Westward Housing
Jigsaw Project
Mystery Shop
June 2014
1. Introduction
The Mystery Shoppers were approached by Neal Moss, Project Manager and asked to mystery shop the Jigsaw Project. We were also asked to
survey both customers and suppliers of the Jigsaw Project.
2. Aims and Objectives
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To take an overall look at the services provided including of staff telephone mannerisms.
To check that the correct information was provided for that particular service.
To visit the projects to ascertain the quality of services and products supplied.
To see how the different services performed and to monitor the professionalism of the staff within the commercial retail environment.
To see whether customer service is being kept to an agreed standard.
To measure levels of good practice and make recommendations, if appropriate.
To measure and record Jigsaw Project previous/current customer’s feedback Supplier feedback.
3. What we did
The team of mystery shoppers agreed a series of scenarios and surveys provided by staff from Neal Moss (see Appendix 1 & 1I). Calls and visits
were made over a six week period beginning 2nd June 2014 and most calls were completed by 15th July 2014.
The report template, and the way information was going to be analysed was crucial. This was carefully considered and agreed at the initial
meeting prior to calls being made. A survey system was used to correlate responses. Communication was maintained throughout the project by
emails within the group.
At the end of the six week period all the surveys were collected and divided into the individual scheme, dates and times. This enabled the
Mystery Shopping Group to start inputting the information onto tally sheets and working on the final report.
A total of 29 phone calls were made (17 to Jigsaw Project and 12 to Jigsaw customers) and 2 visits were completed.
1
4. Summary of main findings
The Jigsaw Project had 4 restoration scenarios, 1 re-use shop scenario, 2 upholstery scenarios and 3 visit scenarios:
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Restoration
o Repair of a dining room chair
o Stripping a door
o Restoration of tables
o Welsh dresser restoration
Re-Use Shop
o Donation of furniture
Upholstery
o Recovering dining chairs
o Recovering sofa
Visits
o Can you only purchase if you are on benefits
o Do you deliver
o Do you put furniture together
o Do you have a variety of settees
The mystery shoppers first impression of the shop floor was that the furniture was well organised in the layout and having settees etc
grouped together. This made it a quicker process of looking and choosing with ease was and stress-free experience. The actual floor of the
shop was immaculate. However, the furniture itself was not clean, cobwebs were visible and some pieces looked grubby. On both visits
the same staff member was seen and their customer relations skills were below what we would expect. However, the same person did
offer and carry a piece of furniture to the car.
The phone behaviour for the majority of the calls met the criteria of the expectations of what Westward staff should offer i.e. good
morning/afternoon, they said Jigsaw, gave their own name and asked if they could help. Staff were polite. We were able to hear the staff
clearly in all calls.
5. Overall resultsStaff answering phone:
Time for calls to be Answered
6
6
5
1-2 Rings
4
3-4 Rings
4
3
5-6 Rings
Number of Calls 3
2
6+ Rings
Engaged
1
1
1
1
No Reponse after 12 Rings
Went to Voicemail
No Ringtone
0
1
Critieria
Phone Behaviour
12
11
11
11
10
10
8
Number of Calls
6
yes
4
no
2
1
0
Say
Say Jigsaw
Give
Ask to
Greeting
/Grow
Name
help?
Critieria
Phone Qualities
12
10
11
11
11
10
8
Number of Calls
6
Yes
4
2
No
1
0
Helpful and
Polite
Listening/Attentive
knowledgable
Criteria
Professional
Staf Response
12
10
10
9
10
8
8
Number of Calls
12
11
6
4
3
4
Yes
2
2
1
0
Deal with
No
Not
Put on
Transfer to
Offer to
enquiry
answer
hold
another
call back
themselves
enquiry
Signposted
staff
Critieria
Staff heard Clearly
11
12
10
8
Number of Calls
6
Series1
4
2
0
0
Yes
No
Critieria
voicemails
5
4.5
4
3.5
3
Number of Calls 2.5
2
1.5
1
0.5
0
5
4
4
3
22
2
1
1
0
Say
Give
Say when
Westward Alternative someone
Support
and name
number
0
Yes
Left a
Respond
Happy
No
Message
within 24
with
Response
hours
Response
would
reponse
of service
Criteria
No
Recommendations: .
12 of the jigsaw project customers surveyed found that overall they were treated in a professional manner. The customers had found out about jigsaw
through a variety of ways from the phone book, visiting and recommendations from friends. All customers were very satisfied with the level of
information they received and the depth of knowledge displayed.
However, one customer did comment on the fact there was one person who they felt was quite arrogant & preferred to say “no” rather than yes.
One customer surveyed stated that he would not normally answer telephone surveys but as it was Jigsaw he made an exception because he is so
pleased with the Jigsaw service and has already recommended it to his friends.
All customers were very happy with the finished product & would definitely use the service again & certainly recommend it to their friends. Overall
customers were happy with the price.
17 phone calls were made to the jigsaw project with the majority responses being satisfactory. Most calls were answered in the prescribed way. 6
calls went to voicemail, 5 out of 6 voicemails jigsaw project responded too, one call made which went to voicemail had no response, repeated call &
had no response for 3 days later. We were happy with the response with the 5 returned voicemail calls.
Mystery Shoppers would recommend that all voicemails should be answered within a reasonable timescale, e.g. 24 hours.
Out of the 11 calls answered only two did not give the standard greeting.
One of the calls answered was very abrupt and this in turn made the mystery shopper feel that they had asked a silly question.
The impression we got from the phone calls to the project, were for the most part answered in a friendly and professional manner.
2 visits were made. An extra visit was planned to the restoration section, but unfortunately had to be cancelled due to that part of the project being
shut on a Saturday. However, the matter was discussed in an exemplary manner by Darren.
The mystery shoppers found that the layout of the shop was excellent with items being categorised & could easily identify which section to go to in a
logical way. The floor was clean & immaculate.
However, some of the furniture was dusty & grubby & you could see the cobwebs on some items. One item that was purchased (bedside cabinet) was
later found to be broken; it was dusty & cobwebs & needed a thorough clean before use.
See appendix for pictures.
The Mystery Shoppers feel that the furniture should be cleaned and checked thoroughly for damage prior to be offered for re-sale.
Enquiries were made regarding the delivery of items and this was met with various responses. They ranged from a simple ‘no’ to a full & reasonable
explanation, which was given by Darren. The mystery shoppers found it difficult to ascertain a price for delivery and there was no defined range of
areas covered on display. Also, there was no option for customers to negotiate an increased delivery cost if they chose to.
The Mystery Shoppers feel that the delivery costs and range for delivery should be clearly displayed. Customers should have flexibility with the
delivery costs and be offered to the chance to pay an increased cost for a reasonable distance outside of the range.
We started off with 9 Mystery shoppers when in actual fact only 4 did the shop itself. This was due to serious ill health by some of the group & family
matters.
Cabinet Brought for £5.00
I purchased this small cabinet for £5.00 I'm very pleased with it & I think it's well worth £5.00, when I got it home I did find that the bottom
drawer was broken at the back, if I had looked closely I would of seen the damage, but I didn't notice at the time of purchase & to be honest
for £5.00 I would of bought it anyway.
I did notice however that it was dusty & a bit grubby, but there again it polished up well.
Appendix 1
Jigsaw Telephone Survey Questions
Good day, you recently received an upholstery /restoration/ furniture purchase or
donated furniture to Jigsaw. Can I ask a few questions concerning that experience?
How did you find about Jigsaw?
Comments:
Were you treated in a friendly, professional and informative manner
Comments:
Were you satisfied with the information you received relating to your
need
Comments:
Were you happy with the finished product, including the price
Comments:
Would you use the service again
Comments:
Would you recommend Jigsaw to your friends
Comments:
Appendix 11
Jigsaw Mystery Shopper Scenario
Scenario One: Restoration
I have just moved into a new house and would like to enquire if you would chemical
dip/strip four panel doors.
If yes, how long and what would it cost.
What outcome should be like
You should be told;
Most of stripping done by hand
Could complete task, though timescale long
Arrange visit, or collection
Discuss finish required
Give cost
Jigsaw Mystery Shopper Scenario
Scenario Two: Restoration
I have some dining room chairs and many of the joints are loose, can you repair
them
What outcome should be like
You should be told;
Yes we could complete task
Arrange visit, or collection
Give cost
Scenario Three : Restoration
I have spilled a drink of wine on my coffee table and it has left a mark. Can you help
me?
What outcome should be like
You should be told;
What type of wood is it, is it veneered
Could complete task, colour match
Arrange visit, or collection
Discuss finish required
Give cost
Jigsaw Mystery Shopper Scenario
Scenario Four : Restoration
I have a old welsh dresser that is a bit broken, shelves loose. I am thinking of getting
it repaired and restored. What can you do.
What outcome should be like
You should be told;
Most of stripping done by hand
Could complete task, options exist on finish, i.e. staining, waxing or painting
Arrange visit, or collection
Discuss finish required
Give cost
Scenario One: Upholstery
I have just decorated my dining room and would like to change the material on my
dining chairs, is this something you can do.
What outcome should be like
You should be told;
Could complete task
Arrange visit or collection
Discuss material type and quantity required
Give cost(or written quote)
Estimated time to completion
Jigsaw Mystery Shopper Scenario
Scenario Two : Upholstery
I drove passed your shop and saw that you had upholstery mentioned, can I buy
materials from you.
What outcome should be like
You should be told;
Yes, asked which items you would like to purchase
Told of cost and if in stock
Informed of opening times
Scenario Three : Upholstery
I have a holiday cottage that I rent, and I am thinking of having the 3 piece suite
recovered, is this the sort of thing you do.
What outcome should be like
You should be told;
Could complete task
Arrange visit or collection
Discuss material type and quantity required
Give cost(or written quote)
Estimated time to completion
Jigsaw Mystery Shopper Scenario
Scenario Four : Upholstery
Are you able to make cushions for me?
What outcome should be like
You should be told;
Could complete task
Arrange visit or collection
Discuss material type and quantity required
Give cost
Scenario One : Re Use Shop
Do I have to be on benefits to get something from the shop.
What outcome should be like
You should be told;
No, everyone can use the service
Given opening times
Asked if they have anything in mind
Jigsaw Mystery Shopper Scenario
Scenario Two : Re Use Shop
I am looking for a small settee for my flat, have you got any in leather
What outcome should be like
You should be told;
Yes or no, if latter reminded to visit as we may have something else they need.
Perhaps try and contact one of our competitors
Given opening times
Scenario Three : Re Use Shop
My mother has just moved into care and I would like to donate some furniture.
What outcome should be like
You should be asked;
Clean and serviceable
If soft furnished, does it have a fire label
Name, address tel number
Delivery time and date
Thanked
Scenario Four : Re Use Shop
Visit shop
What outcome should be like
Polite
Informative
Friendly