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The first phase of Mystery Shopping took place from September to December 2022, with 127 mystery shops completed during this time. Mystery shoppers were provided with realistic scenarios to carry out customer enquiries about a variety of Council services, using a range of contact methods including the Council website, email and telephone. At the end of each shop, mystery shoppers were asked to feedback on their customer experience.
We would like to thank everyone who has taken part so far. The feedback provided is much valued and will support further improvements to customer experiences across the Council. We would like to continue our engagement with mystery shoppers on an ongoing basis, as part of our commitment to continuous improvement, to help ensure everyone has a positive experience when they contact the Council.
Below is a summary of the key messages to emerge from the mystery shops that have taken place so far and the Council’s response to these key messages:
We welcome the feedback on finding staff helpful and feeling informed. We will, however, continue to reinforce this culture across the council through further training and support for our workforce.
We note the views on the website which is increasingly being used by majority of our residents. We have improved the website but acknowledge there is further work to continue to improve our web chat function (AiDA), our search facility and wider web pages such as our contact pages. These are now built into a wider programme of improvements planned over the next 12 to 18 months.
We also recognise that the automated routing of queries via the telephone should continue to be monitored. We are working to identify specific improvements to ensure the experience is positive for the vast majority of our customers.
The first phase of Mystery Shopping took place from September to December 2022, with 127 mystery shops completed during this time. Mystery shoppers were provided with realistic scenarios to carry out customer enquiries about a variety of Council services, using a range of contact methods including the Council website, email and telephone. At the end of each shop, mystery shoppers were asked to feedback on their customer experience.
We would like to thank everyone who has taken part so far. The feedback provided is much valued and will support further improvements to customer experiences across the Council. We would like to continue our engagement with mystery shoppers on an ongoing basis, as part of our commitment to continuous improvement, to help ensure everyone has a positive experience when they contact the Council.
Below is a summary of the key messages to emerge from the mystery shops that have taken place so far and the Council’s response to these key messages:
We welcome the feedback on finding staff helpful and feeling informed. We will, however, continue to reinforce this culture across the council through further training and support for our workforce.
We note the views on the website which is increasingly being used by majority of our residents. We have improved the website but acknowledge there is further work to continue to improve our web chat function (AiDA), our search facility and wider web pages such as our contact pages. These are now built into a wider programme of improvements planned over the next 12 to 18 months.
We also recognise that the automated routing of queries via the telephone should continue to be monitored. We are working to identify specific improvements to ensure the experience is positive for the vast majority of our customers.
