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Mystery Shopping Analysis

We have carried out a mystery shopping exercise to measure the customerservice the Direct Payment Team give to customers. These were mysterycallers whom members of the team did not now. Possible example scenarios

were set up to measure how nowledgeable the team are about their service!and the level of customer service they give. There were " callers! who eachphoned twice and ased #uestions about each of their scenarios. $uestionswere devised for each of the team%s extension numbers! to ensure as muchas possible the #uestions were spread out around the team. The team wasthen mared out of & for the content of the call! and out of & for the generaldelivery of the call! giving a total of '(.

'. My Mum is on direct payments but ) want to complain about her carer.She is an agency worer but ) am not sure which agency she is from.

*reeting +,ello- *ood morning! name and team given (-'

Ascertain problem! get personal details (-'

Advise client to contact agency to get matter resolved./lient has responsibility as employer. Signpost on. (-'

Advise other agencies available and offer to send list. '-0

1ffer visit to discuss option of personal assistant and

offer ongoing support

*eneral delivery +).e. telephone manner! attitude etc &-&

Total 6/10

/omments2ice! but did none of the thing on the list

0. ) had a visit from the social worer the other day and she left me a

leaflet for Direct Payments. /an ) 3ust as do ) have to pay for thisservice4

*reeting +,ello- *ood morning! name and team given '-'

5xplain how direct payments wors. 2o charge for supportservice. '-'

5xplain how financial assessments wors and they will need tobe financially assessed for contribution. '-'

Pass over to boo financial assessment visit. 0-0

1ffer DP visit- literature*eneral delivery +).e telephone manner! attitude etc &-&

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Total 10/10

/omments6ery helpful

7. )%ve heard a bit about Direct Payments from my neighbour. /an you tell

me some more about it4

*reeting +,ello- *ood morning! name and team given '-'

Are you in receipt of social care services or have you spoen toa social worer4 '-'

Was further info given4 '-'

Was visit- literature offered4 '-0Was client signposted on to social worer4

*eneral delivery +).e telephone manner! attitude etc &-&

Total 9/10

". )%m not currently getting any help from social services but ) thin ) nowneed some. /an you help4

*reeting +,ello- *ood morning! name and team given '-'

Do you live in Merton4 '-'

) 3ust need to as a few details as we have different teams thatmay be able to help you. '-'

,ow old are you4 '-0

What type of disability do you have +physical! sensory or mentalhealth impairment4

*eneral delivery +).e. telephone manner! attitude etc 7-&

Total 7/10

&. )%m already getting direct payments from another borough and will bemoving into Merton soon. What do ) need to do next4

*reeting +,ello- *ood morning! name and team given '-'

,ave you contacted social services4 '-'

) 3ust need to as a few details as we have different teams thatmay be able to help you. 8efer to duty SW. (-'

*et further info and possibly contact details to follow up. (-01ffer visit- literature4

*eneral delivery +).e telephone manner! attitude etc 0-&

Total 6/10

/omments9*ood phone manner. Put me at ease. :elt confident my problem would be

Sorted out. Slightly hard to understand at beginning but o towards end.

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;. My social worer has spoen to me about direct payments. ) am #uiteinterested but )%m a bit worried about all the paperwor. What ind ofsupport do you offer4

*reeting +,ello- *ood morning! name and team given '-'

5stablish details. Would it be for a personal assistant oragency4 '-'

)f personal assistant mention database! help with recruitment!offer ongoing support '-'

5xplain finance part and how we monitor DP 0-0

1ffer visit- literature4

*eneral delivery +).e telephone manner! attitude etc &-&

Total 10/10

/omments6ery good and very informative

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Was pleasant and friendly! but ) felt she was unsure of what the procedurewas

/onclusion

:rom these results! we can see there are some differing responses beinggiven to customers. Some calls highlighted some staff may not be clear on theprocedures and may not be woring with the caller to identify the problemsand possible solutions. ,owever! customer service sills seem consistentlyhigh through all the calls! with regards to things such as telephone mannerand attitude. All callers reported that phone calls were answeredprofessionally and politely.

Action points

This exercise has highlighted some areas the Direct Payment Team can wor

on to improve their services9 :urther training for direct payment and financial assessment staff!

particularly on the type of help they can offer! such as visits.