A mystery no more

A MYSTERY shopping exercise was recently carried out at the City Centre Neighbourhood Office to find out how efficient the service is…and what we can do to improve it.

Staff were rated highly in all mystery shops – scoring 100 per cent for politeness, 93 per cent for friendliness, 93 per cent for fairness and 86 per cent for professionalism.

Fifty per cent of the mystery shoppers were satisfied with the service overall, while 90 per cent were satisfied with the cleanliness of the office.

The findings, which will be used to improve the service in the future, included:

°all mystery shoppers contacting the Environmental Wardens at this office were satisfied with the service they received and the staff they spoke to

°the amount of information supplied in response to enquiries could be improved

°mystery shoppers did not find it clear where they should go or queue to speak to staff when visiting the office.

One comment was: “The lady was very knowledgeable and gave me a booklet of housing associations, sheltered accommodation and a list of private landlords.”