Mystery Shopping exercise – Autumn 2022

The Council wants to ensure everyone has a positive experience when they contact us. A sample of Panel members have been invited to take part in Mystery shopping to try out different customer processes and tell us how they could be improved. We had a fantastic response, with over 120 Panel members signing up to be mystery shoppers and the first phase of mystery shops took place during the run up to Christmas.

The feedback from these mystery shops will be used to help us improve customer services and make contacting the Council as simple and user-friendly as possible.

Key messages from feedback we received and how we are responding can be found here