Battersea Power Station


“Great service and quick response time with a swift supply of profiled shoppers. The reports were of a high quality, with an attention to detail to match. Following each visit the mystery shopping results were presented in line with the SLAs. Tern were able to present us with data above and beyond our expectations and when we asked for the individual scores to be combined, they presented with highly effective overview of our service.”

Kamen Fong, Residential Sales Analyst at Battersea Power Station Development Corporation


The Battersea Power Station vision is to develop the nucleus of a flourishing urban village where homeowners will have more than a place to live. ‘They will have an entire new world to explore. ‘Spectacular’ is the word chosen by architect and master planner Rafael Viñoly, to describe how life will feel at Battersea Power Station.’

The Proposal

Tern were commissioned to conduct marketing suite mystery shopping within the new homes sales team to see how the team presented this iconic location and development. As a prestigious site in central London the staff are required to provide detailed breakdown of all the additional services which are provided as part of the premium ownership package.

Our mystery shoppers followed a scenario as pre-approved high net worth individuals and were placed within show round schedule as new home/apartment buyers.

The mystery shopping scenarios were conducted using a mixture of written audits, online booking and telephone mystery shop. The programme was conducted on a regular basis to cover all individuals working within marketing sales function.

The Results

The residential sales team are provided with a detailed evidence pack providing a qualitative review of the overall marketing service. The results contained insights on how well individuals present the overall ‘Battersea Power Station development Project’. Areas covered included concierge services, amenities, show round of available apartments and pricing options.

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