Mystery shoppers point out service gaps
06/02/2007
Thanks to our team of mystery shoppers, we are planning to adopt three new standards to enhance our services to customers.
The mystery shopping exercise last year was carried out by a number of residents who volunteered to test our services anonymously by making phone calls and visits to the offices.
Afterwards, they told us that they felt we should have three more service standards to add to those we already follow. These would set target timescales for responding to letters, providing information and visiting people at home. We consulted with our Customer Excellence Panel and agreed the following new standards.
Now it’s over to you to tell us what you think about them. They are:
- ‘We aim to acknowledge receipt of your letter within one working day. You will normally receive a full written reply within 10 working days’
- ‘We will try to understand your specific needs by asking appropriate questions and will then aim to send the appropriate documents to you within three working days of your request’
- ‘If you want an officer to visit you at home we will make an appointment and visit within 10 working days’
If you have any views on any of the proposed service standards above, please email the Policy and Information Team