Mystery shopping results
We are working to improve services across the organisation, and by tracking our performance as seen above, we can monitor our progress.
Published On: 16/09/2009
As part of our approach to involving residents in our drive to improve customer satisfaction, we have set up a mystery shopping programme so scrutiny comes direct from our customers.
The latest round showed a dip in our performance for responding to phone calls and making visits to our residents. However, an improvement in the quality of response to emails was reported - resulting in the highest average score since the programme began.
Residents also reported we answer phone calls within 15 seconds, and Contact Centre staff used the corporate greeting, resolved data protection issues and remained calm on all calls. In contrast, our syndicate mystery shopping programme - where other social housing organisations test our services - reported our lowest performance to date.
We are using these results to feed into a customer care review aimed to identify areas which will boost customer satisfaction. To find out more about mystery shopping:
020 8314 9267 getinvolved@lewishamhomes.org.uk
