Mystery shopping

Mystery shoppers are Stonewater customers who test real scenarios, like reporting a repair or asking for advice, to help us understand what’s working well. As a shopper, you’re given a clear brief and set of criteria, so every shop is fair and consistent. For instance, you might be asked to:

• Request a repair
• Ask about a policy
• Test how accessible information is

You’ll receive support and guidance from the Engagement Team on how to complete a shop. Your feedback as a mystery shopper helps give Stonewater a clear picture on how services work and feel from a customer's view.