What is Mystery Shopping?

The purpose of Mystery Shopping is to examine how organisational policies and procedures are translated into actual customer service provision. In other words, it focuses on the customer’s experience of Housing Management. Mystery Shopping is not used to ‘catch people out’; queries are not obscure or complicated. The scenarios used relate to everyday issues and Mystery Shoppers are trained to be objective in their approach.

The Mystery Shopping Exercise is well presented, concise, easy to read, and extremely useful in highlighting areas where we are performing well and areas where we could do better.

It’s an essential tool for continuous improvement and enhanced service delivery.
— Maurice Millar, Triangle Housing Association

We can:

  • Develop a Mystery Shopping Programme
  • Provide training for tenant Mystery Shoppers
  • Carry out Mystery Shopping exercises
  • Write reports and recommendations

What is Tenant-Led Inspection?

Tenant-Led Inspections are where a small team of customers, i.e. tenants, work together to closely examine the service provided by a landlord. They provide an opportunity to examine how organisational policies and procedures are translated into actual customer service provision.  In other words, they focus on the customer’s experience of Housing Management. Tenant Led Inspections should complement other existing research such as tenant satisfaction surveys, Customer Journey Maps, and Mystery Shopping exercises.

We can:

  • Develop a programme of inspections
  • Provide training for tenant led inspectors
  • Undertake inspection and provide Independent support during the inspection process
  • Write reports and recommendations

What is Customer Journey Mapping?

The purpose of Customer Journey Mapping is to get the tenant's experience of a particular service provided by a landlord. The tenant is interviewed and is taken through the landlord's policies and procedures and asked about their experience at each stage. The feedback is recorded and recommendations are made for improvement.

We can:

  • Develop a Customer Journey Mapping programme
  • Support customers to take part in the exercise
  • Write reports and recommendations