Blocks with smiley faces to represent different satisfaction levels

Find out what our mystery shoppers are saying!

Trained customers carry out mystery shopping exercise by listening to calls made to our customer services team and answering a set of questions. 

The aim is to make sure our services are delivered equally by everyone and to identify training needs within the team. 

December's results!

83% of the mystery shoppers were happy with the overall service

What went well

  • 98% were happy with the identity checks
  • 84% were happy that we were professional, friendly, helpful and polite
  • 81% were happy the customer understood what happens next
  • 79% were happy with the chatting to avoid long silences

Where we need to improve

  • 93% felt we needed to promote the Hafod 24/7 app and website more
  • 68% felt we needed to improve on asking if there is anything else we can help with
  • 62% felt we needed to improve on our enhanced identity checks
  • 35% felt we needed to improve the explanation of timescales and give a reference number

How our customers have influenced our processes

  • Changes to our identity checks - minimum of four pieces of identity will be requested for all calls (Name, Postcode, Date of Birth, Telpehone Number, Address)
  • Importance of promoting online options - added to all team meetings and to the training programme
  • Closing call summary guidance - updated to include is there anything else/is that everything we can help you with
  • Repeated low scores - Team leader will explore individual monitoring/targets

If this is something that you would like to be involved in please email for our Customer Engagement Officer to get in touch for a chat. 

Published: Thursday, 1st February 2024