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Mystery Shopping
"Being a mystery shopper gives me a feeling of being involved and confident in using the phone. It also shows that Berneslai Homes cares about getting it right for the customer."
Mrs Janet Moore.
"When I started as a Service Excellence Assessor I was really shy, but they are a really friendly bunch. I’ve been on some training and I have become more confident and now put my opinions over. More people should get involved, it does make a difference. Thanks for the opportunity of a lifetime."
Naomi Jones
What is mystery shopping?
Mystery shopping is a way in which we involve our customers in testing and assessing our services to ensure that we deliver services to the standards that we promise. In other words…... getting you to tell us if we are doing what we say we do and whether what we do is what you want!!!!!
Only customers can give “real” evidence about whether we meet our standards and deliver services in the way that they want.
What do mystery shoppers do?
Mystery shoppers undertake a range of activities to test our services. These include:
- visiting our reception areas to make face to face enquiries
- phoning us to make enquiries
- inspecting empty properties that are ready to let.
By joining one of our Review Panels customers also have the chance to tell us what they think of our new publications, the developments we make to our web site and review any trends or issues arising from complaints or other customer feedback.
What do we do with the findings?
The findings help us to assess how well we’re doing, test the effectiveness of staff training and highlight the areas that need improving. Regular updates will be posted on our website.
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Anyone wishing to join in any of these activities will be given training and each time you help us we will reimburse any of your costs or give you a gift voucher as a way of saying thank you.
Visit our Mystery Shopping Results page to see the latest results.
If you are interested then please contact Joanne Huxley on 01226 787673 or email: joannehuxley@berneslaihomes.co.uk