Mystery Shopping Wave 7 was carried out March - April 2004.
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.
292 scenarios were produced, made up of 29 visits, 133 calls, 65 letters, 54 direct e-mails and 11 e-mails via the web.
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 80% of calls got through on the first attempt
81% of calls were answered within 5 rings
84% of staff offered a greeting (e.g. hello/ good morning)
97% of people felt the call handler acted with discretion
Visits
24% of visitors were passed to someone else to deal with their enquiry, but no-one was sent to another building
83% felt they had received a correct response
Staff were found to be polite (rated 9.3 out of 10)
Letters
96% of letters replies arrived within 10 days
89% were found very easy to understand
The replies were thought to be written in a professional manner (8.4 out of 10)
E-mails
78% of people received a full e-mail reply
65% felt they received a correct response
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