A mystery no more

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

Staff were rated highly in all mystery shops. They scored 100 per cent in politeness and fairness, 88 per cent in friendliness and 77 per cent for professionalism.

40 per cent were satisfied with the service overall, while 50 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

°calls to staff working in the office tended to have better outcomes than visits to the reception area

°although mystery shoppers were satisfied that staff tried to give them information about parks, the information they were given was not complete enough and they were dissatisfied overall

°general cleanliness inside and outside of the office was noted by mystery shoppers as an area for improvement.

“He was polite, professional and made a conscious effort to answer all my questions in a thoughtful manner,” was one comment.