Mystery shopping
What is mystery shopping?
Mystery Shopping is very 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 an opinion about a service that you receive.
Why do we do it?
This gives you the opportunity to give us feedback on the quality of services that we provide to you, our customers. We can then focus on what needs to be done to improve the service that we provide.
What services are mystery shopped?
Currently there are 21 residents who carry out mystery shopping 'missions' each month. About 6 of the mystery shoppers check empty properties the week before they are re-let to see if they meet our re-let standard.
All 21 of our mystery shoppers make phone calls and send emails/letters to see if we are working within the customer service standards set.
Results
Since April 2010 mystery shoppers have looked at 337 empty properties before they were re-let. 331 of our empty properties met the relet standard!
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