Mystery Customers Newsletter 4

Mystery Customers

Hello,

I hope you are well and having a good week so far.

I want to start by thanking you for your continued participation and valuable feedback. Each report you submit helps us better understand the customer journey and identify opportunities to raise our standards.

Your observations over the past few months have not only highlighted what we’re doing well but have also guided meaningful changes behind the scenes. We’re pleased to share that several improvements have already been rolled out as a direct result of your insights.

We're also excited to share that our community has now grown to over 110 Mystery Customers. Your contributions are making a real difference. Thank you for being an essential part of this process!

Here is the feedback provided between the 1st of January and the 31st of March:

Our mystery shoppers continue to provide valuable insights into the customer experience, and recent feedback highlights both strengths and areas for improvement in our call handling process.

Several shoppers noted that the contact number was easy to locate and that calls were answered within a reasonable time. Staff were generally described as courteous, friendly, and professional. In many cases, operatives provided clear, jargon-free information and identified themselves with their full name and job title, which contributed to a positive first impression.

However, some shoppers reported mixed experiences. In one instance, while the staff member was polite and attempted to resolve the issue without transferring the call, they did not fully understand the query and were unable to provide a complete resolution. Poor listening and a lack of ownership were also noted.

One shopper described having to call three separate times about a repair. Despite a prior visit, the issue remained unresolved, and during the third call, they were informed that no job report existed. This led to a high level of frustration and dissatisfaction with the overall experience.

These insights help us identify where things are going well and where further training and process improvements are needed. Thank you to all our mystery shoppers for continuing to support service excellence.

Prize draw winner:

This is the fourth time that we have run our prize draw that takes place every three months. We would like to congratulate Dawn who is the winner of our fourth prize draw, and we will contact you directly to arrange your prize. If you’d like to be in with a chance of winning next time, you’ll find all the details on how to enter at the end of this newsletter.

Spotlight on repairs:

Over the past few months, your feedback as Mystery Customers has played a key role in helping us address repair-related issues across several of our properties. Thanks to your detailed observations, we've been able to respond more effectively and make real improvements creating cleaner, safer, and more comfortable living spaces for everyone.

Your involvement truly makes a difference. If you spot anything in your home or shared areas that needs attention, from minor repairs to larger concerns, please report it to us as soon as possible. Prompt reporting allows us to take swift action and prevent issues from becoming bigger problems.

Remember, by taking part in the Mystery Customer scheme, you're not only helping us raise standards across our services, you're also automatically entered into our quarterly prize draw. It's our way of saying thank you for your time and valuable insights.

We're grateful for your continued support in making the community a better place to live.

Our Next Steps:

We'd like to thank all of our Mystery Customers for continuing to share honest and thoughtful feedback. Your input isn't just being heard, it's actively shaping the way we work.

We're pleased to report that several areas you flagged for improvement have already been addressed, and progress continues on others. Each piece of feedback helps us identify what's working and where we need to do better.

As always, your feedback forms the foundation of our improvement plans, and we remain committed to turning your insights into action. We'll be sharing more updates in the next newsletter, so you can see how your contributions are helping to raise standards across our services.

Thank you for being such a vital part of this journey. Together, we're making meaningful change happen!

Training:

We have been collaborating with TPAS, national experts in tenant engagement and we have been exploring the opportunity of offering a Mystery Shopping training session. This would be a great chance to build your skills, learn more about how Mystery Shopping works, and get even more out of your involvement.

If this sounds like something you'd like to take part in, simply vote in the poll on the Mystery Customers platform. To move forward with planning, we'll need fifteen participants to make the session cost-effective so if you're interested, please let us know!

We look forward to hearing from you and hope to bring this opportunity to life with your support.

Focus Group:

If you're eager to dive deeper and provide more in-depth feedback, we'd love to invite you to participate in one of our focus groups. These sessions offer a unique chance to discuss specific topics such as repairs, our website, MyDacorum, or other services in a collaborative setting where your ideas can directly influence improvements.

Interested? Simply head to the feedback section on the Mystery Customers platform and let us know you'd like to join. Feel free to suggest which topic you're most passionate about exploring.

Your voice matters, and focus groups are a powerful way to help shape the future of our services.

Tips for completing the Mystery Customers Questionnaire:

Did you know that every time you interact with us, you have a chance to win in our prize draw? It's simple: just complete the Mystery Customers Questionnaire after any contact, and each completed form boosts your chances of winning. Getting involved couldn't be easier:

• Every Contact Counts: Whether you call, visit our website, attend events, send an email or letter, or reach out on social media, every interaction is an opportunity to share your feedback.
• More Chances to Win: The more you engage, the more questionnaires you can complete and the higher your chances in the prize draw!
• Feedback Across Our Services: You might connect with us for a variety of reasons, including:
  • Reporting anti-social behavior or safety concerns
  • Housing applications, rent queries, or tenancy issues
  • Requesting repairs, adaptations, or updates on planned works
  • Participating in housing events, focus groups, or training
  • Using MyDacorum or supported housing services
  • Providing feedback or resolving complaints

Your experiences and opinions help us fine-tune our services to better meet the needs of everyone in our community. By telling us what's working and what could be improved, you're helping to create a better, more responsive Dacorum.

Ready to Get Started? Click here to head over to the Mystery Customers platform where you can:

• Fill out the questionnaire
• Check key dates and FAQs
• Share your ideas and ask questions

We truly appreciate the time and effort you put into sharing your feedback. Every questionnaire you complete not only enters you into our prize draw but also plays a crucial part in improving the services you depend on.

Keep sharing, keep winning, and thank you for being a valued Mystery Customer!

Kind Regards,

Dacorum Borough Council