News
Mystery shopper
Help us to help you better!
Enfield Homes is really committed to improving customer service, and we need your help!
We are looking for volunteers to do some ‘mystery shopping’ for us to test the quality of our customer services.
Be an Enfield Homes mystery shopper
A mystery shopper poses as an ordinary customer, performs specific tasks and then gives feedback about their experiences.
We will give you some tasks, for example, ‘Call Enfield Homes to book your annual gas safety check’ and we will tell you what to expect and how the call should be dealt with.
You will then fill in a form and tell us things like:
- if the person answering your query was polite and helpful
- if the information given to you was correct, and if you got the full answer you were looking for
- whether you will need to be contacted again.
Mystery shopping is a widely used practice in all industries – research companies do it all the time, so that they can tell companies what it feels like to be a customer of their company.
We can provide support and training if required, and you can request this when you apply. The Federation of Enfield Community Associations Limited (FECA) is also working with us so you will have support from our resident's federation as well.
What about my ‘real’ queries?
We would also like feedback about ‘real’ queries too, because this is the most accurate way to assess our services.
This is the best type of mystery shopping – because it helps us to understand why you needed to contact us as well as how well we ‘handled things’.
The benefits
This exercise is going to help us to pinpoint, from the customer's perspective, what is working well and where we can improve our services.
We will give you a £50 gift voucher at the end of the year, for completing 12 mystery shops, one each month and for giving us feedback on the calls and queries that you make.
How would it work?
Interested in joining the scheme? Then please complete the form online now.
It is really important to us that our mystery shoppers reflect our community so we welcome men and women, of all age groups and ethnic backgrounds. Places are limited so don’t delay come and help us to improve our services!
What do I have to do?
Complete the form online and if you are selected, we will send you an information pack by post or email. You need to do 12 queries for the year which will include:
- 6 telephone queries
- 6 email enquiries (or by letter if you don’t have an email address).
We are happy for you to choose which query you do, as long as you do one each month. All we ask is that you complete the form online or send us the completed form from Housing News in the prepaid envelope provided.
We will also send you 12 blank evaluation sheets for your real queries – that should be plenty, but you can always ask us to send you more if you need them.
At the end of the year, we will send you the voucher to thank you for all your hard work. For more information about this scheme, please call freephone
0800 40 80 160 or email mystery.shoppers@enfieldhomes.org