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Mystery Shopping

Mystery Shopping is one of the ways we can find out if we are living up to our promises.

Residents call the office pretending to have a question or problem and fill in a report on how well we deal with the query.

And earn themselves some vouchers at the same time!
What is Mystery Shopping?
Mystery shopping is a type of market research.  We train residents to observe, experience and rate the service they receive from us.

Why do Mystery Shopping?
It gives us information about the quality of our services so that we can identify problem areas and improve.

What does a Mystery Shopper do?
A resident mystery shopper acts as a customer and phones Solon with a planned enquiry which monitors the quality of customer service.  They then report back on their experiences in a detailed and objective way.
For example, you may be asked to phone the office and ask for information about how to deal with Anti-Social Behaviour.  You would monitor how long it took staff to answer, how you were greeted and how professionally your request was handled - was the person you spoke to polite and helpful?
You would then report back by filling in a questionnaire.

We might also work with other Housing Associations to mystery shop each-other.

How do I become a Mystery Shopper?
Complete the application form by clicking on the link on the right, download a paper application form, or contact us and we can send you one. 
You will need to complete some training before you do your first mystery shop. 
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