Find out what our mystery shoppers are saying!
Trained customers carry out mystery shopping exercise by listening to calls made to our customer services team and answering a set of questions.
The aim is to make sure our services are delivered equally by everyone and to identify training needs within the team.
July's results!
100% of the mystery shoppers were happy with the overall service
What went well
- 100% were happy with the identity checks
- 98% were happy that we were professional, friendly, helpful and polite
- 97% were happy the customer understood what happens next
- 89% were happy with the chatting to avoid long silences
- 100% were happy with our behavious, showing empathy and understanding
- 95% were happy with the explanation of timescales
Where we need to improve - Data below 70% satisfaction is reported as need for improvement
- 63% were happy we confirmed the correct telephone number
- 0% were happy we asked if there is anything else we can help with (question was not asked on any calls that were listened to)
- 58% were happy with our enhanced identity checks
How our customers have influenced our processes
- Identity checks - Introduced a data cleansing form for each customer who contacts us to to ensure we have the correct details and identify any missing data
- Key perfomance indicators (KPI's) - this includes the team leader listening to three calls per colleague per month to ensure consistency of service and help identify any tranining needs
- Closing call summary guidance - Retintroduced asking if there is anything else they can help with and reminders added to team meetings
- Repeated low scores - Team leader will explore individual monitoring/targets
If this is something that you would like to be involved in please email getinvolved@hafod.org.uk for our Customer Engagement Officer to get in touch for a chat.