Mystery Shopping Wave 6 was carried out June - July 2003.
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.
266 scenarios were produced, made up of 31 visits, 107 calls, 70 letters and 58 e-mails.
If you would like anymore information, please contact us by e-mail |  | Calls
 79% of calls got through on the first attempt
83% of calls were answered within 5 rings
67% of staff said the department name
Of those who received literature as a result of the call, 60% had a compliments slip
Visits
Rating of the reception area (1=very poor, 10=excellent)
Welcoming - 9.3
Bright and vibrant - 9
Business like - 9.3
Staff were found to be efficient (9.7 out of 20), polite (9.6) and professional (9.6)
94% of staff took the time to ensure visitors had fully understood all they had been told
Letters
88% of replies to letters arrived within 10 days
All of the replies were easy to understan
74% felt they had received a correct response
E-mails
All e-mail responses were received within 10 days
94% of the responses were very easy to understand
83% felt they received a correct response | | |