How is the service monitored?
To ensure that we consistently provide an excellent service, the Customer Service Centre is monitored in a number of ways:
Recorded/monitored Calls
Calls to the Association may be recorded or monitored for training & quality control purposes.
Customer survey
Postal surveys are conducted twice a year to monitor customer perception of our service over the telephone.
What our customers say about the service
Mystery Shopper
A team of Mystery Shoppers assess and test our level of customer service, by making phone calls, leaving telephone messages and writing letters. The team is made up of resident volunteers who have undergone full training. The team provide us with feedback on the response they received and for example, how easy it was to find the information they needed or how quickly they were dealt with.
Key Performance Indicators
The telephone system monitors our performance on how quickly we answer your calls. The Customer Service Centre aims to Answer 90% of calls within 20 seconds
Telephone monitoring results