Mystery Shopper
Go undercover and help to improve our services.
Ever fancied working as an undercover detective? By becoming a mystery shopper, you’ll get the chance to test what we do without us knowing it. Our mystery shoppers play an important role by giving us a true picture of how we interact with residents.
What would I do?
You’ll conduct a mystery shop by using your own customer details and presenting a made-up scenario for staff to handle. It might mean phoning the contact centre or visiting reception. For example, we might ask you to test how quickly a call was answered, how our staff spoke to you and whether you were given the right information.
After each mystery shop you’ll record your experience by filling in a simple questionnaire. Your comments will then be presented to our Ccontinuous Iimprovement Panel for review. If a particular service needs to improve, we’ll work with the panel to decide how to do this.
Is it for me?
To be a Mystery Shopper you’ll need to be confident talking to people over the phone or in person. You’ll also need to be professional, discreet and be able to meet deadlines. Full training will be given at the start and we expect each mystery shop to take around 30 minutes. You won’t need to do more than three mystery shops a year.
Hands up if you'd like to be a Mystery Shopper!
If this sounds just right for you or if you'd like more information, you can contact our Resident Engagement team using our online get involved enquiry form or email them at get.involved@networkhomes.org.uk.
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