A covert insight into process and procedure
Lilian Faithfull Homes wanted to gain a deeper understanding of consistency and quality of consumer experience across their different homes when potential families visit for the first time. They wanted to understand how customers are treated from the first point of contact right the way through to making visits to each home to gather information. The best way to approach this task was to appoint and brief two mystery shoppers of an age that might have parents going into care. We provided them with a set of clear instructions and points to cover, ensuring that we could gather the information needed. We produced a detailed report of the findings complete with suggestions for improvement.