The Regional Housing Authority

Mystery Shopping Exercise 2006

Alison Melville

Housing & Regeneration, NIHE

The Regional Housing Authority

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’

The Regional Housing Authority

Charter Mark - Evidence

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

The Regional Housing Authority

Methodology

11 volunteers from the Housing

Community Network undertook

the Mystery Shopping exercise

Attendance allowance, telephone and travel costs paid

The Regional Housing Authority

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

The Regional Housing Authority

Methodology

Scenarios developed for 7 service areas

one personal visit (37)

others by telephone (222)

The Regional Housing Authority

Methodology

General observations were made about:

– Counter/reception areas– Telephone service

E-Mail response

The Regional Housing Authority

Scenarios

Posing a question that examines –

– Standard procedure

– Delivery by front line staff

Simple in format Realistic

The Regional Housing Authority

Scenarios

Housing – advice on moving to district

Homelessness – enquiry about friend in private rented house

served NTQ

The Regional Housing Authority

Scenarios

Neighbour Nuisance – noisy parties

Community Involvement – advice on setting up

community group

The Regional Housing Authority

Methodology

Reporting templates developed

Scoring system agreed:

Poor – Fair – Good – Excellent

Facilitated by N.I.T.A.P.

The Regional Housing Authority

Methodology

Staff Informed

Induction seminar – issues - role play

Implementation framework

Review meeting - lessons learnt - improvements

Communicate results

Implementation Of

Mystery Shopping

Analysis Of

Results

ProjectPlanning

Monitor Implementation

Of Plan

ImprovementPlan and

Best PracticeGuide

Discuss Results With HCN

DiscussWith Staff

Mystery Shopping Cycle