Warwickshire County Council April 2005 Overview Waves 18

1
Warwickshire County Council April 2005 -
Overview Waves (1-8)
Warwickshire County CouncilSynovate 941220 April
2005
2
Order of Presentation

• Background Methodology
• Results - Calls
• - Visits
• - Letters
• - Emails
• Conclusions

3
Background

• WCC is committed to continual appraisal of its
  strategy and to improve services provided to the
  public, especially by front line staff
• Standards set out in Charter
• Been conducting Mystery Shopping Checks since
  2000 to examine service delivery

4
Research Objectives

• To measure service delivery across all key
  departments in line with Charter levels
• To monitor the service over time
• From time to time, we include any additional
  areas of interest, for instance we focussed the
  research on ethnic callers in one wave and on
  redirected enquiries in another

5
Methodology

• Mystery shopping contacts by visit, calls,
  letters emails to front-line departments

6
Contacts by Department
7
Details of Methodology

• Enquiries made over a 4 week period allowing 10
  working days for any replies to be received
• All contacts made by local evaluators to ensure
  realistic
• Appropriate scenarios used for each department
• Originally repeated measures quarterly
• Results aggregated across scenarios and
  departments
• Throughout this presentation results are compared
  to data from previous waves. Although still
  comparable it is important to note that the
  mystery shopping evaluation sheet was revised
  between waves 7 and waves 8.

8
Calls
9
Getting Through On First Attempt
Base All answering Wave 1 (83), Wave 2 (63),
Wave 3 (85), Wave 4 (126), Wave 5 (120), Wave 6
(107) Wave 7 (139), Wave 8 (129)

• Majority of calls in wave 8 made in the
  afternoon (86)
• Getting through on 1st attempt - morning 74,
  lunch 95, afternoon 83

10
Average Number Of Rings Before Answering
Base All speaking to operator Wave 1 (83),
Wave 2 (29), Wave 3 (49), Wave 4 (54), Wave 5
(23) Base All getting through to speak to
someone Wave 6 (99), Wave 7 (128) Base All
calls answered by call handler Wave 8 (116)

• Standards Charter states that all calls should
  be answered within 5 rings 88 of calls met
  this requirement compared to 80 in wave 7

11
Call Handling
Transfer Process
Call Handler
Base Wave 7 - All who spoke to a receptionist
(55) Wave 8 All who spoke to a call handler
(116)
Base All who were transferred Wave 7 (33), Wave
8 (26)

• Standards Charter states that call handlers
  should give their name

12
Enquiry Handler Answered Query Correctly
Base All answering Wave 1 (75), Wave 2 (63),
Wave 3 (84), Wave 4 (125), Wave 5 (110), Wave 6
(99), Wave 7 (128), Wave 8 (116)

• A slight fall in Wave 8 compared to Wave 7

13
Enquiry Handler Checking Satisfaction/Understandin
g
Understanding
Satisfaction
Base All answering Wave 1 (75), Wave 2 (63),
Wave 3 (84), Wave 4 (125), Wave 5 (110), Wave 6
(99), Wave 7 (128), wave 8 (116)

• A continued improvement in both measures from
  wave 6 onwards

14
Whether Sent Any Leaflets/Literature
Base All expecting leaflets/literature - Wave 5
(29), Wave 6 (27) Wave 7 (35) Wave 8 (38)

• Fall in the proportion of callers expecting to
  receive literature and actually doing so

15
Staff Ratings
Wave 8
Wave 7
Base All answering Wave 7 (128), Wave 8 (116)

• Increase in figures compared to Wave 7

16
Overall Satisfaction With Enquiry
Handling
4.2
4.0
4.0
4.3
3.8
3.9
4.1
4.0
Very Dissatisfied
Fairly Dissatisfied
Neither/nor
Fairly satisfied
Very satisfied
Base All answering Wave 1 (75), Wave
2 (63), Wave 3 (84),
Wave 4 (124), Wave 5 (120),
Wave 6 (107), Wave 7 (128), Wave 8 (129)

• Increase satisfaction this wave

17
Summary - Calls

• In recent waves, around 80 calls consistently
  getting through first time
• Still less than half call handlers giving their
  name and departments, less than one third saying
  Warwickshire County Council or service name
• 7 out of 10 enquiries answered correctly overall
  room for improvement
• Checking for satisfaction and understanding after
  enquiry is continually improving
• Provision of relevant literature needs to be
  improved

18
Visits
19
Being Seen Immediately
Base All answering Wave 1 (18), Wave 2 (15),
Wave 3 (24), Wave 4 (26), Wave 5 (23), Wave 6
(31), Wave (29), Wave 8 (60)

• There has been a continued fall in the number of
  visitors being seen as soon as they arrive

20
Receptionist Wore A Name Tag/Plaque On Desk
Base All answering Wave 1 (18), Wave 2 (15),
Wave 3 (24), Wave 4 (26), Wave 5 (23), Wave 6
(31), Wave 7 (29), Wave 8 (60)

• The number of staff wearing a name tag/displaying
  a plaque has increased slightly since Wave 7

21
Passed to Another Member Of Staff

Base All answering Wave 1 (18), Wave 2 (15),
Wave 3 (24), Wave 4 (26), Wave 5 (23), Wave 6
(31), Wave 7 (29), Wave 8 (60)

• The majority of visitors had their enquiry
  answered by the first member of
  staff they saw

22
Ratings Of Place Visited
Wave 8
Wave 7
Base All answering Wave 7 (29), Wave 8 (60)

• Improvements have been made in making the
  environments more welcoming, bright and vibrant.

23
Enquiry Handler Answered Query Correctly
Base All answering Wave 1 (18), Wave 2 (15),
Wave 3 (24), Wave 4 (27), Wave 5 (23), Wave 6
(31), wave 7 (29), Wave 8 (60)

• Disappointing down turn in proportion of
  correctly answered enquiries in Wave 8

24
Enquiry Handler Checking Satisfaction/Understandin
g
Satisfaction
Understanding
Base All answering Wave 1 (18), Wave 2 (15),
Wave 3 (24), Wave 4 (27), Wave 5 (23), Wave 6
(31), Wave 7 (29), Wave 8 (60)

• Since wave 6, the percentage of staff checking
  satisfaction has fallen only slightly, whilst
  checking of understanding has fallen more
  dramatically

25
Whether Given/Offered Any Literature/Leaflets
Warning Low Base Sizes
Base All expecting to be given
leaflets/literature - Wave 5 (9), Wave 6 (11),
Wave 7 (8), Wave 8 (15)

• The level receiving leaflets or literature has
  fallen to to around half

26
Staff Ratings
Wave 8
Wave 7
Base All answering Wave 7 (29), Wave 8 (60)

• Many aspects of staff ratings have fallen from
  the levels seen in Wave 7

27
Overall Satisfaction with Enquiry Handling
4.5
4.2
3.9
4.0
4.1
4.7
4.5
4.2
Very Dissatisfied
Fairly Dissatisfied
Neither/nor
Fairly satisfied
Very satisfied
Base All answering Wave 1 (16), Wave 2 (14),
Wave 3 (24), Wave 4 (26), Wave 5 (23), Wave 6
(31), Wave 7 (29), Wave 8 (60)

• Level of satisfaction has continued to decrease
  since wave 6

28
Summary - Visits

• Number of visitors being seen immediately has
  continued to fall
• Number of reception staff wearing a name tag or
  showing some kind of ID plaque is lower than half
• Overall reception environments have improved
  slightly since previous wave
• Disappointing fall in proportion of correct
  answers to enquiries priority for improvement
• Only half of those expecting to receive leaflets
  were actually given them this should also be
  improved

29
Letters
30
No Reply Received To Letter Enquiry
Base All answering Wave 1 (32), Wave 2 (39),
Wave 3 (46), Wave 4 (77), Wave 5 (68), Wave 6
(70), Wave 7 (67), Wave 8 (57)

• Overall 1 in 5 of those who sent letter enquiries
  did not receive a reply. However, this is a
  continued improvement on Waves 6 7.

31
Letter Very Easy To Understand
Base All receiving reply to their letter Wave
1 (24), Wave 2 (25), Wave 3 (28), Wave 4 (65),
Wave 5 (45), Wave 6 (30) , Wave 7 (47), Wave 8
(40)

• Good improvement in the ease of understanding
  for letter correspondence

32
Enquiry Handler Answered Query Correctly
Base All receiving reply to letter Wave 1
(24), Wave 2 (28), Wave 3 (28), Wave 4 (65), Wave
5 (45), Wave 6 (43), Wave 7 (49), Wave 8 (46)

• Disappointing down turn in proportion of
  correctly answered enquiries in Wave 8

33
Whether Sent Any Literature/Leaflets
Base All expecting to be sent leaflets/literature
Wave 5 (21), Wave 6 (26), wave 7 (23), Wave 8
(39)

• 10 fall in those expecting literature and
  actually receiving it

34
Letter Ratings
Wave 8
Wave 7
Base All answering Wave 7 (47), Wave 8 (40)

• Increases have been recorded this wave compared
  to the lower levels seen last wave.

35
Overall Satisfaction With Enquiry Handling
4.4
4.4
4.3
4.3
3.8
4.4
4.6
3.7
Very Dissatisfied
Fairly Dissatisfied
Neither/nor
Fairly satisfied
Very satisfied
Base All receiving reply Wave 1 (24), Wave 2
(28), Wave 3 (28), Wave 4 (67), Wave 5 (46), Wave
6 (43), Wave 7 (45), Wave 8 (57)

• Lowest level of satisfaction recorded ever

36
Summary - Letters

• Encouraging improvement to number of responses
  received to letters
• Downturn in number of letter enquiries answered
  correctly area for improvement
• One quarter of letter contacts are not being sent
  relevant literature/leaflets
• Marked improvements in overall ratings

37
Emails
38
No Reply Received To Email Enquiry
Base All answering Wave 1 (26), Wave 2 (21),
Wave 3 (27), Wave 4 (40), Wave 5 (44), Wave 6
(58), Wave 7 (65), Wave 8 (74)

• 1 in 5 of those who sent email enquiries did not
  receive a reply, this is an increase on Waves 6
  7.

39
Reply Very Easy To Understand
Base All receiving reply to their email Wave 1
(22), Wave 2 (17), Wave 3 (22), Wave 4 (27), Wave
5 (37), Wave 6 (48), Wave 7 (54), Wave 8 (57)

• Slight fall this wave - but consistently high
  scores achieved

40
Enquiry Handler Answered Query Correctly
Base All receiving reply to their email Wave 1
(22), Wave 2 (17), Wave 3 (22), Wave 4 (27), Wave
5 (37), Wave 6 (48) Wave 7 (54), Wave 8 (58)

• Marked improvement in the proportion of
  enquiries answered correctly

41
Email Ratings
Wave 8
Wave 7
Base All answering Wave 7 (54), Wave 8 (57)

• Email ratings have increased compared to the low
  ratings seen last wave.

42
Overall Satisfaction With Enquiry Handling
4.1
4.2
3.6
4.2
4.1
4.5
4.3
3.9
Very Dissatisfied
Fairly Dissatisfied
Neither/nor
Fairly satisfied
Very satisfied
Base All receiving reply to their email Wave 1
(22), Wave 2 (17), Wave 3 (22), Wave 4 (27), Wave
(37), Wave 6 (48), Wave 7 (54), Wave 8 (74)

• Almost half are very satisfied with email
  enquiry handling

43
Summary - Emails

• 1 in 5 of those who made email contacts did not
  receive a reply.
• Improvement in the proportion of enquiries being
  answered correctly
• Marked improvements in overall ratings

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Conclusions

• Generally good level of calls getting through
• Number of visitors being seen immediately has
  continued to fall
• Need for overall improvements in the provision of
  literature/leaflets for calls and visits
• 7 out of 10 enquiries answered correctly overall
  for calls and visits room for improvement
• Checking for satisfaction and understanding after
  telephone enquiries is continually improving
• Overall responses are received for 1 in 5 of all
  email and letter contacts
• Decrease in proportion of email enquiries being
  answered correctly

45
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