It is widely recognised that Mystery Shopping helps Local Government measure and monitor the satisfaction of service users.
Poor levels of customer service damages customer satisfaction and spread negative perceptions about Local Government services.
Local Government Mystery shopping explores the actual customer experience at a moment in time. It provides a unique way of measuring performance against set standards and identifies strengths and weaknesses.
Mystery Shopping within Local Government provides a powerful tool for service managers by highlighting areas requiring improvement.
Mystery Shopping can be conducted within the Local Government in a number of ways e.g. in person, by telephone, by letter etc. Many Local Government use mystery shopping to measure and monitor the impact to their uses of the organisational changes they make.
Retail Active Mystery Shoppers test genuine everyday scenarios within Local Government services. We measure actual performance against set quality standards. The scenarios we choose are relevant and credible and our Mystery Shoppers are well trained and reflect the profile of the service users.
At Retail Active we take time to recruit and train our Mystery Shoppers to ensure they meet the exacting standards expected by Local Government.
We collect factual information based on the behaviours we observe and we work with you to create meaningful action plans for your teams.
What can be measured by Mystery Shopping Local Government?
Face to face enquiries and interactions – How welcoming were Local Government staff? How long was the wait? How well did staff handle the enquiry?
Call backs – How quickly were service users called back?
Out of office hour calls – How were these handled? Was the service user called back?
Complaints – Were these handled in line with Local Government guidelines?
We will work with you to determine what should be measured, ensure your data is accurate and create meaningful reports.
We are experts in the Local Government sector. If you would like to know more about the services we offer at Retail Active call us on +44 (0)1235 856575. We would love to hear from you.
You can contact us by post at the address below or by email.
- Retail Active
- Sequential Solutions Ltd
- Start Electron
- Fermi Avenue
- Harwell Science and Innovation Campus
- OX11 0QR
- United Kingdom