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Mystery shopper scores us second best

14 Oct 2016

Mystery shopper scores us second best

Gisborne District Council has been rated in the top 10 councils for customer experience after a recent mystery shopper phone survey. Council’s call centre staff scored 93.3% and placed second equal out of 78 councils surveyed.

Announced at the ALGIM Customer Services Symposium last month, customer services manager Angela Stuart says she had no idea a ‘mystery shop’ had been carried out.

ALGIM undertakes a mystery shop exercise annually between August – September.

The exercise involves a telephone call to councils between the hours of 8am – 5pm, on week days. Each council is asked a standard question and an assessment is made of the customer experience received.

“We’re really pleased that our team are recognised for the great customer experience they provide,” says Mrs Stuart.

“We’ve received the feedback on our call. It shows what callers are looking for in a great customer service experience which we will build on, and can translate to the other methods of contact and service as well.”