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Become a mystery shopper!

15 October 2021

Have you ever fancied working as an undercover detective? Want to make a difference and improve the services we provide you? Then we might have the perfect opportunity for you!

Get involved and become a mystery shopper to make a difference and play an important role in testing our daily interactions with residents.

What do I need to do?

After receiving a quick, 30 minutes training, you’ll be able to inspect our services by using your own customer details and a made-up scenario for staff to handle, such as calling the contact centre or visiting reception. You won’t be asked to do more than three mystery shop a year and each will take around 30 minutes.

You’ll be given a questionnaire to record your experience and your answers will be passed to our Continuous Improvement Panel for review. If a particular issue has been identified, we’ll work with the panel to decide how to improve the service.

What difference can you make as a mystery shopper?

Earlier this year, our Data Protection team were noticing some subject access requests (SARs) were delayed and wanted to find out what was stopping them delivering an efficient service. Mystery shoppers asked for advice on SARs and when they could expect a response, the team were able to find the root of their problem. They now have less ‘delayed’ SARs and colleagues are appropriately advising customers on the matter, all thanks to our mystery shoppers!

Is it for me?

Any of our Network Homes residents can be a mystery shopper as long as you’re interested in helping us improve our services! You’ll need to be confident talking to people over the phone or in person, be discreet and committed to meeting deadlines.

If this sounds 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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