Out of the east ...the top shop

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

The office received top marks and scored the best out of all the neighbourhood offices.

Some 79 per cent were satisfied with the service overall and 86 per cent were satisfied with the staff, information and time given to them individually.

Staff received a perfect score of 100 per cent for their politeness, friendliness, fairness and professionalism.

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

° most face-to-face mystery shoppers independently described staff at the office as “welcoming”

° staff spent slightly longer than average with mystery shoppers and this resulted in more information being supplied than the average for all services

° more mystery shoppers were satisfied with housing enquiries than for any other neighbourhood office

° only two mystery shoppers were dissatisfied and they felt this was as a result of being rushed

° mystery shoppers felt the office was a little tired and difficult to see from the road due to trees.

“Staff were pleasant and all appeared busy but mindful of the desk and clients waiting to be helped,” was one comment.