Mystery Shopping Wave 9 was carried out September - October 2006.
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.
340 scenarios were produced, made up of 54 visits, 122 calls, 60 letters, and 104 e-mails.
(Requires Adobe Acrobat - download a free copy)
If you would like anymore information, please contact us by e-mail
|  | Calls
 76% average overall satisfaction
93% of calls were answered within 5 rings
96% of staff were felt to have been helpful
Visits
82% average overall satisfaction
Wheelcahir access scored 91% and provision of disabled parking scored 77%
96% of staff were felt to have understood the enquiry
Letters
61% averge overall satisfaction
72% of letters received replies to enquries
The average speed of final reply was 5.1 days
E-mails
67% average overall satisfaction
81% of e-mails received replies to enquiries
The average speed of a final reply was 1.6 days
| | |