Mystery Shopping for Care
Unveiling the Power of Care Home Mystery Shopping Driving Marketing Success and Occupancy Rates
In the competitive landscape of elderly care, where Trust, Quality, and Reputation reign supreme, care providers are constantly seeking innovative strategies to stand out. Enter care home mystery shopping - a game-changer not only in ensuring superior care but also in driving marketing success and boosting occupancy rates.
What is Care Home Mystery Shopping?
Imagine an undercover evaluator, meticulously experiencing every facet of your care home - from the warmth of the welcome to the quality of care provided. This undercover agent isn't there to catch you off guard, but rather to provide constructive feedback that can ultimately enhance your services and, in turn, your marketing efforts.
Spark Care Mystery Shopping Service
Gain a clear understanding of your care home’s customer service standards with Spark Care’s Mystery Shopping. Whether you choose our Virtual Mystery Shopping, which allows for remote evaluations, or In-Person Mystery Shopping, offering a detailed on-site review, you’ll receive an objective analysis of how your team handles enquiries and interactions. Each option provides actionable insights into areas of strength and improvement, helping you enhance the customer experience. Spark Care’s Mystery Shopping doesn’t just identify gaps; it offers practical solutions to ensure your care home provides outstanding service every step of the way.
Virtual Mystery Shopping
Get a thorough evaluation of your care home’s service without the need for a physical visit through Spark Care’s Virtual Mystery Shopping. Our team remotely assesses how your staff handle enquiries, providing an in-depth report that highlights key areas for improvement. For just £50 per location (ex VAT), you receive valuable insights into your customer service performance, helping you make necessary adjustments.
In-Person Mystery Shopping
For a detailed, face-to-face assessment of your care home’s operations, Spark Care’s In-Person Mystery Shopping is the ideal solution. Our trained professionals visit your location and experience the service first-hand, offering a comprehensive review of your team’s performance. This service costs £200 per location (ex VAT) and provides you with actionable feedback on every aspect of the customer experience, from the initial interaction to the final follow-up.
Discounts apply for multiple locations, making it a cost-effective choice for care homes aiming to maintain high standards and consistency across all sites.
Benefits for Care Providers
Marketing
Authentic Testimonials
Competitive Advantage
Reputation Management
Refined Targeting
Occupancy
Enhanced Resident Experience
Increased Referrals
Improved Resident Retention
Data-Driven Decision Making
Showcasing your care home in it's best light
Care home mystery shopping isn't just about evaluating service quality; it's a strategic tool that can drive marketing success and boost occupancy rates. By leveraging positive mystery shopping feedback in marketing efforts, refining targeting strategies, enhancing the resident experience, and making data-driven decisions, care providers can differentiate themselves in a competitive market, attract prospective residents, and ultimately achieve higher occupancy levels. So, let's harness the power of mystery shopping to not only excel in care provision but also thrive in marketing and occupancy.
How It Works
Discovery call
A discussion with you, the care home owner or manager, to deep dive into your business. The call will explore your business processes across the family’s journey from the first point of contact with your care home through to a care home viewing.
Enquiry by email and telephone
First point of contact is an email to the home from the website enquiry page to experience the customer journey, including response times, followed by a telephone call into the home – two calls are made to the home; one during the day and one in the evening or weekend. Full feedback will be provided and any areas for improvement will be highlighted. From experience, this is where a care home is most likely to miss an opportunity to 'win' a new resident.
Care home viewing
A member of our team will arrive unannounced at your care home, posing as a family member of a potential new resident, looking to place their loved one in a care home. A comprehensive report will be provided including any missed opportunities to showcase your care home.
Present findings
You will meet with our team to go review our findings. Discuss any improvements which could be made and ultimately increase your occupancy and enhance your prospective residents family's journey from enquiry to admission.
Remember
You only get one chance to make a first impression - the journey for the family needs to be welcoming, informative and seamless, get it right the first time, every time.
All our packages are bespoke and tailored to your individual business - book a discovery call to find out how Spark Care can revolutionise your enquiry conversion