Mystery Shoppers

As a mystery shopper in your local Freebridge area, your role is to observe and assess the environment to ensure it’s safe, well-maintained, and meets your expectations. We want to know if you feel comfortable and satisfied with the area, and we welcome your recommendations for any improvements.

Your feedback is crucial in helping us identify what’s working well and what needs attention. If certain parts of the area are managed by third parties, we’ll do our best to share your feedback with them to help improve the overall experience. Your insights play a key role in making our communities better for everyone!

The Discovery Centre is a lively and adaptable community hub in North Lynn, King’s Lynn, offering something for everyone! With a variety of groups running activities, programmes, and initiatives, it’s a bustling space that truly serves the community.

As a mystery shopper, your role is to experience and assess the Centre’s facilities and services. Whether it’s the sports hall, community area, meeting rooms, or the lovely gardens, we’d love to hear your feedback on how well the space meets your needs. Is it accessible? Are the facilities well-maintained? Does it feel welcoming?

Your feedback will help us ensure the Centre remains a valuable resource for everyone. If you notice anything that could be improved or have suggestions to make the Centre even better, we’re keen to hear from you! Together, we can keep the Discovery Centre a safe, engaging, and enjoyable place for all.

Our reception team are the first people to welcome visitors to Freebridge. As a mystery shopper, you’ll be assessing not only the service provided by our team but also the reception area itself.

We’d like you to observe how well our team greets and assists visitors. Are they friendly, helpful, and efficient? Did they make you feel welcome and valued?

Also, take a look around the reception area. Is it clean, comfortable, and inviting? Does it meet customers’ needs, offering clear information and a pleasant space to wait?

Your feedback is crucial in helping us ensure that our reception team and area provide the best possible first impression. We want every visitor to feel at ease and well looked after, and your insights will help us make that happen!

Your role as a Mystery Shopper is crucial in helping us improve the quality of our telephone service. You’ll be assessing calls both when you contact Freebridge and when our team calls you. Your honest feedback will help us enhance the overall experience.

Here’s what we’d like you to focus on:

• First Impressions: Whether you’re making or receiving a call, how easy is it to engage? Were you greeted warmly and professionally?
• Clarity and Helpfulness: Did the team member clearly understand and address your query? Were their responses helpful?
• Professionalism and Friendliness: Were they polite, respectful, and friendly? Did they make you feel valued?
• Resolution: Was your query or issue satisfactorily resolved by the end of the call?

Your feedback is essential in ensuring that every interaction with Freebridge meets our high standards. Thank you for helping us improve our service for everyone!

As a mystery shopper, you’ll be assessing various aspects of the home visit experience. Here’s what we’d love you to focus on:

• Punctuality and Communication: Did the team arrive on time? Were you kept informed about the visit?
• Professionalism and Friendliness: Were they polite, respectful, and approachable? Did they make you feel comfortable during the visit?
• Clarity and Helpfulness: Did they clearly explain the purpose of the visit? Were they able to address any questions or concerns you had?
• Quality of Work: If any repairs or checks were carried out, was the work done efficiently and to a high standard?

Your insights are invaluable in helping us make sure every home visit is a positive experience. Thank you for taking part and helping us create a better service for everyone!

We’d love for you to help us make our drop-in sessions even better. Don’t worry, it’s simple, and you don’t need to be a computer expert!

Here’s how you can get involved as a Mystery Shopper:

• Easy and Accessible: After attending a drop-in session, just complete a short survey. If you know a neighbour who wants to join in but doesn’t have access to the online survey, they can ask their scheme advisor for a paper copy or call 03332 404444 and ask for the Customer Voice Lead who will arrange for a survey to be posted out.
• Share Your Experience: Let us know what you think about the session. Were the staff friendly and welcoming? Did they answer your questions clearly? Did you find the session helpful?
• Help Us Improve: Your feedback is really valuable. It helps us see what’s working well and where we can make improvements.

Your input makes a big difference, and together we can ensure our drop-in sessions are as helpful and welcoming as possible. Thank you for taking part—we truly appreciate your time and feedback!