Mystery shopping

Created on Friday, January 6th, 2012
by Steve Atkin

In late 2011 Derwent Living was mystery shopped by customers to test how well we are doing. Mystery shopping is a tool used externally by organisations to measure quality of service or compliance to regulation, or to gather specific information about products and services.

One of the learning points from the exercise was that we offer our best communication service through the customer service adviser team.

Customers’ calls are immediately logged.  There is a fantastic line-up of skilled and knowledgeable colleagues in the team so regardless of holidays, meetings or illness, there will be someone to take the call.  Derwent Living has a contact management computer system that monitors calls we receive and records all the information we need to answer customer enquiries efficiently.

So to get the best service, we need customers to contact the customer service team rather than phone direct to the colleague they think they need.  That colleague may not be at work, may be in a meeting, with another customer or driving and the message may get missed.  Whereas the team of customer service advisors may be able to help with the issue themselves or find a person who can.

You can contact the Customer Service Advisor Team on 01332 346477.

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