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We run a programme of Mystery Shopping where customers and staff from each area help us to monitor our performance. Mystery Shopping is when someone tests our service by pretending to be a customer, gives us feedback and helps us to improve.

After training customers did some ‘Mystery Shops’ phoning and visiting all our offices to find out things like how easy it is to access the offices, how comfortable and attractive they are, how well our staff responded and whether the information they gave was helpful.

We followed this up by reviewing of the accessibility of our services and our customer service standards. We our customers we have published a new information leaflet explain the service you can expect. Our new standards are being monitored by us and our mystery shoppers. We we publish the results regularly here and in the LINK.

If you would like to help us improve and be a Mystery Shopper please contact Liz Waters on 0161 248 2374 for more information. Liz works in Service Development so your identity would remain confidential – no one in your Neighbourhood Office would know.