Mystery Shopping at Isos (former NomadE5)
We use a group of tenants who have been trained to be "mystery shoppers" to call us and test how we deliver our services.
Our mystery shoppers score each call on two things:
(1) Customer care
(2) Technical knowledge
Results for 2010/11
Quarter 1 (April, May, June)
Our mystery shoppers contacted us 25 times and asked our customer service team information based on different scenarios.
| Rating | Customer Care | Technical Knowledge |
|---|---|---|
| Very Good | 5 | 1 |
| Good | 11 | 8 |
| Fair | 9 | 11 |
| Poor | 1 | |
| Very Poor | 1 | |
| **3 calls did not have a technical rating |
Quarter 2 (July, August, September)
Our mystery shoppers contacted us 38 times and asked our customer service team information based on different scenarios.
| Rating | Customer Care | Technical Knowledge |
|---|---|---|
| Very Good | 15 | 9 |
| Good | 16 | 16 |
| Fair | 4 | 6 |
| Poor | 3 | 7 |
| Very Poor | 0 | 0 |
Quarter 3 (October, November, December)
Our mystery shoppers contacted us 39 times and asked our customer service team information based on different scenarios.
| Rating | Customer Care | Technical Knowledge |
|---|---|---|
| Very Good | 17 | 10 |
| Good | 12 | 18 |
| Fair | 6 | 6 |
| Poor | 3 | 3 |
| Very Poor | 1 | 2 |
Quarter 4 (Jan, Feb, March)
Our mystery shoppers contacted us 40 times and asked our customer service team information based on different scenarios.
| Rating | Customer Care | Technical Knowledge |
|---|---|---|
| Very Good | 14 | 16 |
| Good | 15 | 9 |
| Fair | 9 | 11 |
| Poor | 2 | 4 |
| Very Poor | 0 | 0 |
What are our call handling strengths?
Here's how we did on repairs...
Here's how we did on our gas service...
Here's how we did on our anti-social behaviour service...