MYSTERY SHOPPING

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					MYSTERY SHOPPING
The use of Volunteers to look at the Customer Care
                      Centre

               Peter Shorrock
        Community Engagement Manager
    Customer Care Centre: The Hub
•   To measure the response times:
•   Treated with Respect:
•   A clear response:
•   Response in jargon:
•   Friendliness:
•   Accurate Information:
•   Going that extra mile:
          General Comments
• Automated response gave good information:
• Concerns about trying to get information rather
  than listen to the problem:
• Concerns that Help Direct not offered as a
  solution to some needs:
• Concerns that response sometimes felt it was
  made on a automatic basis:
• Some callers felt a loss of confidence following
  making the call:
                Results
• Using fictitious names and address did
  cause difficulties:
• A pre-meeting to discuss scenarios and
  expectations was good:
• ‘Low’ level needs versus ‘complex’ needs
• Have we advised people of Help Direct
  enough:

				
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