We have expanded our mystery shopping to include other methods of communication!
Trained customers carry out mystery shopping exercises in two different ways. The aim is to make sure our services are delivered equally by everyone and to identify training needs within the team.
- Calls - Listen to recorded calls made to our Customer Services team and answer a set of questions. The questions enable feedback on the process, customer experience and overall level of service provided. Customers also had the opportunity to leave a comment after each call.
- Emails - Recognising that phone calls are not the only method of communication from our customers, we have expanded the mystery shopping exercise to include emails sent to our enquiries and repairs inbox. The mystery shoppers were issued scenarios to email from their personal email and complete a feedback form based on the reply they received.
October's results!
Our mystery shoppers told us:
100% of the mystery shoppers were happy with the overall service
What went well
- 91% were happy with the identity checks (Calls)
- 76% were happy with our enhanced identity checks (Calls)
- 80% were happy with the explanation of timescales and a reference number was given to the customer (Calls)
- 92% were happy the custoemr understood what happens next (Calls)
- 96% were happy with our behaviours - showing empathy and tone of voice (Calls)
- 96% were happy the calls were professional, friendly, helpful and polite (Calls)
- 88% were happy we avoided long silences (Calls)
- 83% were happy we were professional, friendly, helpful and polite (Emails)
Where we need to improve - Data below 70% satisfaction is reported as need for improvement
- 21% were happy we asked if there was anything else we could help with (Calls)
- 59% were happy we confirmed the correct telephone number (Calls)
- 50% were happy we provided the information requested (Emails)
- 50% were happy we asked for dat of birth as part of our identity checks (Emails)
- 33% were happy we asked for name, address, postocde and phone number (Emails)
How our customers have influenced our processes
- Continue with the newly introduced Key Performance Indicators (KPI’s) these include the team leader listening to 3 calls per colleague per month to ensure consistency of service and help identify any areas for training
- Updated the call guidance summary to include asking if there is anything else they can help with and reminders added to team meetings
- Introducing emails as part of the mystery shopping gives new feedback to the team and highlights we need to improve on asking for the data required when responding to emails. This will now form part of the our guides and reminders added to team meetings
- We will be adding an apology on the calls if callers have waited over 90 seconds
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.