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Huntingdonshire District council's Call Centre gets top marks from Mystery Shopper

Top marks were awarded to Huntingdonshire District Council's call centre in a mystery shopping exercise that measured how well they respond to customers.

The exercise, carried out by Mystery Shoppers Ltd, assessed the quality of telephone calls and emails. A variety of measures were used including their helpfulness, the nature of the query, how the customer was greeted and the professionalism of the calls.

18 calls were monitored during October and November 2009.  They achieved 100 per cent in a number of areas and 10 out of 27 for emails. Both scores were an increase on last years; however it did highlight some areas to work on.  An action plan for improving these areas is being written with the aim of being be in the top five in the future.

Councillor Terry Rogers, whose executive responsibilities include customer services said: "It is our priority to provide excellent customer service. The results of the mystery shopping exercise confirm that we are responding positively to our customers. We will be looking to build on our strengths and make improvements, where necessary."

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