Results from our Mystery Shoppers

We wanted to give you an update on the work our current Mystery Shoppers have been doing.

Since we began back in March 2022, our Shoppers have carried out 69 shops and provided their reviews.

Over this time, the scores given show a satisfaction score of 85%. As this is our first year carrying out these shops, we don't have a previous score for comparison. Going forward, we can use this score to compare future scoring. All shoppers noted how much improvement there has been in call wait times and the overall experience with our Customer Service Advisers.

Some of the positive feedback included:

"The advice was clearly worded and understood"

"The response was so fast I was surprised. He was so friendly and informative. So impressed with the speed of answering."

"It was a really thorough email with loads of advice which was sensitive to the question"

We've also used the feedback from these reviews to agree actions which need to be taken to improve our services. These include:

• a review of the information available to the Customer Service Advisers regarding our leaseholder/shared owner customers. Currently, most Advisers are putting through requests to our Leaseholder Team as they can't access information to resolve queries. This review will be carried out jointly with the Customer Service Managers and our Head of Leasehold.

• a review of the process for other teams assisting with Contact Us forms.

We want to say a huge thank you fto our Mystery Shoppers to date!

We'll be looking to recruit new Mystery Shoppers in a few months' time, so look out for it on The Hub.