Polite, courteous and professional – that is what a recent project with Council tenants has suggested.
South Ayrshire Council is benefiting from the feedback received from tenant mystery shoppers who have been road testing some Council housing services.
Councillor Philip Saxton, Housing and Customer First Portfolio Holder for the Council said: "The purpose of the mystery shopping was to get a real time feel for the quality of every day Council Services from our tenants. The feedback has helped us to focus staff training and improvements on areas where tenants feel we could do better
The tenant mystery shoppers carried out a range of activities including:
- Making 20 live telephone calls to the Council's Customer Contact Centre to report a repair.
- Listening to 7 pre-recorded calls of Council tenants and customers reporting a repair.
- Visiting the Customer Service Centres in Troon, Prestwick, Ayr, Maybole and Girvan to request housing related information, and record the customer experience, this was done over 26 visits.
Here is some of the feedback from the project:
100% found customer service staff to be polite, courteous and professional and 94% were satisfied or very satisfied with the service provided from live telephone calls.
89% were greeted on arrival at a Customer Service Centre by a staff member and 85% of responses stated that staff listened and responded to the needs of the mystery shopper.
One of the mystery shoppers said: "I really enjoyed being involved in the first ever mystery shopping project with South Ayrshire Council. It was a great chance to test the service from a customer's view point and my feedback has helped to make improvements. It was also an opportunity for me to learn new skills and make new friends. I can't wait to go back and test the service again to check out what improvements for other customers have occurred due to our recommendations."
Councillor Saxton concluded: "Since we received the mystery shopper's feedback we have improved signage inside and outside Customer Service Centres, set targets to further improve call connection times and ensured our frontline staff wear new larger name badges."
If you would like to get involved in our next mystery shopping project, please register your interest with Gordon Campbell at Gordon.Campbell@south-ayrshire.gov.uk or call 01292 612968. The full report can be found online at www.south-ayrshire.gov.uk/tenant-participation or to receive a paper copy of the report, please contact Gordon Campbell.