Reality check for Redland’s customer services
We tested our Customer Services using residents trained as
mystery shoppers again this year and the results have now been
presented to the Redland Management Team, to the Redland Residents’
Committee, to the whole staff team, and the Customer Care focus
group.
The results show an improvement on last year’s results for staff
treating customers as individuals, in the accuracy of information
provided by staff, and in responses to written communication. 84%
of shoppers said they were satisfied (48%) or very satisfied (36%)
with the response overall.
Here are the achievements and improvements:
- 77% of queries resolved straight away (target 70%)
- 89% positive response for treating people as an individual (+
11% on last year)
- 48% positive response for offering further information (+
24% on last year)
- 90% positive response on giving accurate information (+ 9%
on last year)
- 92% replies to written queries within the timescale (+9% on
last year)
Here are the observations and learning points:
- More success resolving queries for written queries than phone
queries.
- Most common cause of unsuccessful shops was insistence on
getting name and address of the customer - 'said they couldn’t help
without my address'.
- Not everyone finds the website easy/intuitive to use (finding
information about rents and how to make a complaint).
- There are still more opportunities to offer further
information.
The Redland management team signed up to some actions as a
result of the project which you can read about in the report
opposite.
|
|
Download the
mystery shopping report for 2009.
If you would like to read the full report, or
would like to find out more about becoming a mystery shopper or
tenant inspector, contact Chris Wildman, Resident Involvement
Manager, on 0117 938 2700.