A mystery no more

A MYSTERY shopping exercise was recently carried out at the South 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. They scored 100 per cent in politeness and fairness, 92 per cent for professionalism and 85 per cent for friendliness.

The neighbourhood office scored 100 per cent for its cleanliness, and the overall satisfaction of the mystery shoppers was 62 per cent.

The findings included:

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

°reception area was felt to be spacious, bright and pleasant

°staff spent slightly more time than average dealing with customers, but this did not result in improved levels of information being provided

°mystery shoppers recorded queuing issues and long waits – including only one member of staff serving a long queue

°little information about parks was supplied and some of this was incorrect.

“Location is clean and well sign-posted. There are enough chairs for people to sit on while waiting and the waiting area is spacious,” was one comment.