Warwickshire County Council Mystery Shopping Overall vs' Social Services December 2005

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Warwickshire County Council Mystery Shopping
Overall vs. Social Services December 2005
Warwickshire County CouncilSynovate 952594 Decem
ber 2005
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Contents

• Background Methodology
• Results
• Calls
• Visits
• 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), SS (5)
Base All answering Overall (32), SS (4)

• Social services not performing as well as
  overall, although on average calls are answered
  within 4 rings

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Call Handling
Transfer Process
Call Handler


(2)
(2)
(2)
(2)
(1)
(1)
(1)

Base All who spoke to a call handler (Overall
32, SS 4)
Base All who were transferred (Overall 32, SS 4)
Caution low base

• 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), SS (5)
Base All answering Overall (34), SS (5)

• Majority of telephone enquiries answered
  correctly

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Leaflets Website
Sent Leaflets/literature
Directed to Website
N/A
N/A
Base All expecting leaflet/literature
Overall (34), SS (0)
Base All expecting to be directed to website
Overall (34), SS (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
Social Services
Base All answering Overall (34), SS (5)

• Social Services ratings are higher than overall
  in all cases

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Overall Satisfaction With Enquiry
Handling
Base Overall (36), SS (5)

• 4 in 5 Social Services enquiries was handled to a
  very satisfied level

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Summary - Calls

• Number of callers getting through on their first
  attempt could be improved
• On average calls answered well within 4 rings
• Transfer process could be improved
• 50 more than 30 secs
• 50 details not passed on
• Majority (8 out of 10) enquiries answered
  correctly
• Checking of satisfaction and understanding of
  enquiries is above average

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Visits
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Reception
Being Seen Immediately
Verbally Greeted by Receptionist
Base All answering Overall (25), Social
Services (7)
Base All answering Overall (25), Social
Services (7)

• All visitors are seen immediately at Social
  Services reception

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Reception
Wore Name Tag/plaque on Desk
Passed to Another Member of Staff
Base All answering Overall (25), Social
Services (7)
Base All answering Overall (25), Social
Services (7)

• Standards Charter states that staff should wear
  an identity badge

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Visit Experiences
Passed to other staff member
Initial Contact


(1)
(1)
(3)
(1)
(6)
(1)
(3)
Base All who spoke to reception (Overall 25,
Social Services 7)
Base All who were transferred to another person
(Overall 25, Social Services 7)

• Standards Charter states that call handlers
  should give their name

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Ratings Of Place Visited
Overall
Social Services
Base All answering Overall (25), Social
Services (7)

• Reception ratings are similar to those overall

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Answered Query Correctly
Enquiry Handler
Checking Satisfaction/Understanding
Base All answering Overall (25), Social
Services (7)
Base All answering Overall (25) Social
Services (7)

• 8 out of 10 Social Service enquiries were
  answered correctly which is slightly lower than
  the overall

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Leaflets Website
Given Leaflets/literature
Directed to Website
All expecting leaflet/literature Overall (25),
Social Services (7)
Base All expecting to be directed to website
Overall (25), Social Services (6)

• 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
Social Services
Base All answering Overall (25), Social
Services (7)

• Social Services ratings are slightly better than
  overall

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Overall Satisfaction With Enquiry
Handling
Base Overall (25), SS (7)

• Almost 9 out of 10 are very satisfied with the
  handling of their enquiry

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Summary - Visits

• 10 out of 10 visitors to reception were seen
  immediately
• A very low number of reception staff wore a name
  badge this should be encouraged
• Satisfaction/Understanding were both 100 which
  is very positive
• Staff ratings were higher than average

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Conclusions

• A low number of social services reception staff
  were wearing name badges this is stated in the
  Standards Charter and should be improved
• Improving the level of correct answers given to
  enquiries could be a target across visits and
  calls
• More telephone enquirers could be directed to the
  WCC website

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