1 May 2008: Mystery shoppers try out Environmental Health

Media: 988

Lewes District Council’s Environmental Health department commissioned an independent mystery shopper exercise to establish the quality of service experienced by customers who contact the department by telephone, email or letter.

Fifty ‘mystery shopper’ enquiries were made to the department covering all service areas over a three week period in February including telephone calls, emails and letters. 

JB Consultancy who undertook the survey concluded that “customer service levels within Environmental Health are high. The mystery callers were above all impressed with the level of customer service and professionalism they received from Environmental Health administration staff and officers. The staff were polite, helpful and professional in their manner, call backs were most often received within 24 hours and the officers are knowledgeable about their service areas”.

The Mystery Shopper exercise has highlighted some areas of excellent customer service. The survey has also highlighted some areas for improvement both for the organisation and the department and we will be working with the consultant to agree an action plan for continuing improvement and to promote good practice.
Some additional comments received included:
“The officers were clear, concise and polite. The officer called back promptly at a convenient time, called promptly and was friendly and helpful.”

“The officer was very well informed about the service area, was extremely helpful and proactive.”
“The officer gave excellent, clear and comprehensive advice.”
A full copy of the report and action plan will be published on our website, http://www.lewes.gov.uk/, later in May.

For more information regarding Environmental Health Services or the mystery shopper exercise, contact Mark Wiltshire, Environmental Health Manager on 01273 484368 or email mark.wiltshire@lewes.gov.uk.

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Media enquiries: Liz Lacon, Communications Manager