Category Mystery Customers Newsletter 5 Show all
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Mystery Customers Newsletter 5
Mystery Customers
Hello,
I hope this message finds you well and that you are having a good week so far.
First and foremost, thank you for your ongoing involvement and thoughtful feedback. Every questionnaire that you complete gives us valuable insights into the customer experience and helps us find new ways to make improvements.
Your input over recent months has not only highlighted our strengths but also shaped some important changes behind the scenes. Thanks to your observations, we’ve already introduced several improvements and there are more to come.
We’re especially grateful to those who provided feedback about the demographic survey and to everyone who has volunteered to Mystery Shop our complaints service. Your contributions in these areas are very important to us.
Your efforts are having a real impact - thank you for being such an important part of this journey.
Here is the feedback provided between the 1st of April and the 30th of June:
Many of our recent Mystery Shops focused on reporting issues to the Repairs service via telephone. The experience was largely positive - the calls were answered quickly, the advisers were courteous, professional, and took ownership of the issue. Information was provided clearly and without jargon, and the callers felt listened to throughout. While the repairs issues were successfully resolved, many people noted that navigating the automated system was frustrating, with too many menu options and a voice function that didn’t work smoothly. Overall, people reported being happy with the service, with room for improvement in making the initial contact process simpler.
We know that long menus and unreliable voice recognition can be frustrating, so we will share this feedback as we are always looking for ways to make navigation smoother and more intuitive. By simplifying the journey at the very first step, we can make sure that great service starts the moment a resident gets in touch.
Prize draw winner:
We’re excited to announce the results of our fifth quarterly prize draw! A big congratulations goes to Darren, who is the lucky winner. We’ll be in touch with you directly to arrange your prize. For your chance to be our next winner, simply click here and complete the short questionnaire when you next contact us.
Spotlight on repairs:
Over recent months, the insights you’ve shared as Mystery Customers have been invaluable in tackling repair issues across properties. Your careful observations have helped us act faster and implement improvements that make homes and communal areas safer.
Every report you submit makes a real difference. If you notice anything in your home or shared spaces, whether a small repair or a bigger concern, please let us know promptly. Quick reporting means we can address problems before they get any worse.
Being part of the Mystery Customer scheme not only helps us raise the standard of our services, but it also gives you a chance to win in our quarterly prize draw. It’s our way of saying thank you for your time, effort, and feedback.
We truly appreciate your ongoing support in helping make our community a better place to live.
Our Next Steps:
A big thank you to all our Mystery Customers for consistently providing thoughtful and honest feedback. Your insights don’t just get noticed, they’re helping shape the way we deliver our services.
We’re delighted to share that several improvements you suggested have already been put into action, and work is ongoing in other areas. Every comment you make helps us see what’s working well and where there’s room for growth.
Your feedback continues to help us improve, and we’re committed to turning your observations into meaningful change. In the next newsletter, we’ll provide more updates so you can see the real impact your contributions are making.
Thank you for being such an important part of this journey. You are making a difference!
Training:
We’ve been working with TPAS, the national experts in tenant engagement, to explore the possibility of running a Mystery Shopping training session. This would be a fantastic opportunity to sharpen your skills, gain a deeper understanding of how Mystery Shopping works, and make the most of your involvement.
If you’d like to join, simply cast your vote in the poll on the Mystery Customers platform. To make the session viable, we need fifteen participants.
Focus Group:
If you’d like to share more detailed feedback, we’d be thrilled to have you join one of our focus groups. These sessions provide a great opportunity to explore specific topics. such as repairs, our website, MyDacorum, or other services, and collaborate on ideas that can directly drive improvements.
Want to take part? Just visit the feedback section on the Mystery Customers platform and let us know you’re interested. You can also tell us which topic you’d most like to discuss.
Your insights are invaluable, and focus groups are a fantastic 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 could be in with a chance of winning our prize draw? It’s easy, just complete the Mystery Customers Questionnaire after any contact, and each submission increases your chances of winning. Here’s how to get involved:
Every interaction matters: Whether you call us, visit our website, attend events, send an email or letter, or connect via social media, every point of contact is a chance to share your thoughts.
Boost Your Chances: The more you engage and complete questionnaires, the higher your chances of winning the quarterly prize draw.
Share Feedback Across Our Services: You can provide input on a wide range of topics, including:
- Reporting anti-social behavior or safety concerns
- Housing applications, rent questions, or tenancy matters
- Repairs, adaptations, or updates on planned works
- Participating in events, focus groups, or training sessions
- Using MyDacorum or supported housing services
- Offering feedback or helping resolve complaints
Your feedback helps us understand what’s working well and where we can improve, allowing us to create a more efficient, responsive, and enjoyable experience for everyone in our community.
Head over to the Mystery Customers platform to:
- Complete the questionnaire
- Check key dates and FAQs
- Share your suggestions or ask questions
We greatly value the time and effort you put into giving feedback. Every questionnaire you complete not only enters you into the prize draw but also directly contributes to improving the services you rely on.
Keep sharing your experiences, and thank you for being such an important part of the community!
Kind Regards,
Dacorum Borough Council
