Mystery customers helping council improve services
A team of volunteers are helping Telford & Wrekin Council gain insight into the services it delivers, through mystery customer visits and feedback.
The mystery customers are a mix of residents and service users who have all volunteered and give up their time to check, review and assess what the council does and report back on their experiences.
They test a range of council services, providing insight into the customer journey, expectations and experience and highlighting what went well, along with any areas in need of improvement.
Councillor Rae Evans (Labour), cabinet member for finance, governance and customer service, said: “We are a forward looking Council and the Mystery Customer Programme is a proactive approach to testing the services this council provides, to make sure that we meet customer expectations and that our services are constantly improving.
“Their honest, open and constructive feedback provides positive input, helping to test and shape the services we provide.
As a mystery customer, Jenni has tested a range of services that Telford and Wrekin Council offers and feels valued in her role: “I have enjoyed working as a mystery customer as I feel it is a valuable contribution to the council who serve us. It enables them to see how the services they offer are experienced and perceived by the public and to make improvements where and if necessary. As a retired person, it is also good to feel valued again.”
Alan has ‘mystery shopped’ a range of services for the council and given his feedback. Most recently, Alan visited The Place in Oakengates for the pantomime, assessing service standards, testing out the booking and ticketing processes, as well as on-site facilities. He said: “If you have an eye for detail and are happy giving constructive feedback, then being a mystery customer is a great role. We get to test out the services the council offers, and let them know what’s good and what could do with improvement.
Andy’s role as a mystery customer has involved testing many of our online and telephone services, mystery calling different departments and reviewing the website for accuracy and ease of use. He said: “By getting involved I can help the council with the ongoing improvement of services, and highlight those that fall below standard.
“One piece of feedback I gave was around the name of the council’s online chat bot. Originally called ‘TelfBot’, I didn’t think this was very user- or search engine-friendly, was pleased that my suggestion was listened to, and the name changed to ‘Ask Tom’.”
For more information about the Mystery Customer Programme and other ways to get involved and help shape services at Telford & Wrekin Council, visit: https://www.telford.gov.uk/mysterycustomer
