We
are proud to work alongside our colleagues at the charity ‘Shelter’.
Together we have over 15 years of experience running mystery shopping
exercises for local authority housing and homelessness services
throughout the UK. We understand the challenges and realities of
delivering advice services, and the value of detailed, robust
assessments by experts.
A mystery-shopping exercise will help you gain a detailed understanding of:
- How well you engage with customers at the point of initial contact
- How you compare with other local authorities we've recently worked with
- How you manage people, from initial contact to the diagnostic interview and advice
- How you could work more efficiently and deliver a quality, cost-effective service to your customers
Our exercises have led authorities to improve customer engagement and work more efficiently.
Who are our mystery shoppers?
Our
mystery shoppers are selected from a database, reflecting a diverse
range of ethnicities, ages and experiences. Many have experienced
homelessness and will use their own life experiences, whilst others are
provided with scenarios to use. We ensure none of our shoppers are known
to you or have previously sought help from your service.
How is the mystery shop conducted?
The
mystery shopping generally takes place over a four-to-six-week period
at a variety of days and times. Exercises are set up to provide an
assessment of:
- The standards of access and customer care
- The approaches to gather information about service users and their situation
- The
initial advice provided, including confirmation of next steps
- Appropriate delivery or signposting to available housing options
How are the results assessed?
One
of our experienced business support consultants provides analysis of
calls and face-to-face visits as part of a written summary report.
For
telephone, online advice, or face-to-face services, each shopper is
asked to contact the Housing Options Advice team and rate their
experience against several assessment criteria, including factors such
as the initial contact, the customer-service skills, and the guidance
provided. Shelter can provide appropriate scenarios if required.
Once
the mystery shopping is completed, Shelter quality-check the calls and
the scoring from a housing perspective, then produce a detailed feedback
report.
How are the results reported?
All our mystery-shopping packages include:
- A scorecard report, using a five-point performance scale
- Detailed commentary on findings and recommendations
- A webinar presentation to feedback results and discuss recommendations and options
How much does mystery shopping cost?
Our
mystery shopping exercises are tailored to each customer's unique
requirements, ensuring a bespoke experience that aligns perfectly with
their goals and objectives. We understand that every organisation is
distinct, and so are their needs for feedback and improvement. Our
approach is highly adaptable, allowing us to design custom evaluation
criteria and scenarios that address specific concerns. Our competitive
pricing model reflects the specific needs of your business.
We
offer cost-effective solutions that are as unique as our clients,
allowing them to receive the precise level of service they require.
Contact
For
further details regarding our housing/homeless mystery-shopping
packages and to discuss your requirements, please call us on 01509 767281 or complete the form below - we
will be happy to help.
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