Is your reception team losing suitable family enquiries?
We call your front desk as a secret shopper to score your sales process. 100% Free.
How the Mystery Shopper Audit works
A simple way to understand the first-call experience, recognise your team’s strengths and make the next step easier for families.
Request your free audit
Use the short form below to share your contact details and care home name. There is no charge and no obligation to take a CareClients plan.
We make the mystery enquiry
Within 48 hours, we call your care home as a family member looking for care. We assess the conversation against 12 criteria, including the welcome, empathy, enquiry details and invitation to a tour.
Receive your scorecard and next steps
Within 5 business days, we send your scorecard with what worked well and practical improvements. We arrange a review call so you can discuss the findings and decide what to do next.
Our 12-Point Scoring Rubric
We assess your front desk on the criteria that matter most for converting enquiries into tours
Speed to Answer
How quickly is your phone picked up?
Empathy Check
Does your team show genuine warmth and care?
Data Capture
Are enquirer details properly recorded?
Closing the Tour
Is a viewing actively offered and booked?
Call Handling
Professional greeting and clear communication?
Home Knowledge
Can staff answer questions about your care home?
Plus 6 additional criteria covering compliance, competitor awareness, and follow-up protocols.
Evidence you can act on
One scored call. Twelve criteria. Clear recommendations.
We separate observed call behaviour from our interpretation, so your team can see exactly what to preserve and what to improve.
Claim Your Free Mystery Shop
Fill in the form below and we'll call your care home within 48 hours as a secret shopper