Mystery shoppers praise staff

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

 All in all, staff scored highly and were rated 93 per cent for politeness, 87 per cent for their friendliness, 93 per cent for fairness and 93 per cent for professionalism.

The West offices scored 67 per cent for overall satisfaction.

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

°the South Queensferry Local Office had three visits and all mystery shoppers were totally satisfied

°Kirkliston had one visit, again the mystery shopper was totally satisfied

°mystery shoppers were satisfied with all housing enquiries at Kirkliston and South Queensferry but dissatisfied with housing enquiries at Chesser

°Chesser reception staff were polite and helpful but not always able to answer every inquiry.

“Staff very friendly and professional... she was more than helpful and took a note of my questions and said my enquiry would be passed to member of staff when they returned to office,” was one comment.