Find out what our Mystery Shoppers are saying!
Trained customers carry out mystery shopping exercises in two different ways. The aim is to make sure our services are delivered equally by everyone and to identify training needs within the team.
- Calls - Listen to recorded calls made to our Customer Services team and answer a set of questions. The questions enable feedback on the process, customer experience and overall level of service provided. Customers also had the opportunity to leave a comment after each call.
- Emails - Recognising that phone calls are not the only method of communication from our customers, we have expanded the mystery shopping exercise to include emails sent to our enquiries and repairs inbox. The mystery shoppers were issued scenarios to email from their personal email and complete a feedback form based on the reply they received.
March's results!
Our mystery shoppers told us:
100% of the mystery shoppers were happy with the overall service
Calls - What went well
- 97% were happy with the identity checks
- 76% were happy with our enhanced identity checks
- 77% were happy we confirmed the correct telephone number
- 88% were happy with the explanation of timescales and a reference number was given to the customer
- 97% were happy the customer understood what happens next
- 97% were happy with our behaviours - showing empathy and tone of voice
- 97% were happy the calls were professional, friendly, helpful and polite
- 100% were happy we avoided long silences
Calls - Where we need to improve. Data below 70% satisfaction is reported as need for improvement
- 46% were happy we asked if there was anything else we could help with
Emails - What went well
- 100% were happy we were professional, friendly, helpful and polite
- 100% were happy we added a name at the end of the email
- 100% were happy we responded within one day
Emails - Where we need to improve. Data below 70% satisfaction is reported as need for improvement
- 40% were happy no information was provided before requesting the identity checks
- 50% were happy we asked for date of birth as part of our identity checks
- 50% were happy we asked for name, address, postocde and phone number
- 30% were happy we asked if there was anything else we could help with
How our customers have influenced our processes
- Asking if there’s anything else we can help with: This area showed a gap in performance, with a 25% decrease from previous months. We’ll put greater focus on ensuring that every customer interaction is fully explored, offering opportunities to address any additional concerns or questions.
- Avoiding long silences: We have improved significantly in this area, achieving 100% performance in recent months. Ensure we keep improving as effective communication is essential for a positive customer experience.
- By continually listening to our customers, we can focus our efforts where they matter most, ensuring we meet their needs and exceed their expectations. We are committed to making ongoing improvements and will continue using this feedback to inform our decisions.
If this is something that you would like to be involved in please email getinvolved@hafod.org.uk for our Customer Engagement Officer to get in touch for a chat.