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Mystery Shopping Exercise 2006

Mystery Shopping Exercise 2006. Alison Melville Housing & Regeneration, NIHE. Why use Mystery Shopping?. Performance Measurement Tool Assess Service Provision Customers experience Policy to Practice Customer Participation Not about abstract queries Not About ‘catching people out’.

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Mystery Shopping Exercise 2006

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  1. Mystery Shopping Exercise 2006 Alison Melville Housing & Regeneration, NIHE

  2. Why use Mystery Shopping? • Performance Measurement Tool • Assess Service Provision • Customers experience • Policy to Practice • Customer Participation • Not about abstract queries • Not About ‘catching people out’

  3. Charter Mark - Evidence • Criteria 1.3.5 Identify dips in performance • Criteria 2.1.4 Process and analyse results of consultations • Criteria 2.1.5 Tell customers results of consultations + action plan • Criteria 3.2.1 Staff respond promptly & identify themselves • Criteria 4.2.3 Involve customers in planning improvements • Criteria 4.2.4 Analyse satisfaction levels

  4. Methodology • 11 volunteers from the Housing Community Network undertook the Mystery Shopping exercise • Attendance allowance, telephone and travel costs paid

  5. Methodology • Developed ‘job description’ & expectations: • Part of constituted group • Involved with Housing Community Network • Some knowledge on NIHE procedures • Good communication skills • To work as part of overall team • Adhere to confidentiality • Complete small scale records • Commitment to carry out tasks identified

  6. Methodology • Scenarios developed for 7 service areas one personal visit (37) others by telephone (222)

  7. Methodology • General observations were made about: • Counter/reception areas • Telephone service • E-Mail response

  8. Scenarios • Posing a question that examines – • Standard procedure • Delivery by front line staff • Simple in format • Realistic

  9. Scenarios Housing – advice on moving to district Homelessness – enquiry about friend in private rented house served NTQ

  10. Scenarios Neighbour Nuisance – noisy parties Community Involvement – advice on setting up community group

  11. Methodology • Reporting templates developed • Scoring system agreed: Poor – Fair – Good – Excellent • Facilitated by N.I.T.A.P.

  12. Methodology • Staff Informed • Induction seminar – issues - role play • Implementation framework • Review meeting - lessons learnt - improvements • Communicate results

  13. Mystery Shopping Cycle Implementation Of Mystery Shopping Project Planning Analysis Of Results Monitor Implementation Of Plan Discuss With Staff Discuss Results With HCN Improvement Plan and Best Practice Guide

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