Mystery no more

A mystery shopping exercise was recently carried out at the South West Neighbourhood Office to find out how efficient the service is and what we can do to improve.

Staff were rated highly in all mystery shops. They scored 92 per cent for politeness, 92 per cent friendliness, 100 per cent for fairness and 83 per cent for professionalism.

Half were satisfied with the service overall, while 67 per cent were satisfied with the cleanliness of the office.

The findings include:

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

°all but one of the mystery shoppers contacting the office by telephone were satisfied with the outcome of their mystery shop

°opinion of the reception area was generally positive although mystery shoppers did suggest that litter and walls being badly marked were areas that could be improved on.

“Very friendly and chatty…was given a lot of interesting info. He was professional but used an informal tone. It was good feeling I was speaking to a real person,” was one of the comments.