Warwickshire County Council Mystery Shopping Overall vs' Chief Execs December 2005

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Warwickshire County Council Mystery
ShoppingOverall vs. Chief Execs December 2005
Warwickshire County CouncilSynovate 952594 Decem
ber 2005
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Contents

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

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Background

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

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Research Objectives

• To measure service delivery across all key
  departments in line with Charter levels
• To monitor the service over time
• Additionally, from time to time, any additional
  areas of interest are included - for instance
  focussed the research on ethnic callers in one
  wave and on redirected enquiries in another
• Autumn 2005 intended as cut down wave of research
  to focus on issues from Spring wave (so some
  sample sizes are small)

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Methodology

• Mystery shopping contacts are made by visits,
  calls, letters and emails to front-line
  departments

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Contacts by Department
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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 contacts
• Appropriate scenarios used for each department
• Originally repeated measures quarterly now
  bi-annually
• Results are aggregated across scenarios

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Calls
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Getting Through On First Attempt
Getting Through
Average No. Of Rings Before Answer
Base All answering Overall (36), Chief Execs
(10)
Base All answering Overall (32), Chief Execs
(9)

• Chief Execs outperforming the average in terms of
  getting through on the first attempt and within 4
  rings.

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Call Handling
Transfer Process
Call Handler
(8)
(2)
(1)
(2)
(0)
(4)
Base All who spoke to a call handler (Overall
32, Chief Execs 9)
Base All who were transferred (Overall 2, Chief
Execs 0)

• Standards Charter states that call handlers
  should give their name

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Answered Query Correctly
Enquiry Handler
Checking Satisfaction/Understanding
Base All answering Overall (34), Chief Execs
(9)
Base All answering Overall (34), Chief Execs
(9)

• Correctly answered queries given by Chief Execs
  dept is the same as the overall result

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Leaflets Website
Sent Leaflets/literature
Directed to Website
N/A
N/A
Base All expecting leaflet/literature Overall
(34), Chief Execs (0)
Base All expecting to be directed to website
Overall (34), Chief Execs (0)

• Charts show percentages of those expecting to
  receive some form of literature or directions to
  the WCC website based on their scenario.

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Staff Ratings
Overall
Base All answeringOverall (34), Chief Execs (9)
Chief Execs

• Call handlers in the Chief Execs dept rated
  slightly higher than overall, except in their
  Efficient, Warm and Friendly and Interested where
  the ratings are the same.

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Overall Satisfaction With Enquiry
Handling
Base Overall (36), Chief Execs (10)

• 3 in 5 Chief Exec enquiries was handled to a very
  satisfied level

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Summary - Calls

• Number of callers getting through on their first
  attempt was better than overall
• On average calls answered well within 5 rings
• Call handlers greet more than other depts
  overall, improvements could be made in providing
  their department, their name, council name and
  service name to callers.
• Encouragingly all enquiries were answered by the
  original call handler
• 8 out of 10 queries answered correctly
• Staff ratings are the same or better than those
  for all departments overall

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Visits
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Reception
Being Seen Immediately
Verbally Greeted by Receptionist
Base All answering Overall (25), Chief Execs
(9)
Base All answering Overall (25), Chief Execs
(9)

• Good results for initial Chief Execs reception
  contact

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Reception
Passed to Another Member of Staff
Wore Name Tag/plaque on Desk
Base All answering Overall (25), Chief Execs
(9)
Base All answering Overall (25), Chief Execs
(9)

• Standards Charter states that staff should wear
  an identity badge

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Visit Experiences
Passed to other staff member
Initial Contact

(2)
(9)
(2)
(3)
(9)
(2)
(4)

Base All who visited reception (Overall 25,
Chief Execs 9)
Base All who were transferred to another person
(Overall 3, Chief Execs 2)
Caution low base

• The Chief Execs reception offered complete
  acknowledgement and greeting.

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Ratings Of Place Visited
Overall
Chief Execs
Base All answering Overall (25), Chief Execs (9)

• Chief Execs reception was rated highly across all
  aspects

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Answered Query Correctly
Enquiry Handler
Checking Satisfaction/Understanding
Base All answering Overall (25) Chief Execs (9)
Base All answering Overall (25), Chief Execs
(9)

• All Chief Execs enquiries were answered correctly
  with a good level of checking for satisfaction
  and understanding

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Leaflets Website
Given Leaflets/literature
Directed to Website
Base All expecting leaflet/literature Overall
(25), Chief Execs (5)
Base All expecting to be directed to website
Overall (25), Chief Execs (2)

• Charts show percentages of those expecting to
  receive some form of literature or directions to
  the WCC website based on their scenario.

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Staff Ratings
Overall
Chief Execs
Base All answering Overall (25), Chief Execs
(9)

• Chief Execs ratings outperform the average
  across all categories

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Overall Satisfaction With Enquiry
Handling
Base Overall (25), Chief Execs (9)

• All Chief Exec enquirers are very satisfied

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Summary - Visits

• Good results for initial Chief Exec reception
  contacts
• Very good acknowledgement and verbal greeting by
  staff
• Chief Exec obtained high rating for reception
  environment
• Enquiry handling and staff ratings very good
• Staff members could be more proactive in
  providing directions to appropriate WCC websites
  and in providing appropriate literature

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Emails
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Replies Received To Email Enquiry
Email Contacts
Receiving No Reply To Email
Base All receiving reply - Overall (45) Chief
Execs (10) All receiving acknowledgment - Overall
(6) Chief Execs (2) All Receiving full reply -
Overall (28) Chief Execs (8)
Base All answering Overall (45) Chief Execs
(10)

• Email contacts received a reply within a short
  period of time

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Answered Query Correctly
Enquiry Handler
Reply Easy To Understand
Base All answering Overall (28) Chief Execs (8)
Base All answering Overall (28),Chief Execs (8)

• 3 out of 5 enquiries were answered correctly and
  were easy to understand in line with overall
  email contacts

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Leaflets Website
Given leaflets/literature
Directed to website
All expecting leaflet/literature Overall (28),
Chief Execs (1)
Base All expecting to be directed to website
Overall (28), Chief Execs (1)

• Charts show percentages of those expecting to
  receive some form of literature or directions to
  the WCC website based on their scenario.

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Staff Ratings
Overall
Chief Execs
Base All answering Overall (28), Chief Execs
(8)

• Chief Exec emails received high ratings for staff
  with the highest being professionalism

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Overall Satisfaction With Enquiry
Handling
Base Overall (45), Chief Execs (10)

• 7 in 10 Chief Execs email enquiries were very
  satisfied with the way their enquiry was handled

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Summary - Emails

• The level of response to emails was satisfactory,
  although still room for improvement
• On average a full email response was given in
  just over a day
• 6 out of 10 responses were answered correctly
  with all responses easy to understand but the
  level of correct answers should be improved
• Particularly high ratings were achieved for
  politeness, knowledgeable and professionalism of
  emails

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Conclusions

• Overall enquiry handling for the Chief Execs was
  rated highly, particularly for visits
• Visits to the Chief Execs reception area revealed
  staff and environment to be performing very well
• Acknowledgements and full responses to e-mail
  enquiries made to Chief Execs dept took shorter
  than the average
• Level of response for e-mail enquiries answered
  satisfactory, but there is no room for
  complacency similarly the level of correct
  answers provided

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