Mystery Shopper Project for Property Letting Agency

An independent property letting agency operating in a highly competitive market place sought the help of WLP as it needed to ensure that it was differentiating itself.

Our consultant conducted a mystery shopping assessment, obtaining structured feedback about the customers’ experience of dealing with the company. We also assessed the quality and consistency of service levels and measured staff awareness of Unique Selling Points (USPs). Written and verbal reports on findings were produced with recommendations.

Using an objective and balanced study of its operations the company was able to implement a change of behaviour amongst the team. As a result of the project, real and lasting improvements were made.