystery shoppers prior to starting on a project.
- We will provide specific training for specific projects
- We will provide ongoing support to all mystery shoppers
What skills do I need?
You will need to be:
- Available to attend a training event
- Enjoy mixing with other people
- Able to use the phone confidently and talk to other people and
- Able to complete the feedback forms
How do I become a mystery shopper?
Our customers who may be interested in becoming a mystery shopper should complete an initial application form on the website in the first instance. Or contact a member of the Tenant Involvement Team for more information. If you are accepted you will be asked to complete a full days training course before undertaking any mystery shopping.