At L&Q we use mystery shopping to assess our customer service. Residents, acting as Mystery Shoppers, make anonymous telephone calls to L&Q to test:

  • how they are greeted
  • how enquiries are handled
  • whether our staff are polite and informative

Mystery Shoppers use queries which are designed to be simple, and mimic calls which L&Q may get as part of our normal service delivery.

Mystery Shoppers report their results to us by completing questionnaires. The information is then analysed and fed back to L&Q managers, allowing them to make necessary improvements.

Why become a Mystery Shopper?

By giving us feedback on the quality of your customer experiences, you can help us improve services for all residents. Mystery Shoppers tell us they find this extremely rewarding.

The training, support and experience you receive as a Mystery Shopper could help you to develop your skills and confidence in the following areas:

  • Listening and communication
  • Organisation
  • Ability to fill in forms
  • Attention to detail

For each Mystery Shopping exercise you complete, you will receive £50 worth of shopping vouchers (which includes £10 to reimburse any telephone costs). Any additional expenses, such as travel or childcare costs will also be reimbursed.

How long will it take?

You will be asked to complete a half-day training session then carry five mystery shops over a few days or weeks.

What do I need to become a Mystery Shopper?

You will need:

  • to be able to follow the questionnaire and fill it in
  • to be available for a one day training event

Will staff know that a mystery shop is taking place?

All staff have been informed that we undertake mystery shopping. Staff are not told when the shop will happen or by whom.

How can I become a Mystery Shopper?

If you would like to talk to us about becoming a Mystery Shopper, please contact us.

L&Q resident, John explains Mystery Shopping at L&Q.