Spies like us...

A really fun way to get involved is to take part in one of our mystery shops.

Mystery Shoppers help measure our performance against the Customer Service Standards that we promise in our Customer Charter. Soha’s mystery shopping has been recognised by TPAS (the Tenant Participation Advisory Service) as a flagship model of positive practice. Our trained residents have even been employed by other housing associations to carry out mystery shops on their behalf.

If you’re interested in becoming a Mystery Shopper, we will train you to develop market research skills and show you how to record your experiences.

There are many reasons to have a go including:

• Shopping vouchers are given to each Mystery Shopper
• You will be given training (for free!)
• It is fun and interesting
• You will make new friends
• You will be helping to improve the services we offer

What difference have our Mystery Shoppers made?

• Mystery shopping has led to customer training at Soha. A follow up mystery shop showed significant improvement since the training was given.
• 35 of our Mystery Shoppers have since become involved in other areas of Soha.
• A new internal postal tracking system has been introduced.
• The out of hours service has been improved.

Are you interested in becoming a Mystery Shopper? If so, please let us know, or, to discuss this in more detail give the Resident Involvement Team a call on 01235 515900.