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Mystery Shopping Wave 1. May 2000 | ||||
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| Mystery Shopping Wave 1 was carried out April-May 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. 159 scenarios were produced, made up of 18 visits, 83 calls, 32 letters and 26 e-mails. (Requires Adobe Acrobat - click here for a free copy) If you would like anymore information, please contact us by e-mail | | Calls 96% of calls got through on the first attempt (got the ringing tone) 80% got through within 5 rings 96% of staff gave a greeting (e.g. good morning/ afternoon) 57% said 'Warwickshire County Council' 84% gave the department/ location nameVisits Only two people had to wait more than two minutes 50% of visits involved no wait at all 37% of receptionists had readable name badges or plaques on their desks. 22% had a name badge but could not be read properly (due to the way in was written or because clothes were folded over it) 56% felt they received a correct response 25% had been given a partial responseLetters 79% of the letters were found to be very easy to understand 58% felt they had received the correct response Overall, staff were found to be polite (9.05 out of 10), keen to solve problems (8.95) and professional (8.52)E-mails 91% of the e-mails were found to be very easy to understand 59% felt they had received the correct response Staff were found to be helpful (8.25 out of 10), knowledgeable (8.21) and polite (8.04). | |     |
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