FAQs

Our Mystery Shopper Programme is open to anyone registered on the myFreebridge platform.

Whether you’re attending or hosting an event at the Discovery Centre, we’d love to know how the Freebridge team took care of you. If you’re spending time in a Freebridge area, we’re keen to hear your thoughts on what you see.

If you’re a tenant who has used our services, we’d really appreciate your feedback on how well we’ve met your needs.

This programme is all about gathering your insights to help us understand what we’re doing right and where we can improve. Your feedback makes a real difference!

As a myFreebridge mystery shopper, you’ll get the chance to share your thoughts on a range of interactions, including:

• Reception experiences
• Home visits
• Phone calls
• The Discovery Centre
• Your neighbourhood
• Drop-in sessions

We’re looking for honest and detailed feedback to help us improve. You can find all the surveys you’ll need in the survey section of this page. Your input is invaluable in helping us make a real difference!

While myFreebridge Mystery Shoppers don’t get paid, we do offer a little something to say thank you! Each time you complete a mystery shop survey, you’ll be entered into our quarterly prize draw. The more surveys you fill out, the more chances you’ll have to win! Your time and feedback are truly appreciated, and this is our way of showing it.

Yes, all your feedback is kept completely confidential and is only used to help us improve our services. Your personal details will never be shared, unless you’d like us to, so the team can get in touch to discuss your experience further and work on making things better.

Signing up to be a mystery shopper is super easy! Once you’re registered on the myFreebridge platform, you’ll have access to all the surveys and can take part as often or as little as you like.

We’re eager to hear about your experiences—whether things didn’t go quite right, were just routine, or went above and beyond. Your feedback helps us improve and lets us know when our team is doing a great job, so we can deliver an amazing service!

If you have any issues registering on the myfreebridge platform please email customervoice@freebridge.org.uk 

If you don’t have access to the internet but want to be a myFreebridge Mystery Shopper, don’t worry—you can still take part!  If you live on a scheme you can ask your scheme advisor for a paper copy of the survey, or call 03332 404444 and ask for the Customer Voice Lead. They’ll arrange for a survey to be posted out to you.

If you know a neighbour who also wants to join in but doesn’t have access to the online survey, they can follow the same steps—just speak to the scheme advisor or call us, and we’ll make sure they get a paper survey too. Your feedback is important, and we want to make it as easy as possible for everyone to take part!

Absolutely!

We want to make sure everyone can get involved, no matter what challenges you might face. If reading or writing is difficult, there are a few ways you can still participate:

• A Friend or Family Member: You can ask someone you trust to help you by filling out the survey on your behalf.
• Text-to-Speech Software: If you have access to a device, there are helpful tools that can read the survey out loud to you. For example, software like TalkBack (for Android) or VoiceOver (for iPhones) can read the text aloud, so you can easily follow along and answer the questions.
• Call the Customer Voice Lead: If you prefer, you can call the Customer Voice Lead at 03332 404444, and they’ll be happy to complete the survey for you over the phone.

We want everyone’s voice to be heard, and we’re here to make sure you can take part in a way that works best for you. Your feedback is important to us!