Methods for Gauging the Tenant Experience

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Mystery Shopping

The purpose of mystery shopping is to examine how organisational policies and procedures are translated into actual customer service provision. In other words, it focuses on the customer's experience of housing management. Mystery shopping is not used to 'catch people out'; queries are not obscure or complicated. The scenarios used relate to everyday issues, and mystery shoppers are trained to be objective in their approach.

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We can:

• Develop a mystery shopping programme

• Provide training for tenant mystery shoppers

• Carry out mystery shopping exercises

• Write reports and recommendations

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Tenant-Led Inspection

 

Tenant-led inspections are where a small team of customers, i.e. tenants, work together to examine the landlord's service closely. This is an opportunity to examine how organisational policies and procedures are translated into actual customer service provision. In other words, they focus on the customer's experience of housing management. Tenant-led inspections should complement further existing research, such as tenant satisfaction surveys, customer journey maps, and mystery shopping exercises.

 

We can:

• Develop a programme of inspections

• Provide training for tenant-led inspectors

• Undertake an inspection and provide independent support during the inspection process

• Write reports and recommendations

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Customer Journey Mapping

 

Customer journey mapping aims to get the tenant's experience of a particular service provided by a landlord. The tenant is interviewed, taken through the landlord's policies and procedures, and asked about their experience at each stage. The feedback is recorded, and recommendations made for improvement.

 

We can:

• Develop a customer journey mapping programme

• Support customers to take part in the exercise

• Write reports and recommendations

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