Mystery Shopping Wave 2 was carried out September - October 2000.
Mystery Shoppers were employed to contact Warwickshire County Council by telephone, visits, letters and e-mails. This was done in order to monitor standards and track satisfaction.
138 scenarios were produced, made up of 15 visits, 63 calls, 39 letters and 21 e-mails.
If you would like anymore information, please contact us by e-mail |  | Calls
 90% found the number to ring with no problem
72% of calls were answered within 5 rings
44% of calls were transferred, with 86% of them taking less than 30 seconds to go through
Visits
87% of visitors found no problem finding the place
Rating of the reception area (1=very poor, 10=excellent)
Welcoming - 6.3
Bright and vibrant - 6
Business like - 6.4
Staff were found to be polite and friendly
Letters
86% of letters were found easy to understand
57% of letters received contained some form of literature
Replies to letters were polite and professional
E-mails
All e-mails were easy to understand
59% of people felt they had received the correct response | | |