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Our Mystery Shopping pilot project was launched in December 2022, and looked at Customer Services. Five Derby Homes' customers volunteered to take part and were given Mystery Shopping training, including how to conduct a Mystery Shop.
Each were then given a 'real life' scenario, such as reporting a repair and requesting information on how to pay their rent, to telephone through to Derby Homes' Customer Service team.
The Mystery Shoppers then recorded the call handler's responses against a set of criteria, including how the call was answered, if they were offered an appointment if reporting a repair and if the call handler was professional and treated them with courtesy and respect. Mystery Shoppers also had the chance to make suggestions on how they felt the service they received could be improved.
Current status:Feedback is currently being considered by Senior Management Team
Our Mystery Shopping pilot project was launched in December 2022, and looked at Customer Services. Five Derby Homes' customers volunteered to take part and were given Mystery Shopping training, including how to conduct a Mystery Shop.
Each were then given a 'real life' scenario, such as reporting a repair and requesting information on how to pay their rent, to telephone through to Derby Homes' Customer Service team.
The Mystery Shoppers then recorded the call handler's responses against a set of criteria, including how the call was answered, if they were offered an appointment if reporting a repair and if the call handler was professional and treated them with courtesy and respect. Mystery Shoppers also had the chance to make suggestions on how they felt the service they received could be improved.
Current status:Feedback is currently being considered by Senior Management Team
