Mystery Shopping

Mystery shopping provides a valuable insight into the customer service experience delivered by your care service.

You only get one chance to make a first impression. Mystery shopping your own care services provides valuable insight into the customer service experience being provided by your team.

Mystery Shopping

We provide telephone-based mystery shopping campaigns impersonating either a care seeker or job candidate, to measure the experience they receive when contacting a partner's care service.

Our mystery shopping team can work to your internal quality frameworks or we can deploy our own. All calls are recorded and management packs are produced, documenting results.

Call & Coach

In addition to the mystery shopping experience, our team can provide feedback and coaching directly to the call handler at the end of the call.

  • What they scored
  • What they did well
  • What they could improve upon
  • Techniques to improve overall call outcomes

Competitor Benchmarking

Our mystery shopping team can engage local competition to benchmark the effectiveness of their teams in comparison to our partners' services.

This further layer of insight enhances the management reports and sets the narrative when considering the competitive landscape.

TrustedCare are a great partner for us and really understand the customer mentality when looking for a care home...

Sarah Lander-Scott, Head of Customer Experience

Barchester Healthcare partners with TrustedCare to improve customer service.

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