Warwickshire County Council April 2005 Overall vs LHTS

1
Warwickshire County Council April 2005 Overall
vs LHTS
Warwickshire County CouncilSynovate 941220 April
2005
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Order of Presentation

• Background Methodology
• Results - Calls
• - Visits
• - Letters
• - Emails
• Conclusions

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Background

• WCC is committed to continual appraisal of its
  strategy and to improve services provided to the
  public, especially by front line staff
• Standards set out in Charter
• Been conducting Mystery Shopping Checks since
  2000 to examine service delivery

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Research Objectives

• To measure service delivery across all key
  departments in line with Charter levels
• To monitor the service over time
• From time to time, we include any additional
  areas of interest, for instance we focussed the
  research on ethnic callers in one wave and on
  redirected enquiries in another

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Methodology

• Mystery shopping contacts by visit, calls,
  letters emails to front-line departments

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Contacts by Department
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Details of Methodology

• Enquiries made over a 4 week period allowing 10
  working days for any replies to be received
• All contacts made by local evaluators to ensure
  realistic
• Appropriate scenarios used for each department
• Originally repeated measures quarterly
• Results aggregated across scenarios and
  departments
• Please note some base sizes for department data
  are low.
• Throughout this presentation results are compared
  to data from previous waves. Although still
  comparable it is important to note that the
  mystery shopping evaluation sheet was revised
  between waves 7 and waves 8.

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Calls
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Getting Through On First Attempt
Getting Through
Average No. Of Rings Before Answer
Base All answering Overall (129), LHTS (19)
Base All answering Overall (116), LHTS (18)

• LHTS not performing as well as overall, although
  on average calls are answered within 5 rings

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Call Handling
Transfer Process
Call Handler


(12)
(26)
(4)
(6)
(2)
(6)
(2)
(7)
(1)
(8)

Base All who spoke to a call handler (Overall
116, LHTS 18)
Base All who were transferred (Overall 26, LHTS
4)
Caution low base

• Standards Charter states that call handlers
  should give their name

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Answered Query Correctly
Enquiry Handler
Checking Satisfaction/Understanding
Base All answering Overall (116), LHTS (18)
Base All answering Overall (116), LHTS (18)

• Majority of telephone enquiries answered
  correctly

12
Leaflets Website
Sent leaflets/literature
directed to website
2 out of 3
12 out of 25
15 out of 38
Base All expecting leaflet/literature Overall
(38), LHTS (1)
Base All expecting to be directed to website
Overall (25), LHTS (3)

• Charts show percentages of those expecting to
  receive some form of literature or directions to
  the WCC website based on their scenario.

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Staff Ratings
Overall
LHTS
Base All answering Overall (116), LHTS (18)

• LHTS ratings are lower than overall in most cases

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Overall Satisfaction With Enquiry
Handling
4.0
4.3
Very Dissatisfied
Fairly Dissatisfied
Neither/nor
Fairly satisfied
Very satisfied
Base Overall (129), LHTS (19),

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Summary - Calls

• Number of callers getting through on their first
  attempt could be improved
• On average calls answered well within 5 rings
• Transfer process could be improved
• 2 out of 4 waited more than 30 secs
• 2 out of 4 not told who being passed to
• 1 out of 4 details not passed on
• Majority (8 out of 10) enquiries answered
  correctly
• Checking of satisfaction and understanding of
  enquiries is above average

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Visits
17
Reception
being seen immediately
verbally greeted by receptionist
Base All answering Overall (60), LHTS (6)
Base All answering Overall (60), LHTS (13)

• Less than half LHTS visits being seen immediately

18
Reception
wore name tag/plaque on desk
passed to another member of staff
Base All answering Overall (60), LHTS (13)
Base All answering Overall (60), LHTS (13)

• Standards Charter states that staff should wear
  an identity badge

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Visit Experiences
Passed to other staff member
Initial Contact


(1)
(9)
(5)
(1)
(13)
(1)
(10)

Base All who visited reception (Overall 60,
LHTS 13)
Base All who were transferred to another person
(Overall 10, LHTS 1)
Caution low base

• Standards Charter states that call handlers
  should give their name

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Ratings Of Place Visited
Overall
LHTS
Base All answering Overall (60), LHTS (13)

• LHTS reception rated lower than average

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Answered Query Correctly
Enquiry Handler
Checking Satisfaction/Understanding
Base All answering Overall (60) LHTS (13)
Base All answering Overall (60), LHTS (13)

• 6 in 10 LHTS enquiries answered correctly, around
  half of all enquirers not asked if they were
  satisfied

22
Leaflets Website
Given leaflets/literature
directed to website
8 out of 15
2 out of 38
0 out of 3
0 out of 3
Base All expecting leaflet/literature Overall
(15), LHTS (3)
Base All expecting to be directed to website
Overall (38), LHTS (3)

• Charts show percentages of those expecting to
  receive some form of literature or directions to
  the WCC website based on their scenario.

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Staff Ratings
Overall
LHTS
Base All answering Overall (60), LHTS (13)

• LHTS scores lower than overall, particularly in
  professionalism, efficiency and knowledge

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Overall Satisfaction With Enquiry
Handling
4.3
3.8
Very Dissatisfied
Fairly Dissatisfied
Neither/nor
Fairly satisfied
Very satisfied
Base Overall (60), LHTS (13),

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Summary - Visits

• Initial waiting time scored low could be
  improved
• 100 verbally greeted by receptionist
• Reception environment is rated lower than average
• 6 out of 10 enquiries answered correctly - could
  be improved
• Definite improvement needed in the provision of
  relevant literature and direction to WCC websites
• LHTS staff score lower than average in some areas
  - should be made a priority for improvement

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Letters
27
Replies Received To Letter Enquiry
Letter Contacts
Receiving No Reply To Letter
Base All receiving reply - Overall (57) LHTS
(10) All receiving acknowledgment - Overall (17)
LHTS (5) All Receiving full reply - Overall (45 )
LHTS (9)
Base All answering Overall (57) LHTS (10)

• Only one in ten letter contacts did not receive
  a reply

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Answered Query Correctly
Enquiry Handler
Reply Easy To Understand
Base All answering Overall (46) LHTS (9)
Base All answering Overall (40), LHTS (7)

• Majority of enquiries were answered correctly

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Leaflets Website
Given leaflets/literature
Directed to website
23 out of 31
3 out of 6
4 out of 24
0 out of 1
Base All expecting leaflet/literature Overall
(39), LHTS (6)
Base All expecting to be directed to website
Overall (40), LHTS (1)

• Charts show percentages of those expecting to
  receive some form of literature or directions to
  the WCC website based on their scenario.

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Staff Ratings
Overall
LHTS
Base All answering Overall (40), LHTS (7)

• Education ratings are lower than those overall

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Overall Satisfaction With Enquiry
Handling
3.7
4.0
Very Dissatisfied
Fairly Dissatisfied
Neither/nor
Fairly satisfied
Very satisfied
Base Overall (57), LHTS (10),

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Summary - Letters

• Level of response to letter contacts is good,
  enquirers waiting no more than 4 days on average
  for any kind of response
• The majority of enquiries were answered correctly
  and easy to understand
• Relevant literature received for half scenarios
• Ratings lower than those given overall

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Emails
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Replies Received To Email Enquiry
Email Contacts
Receiving No Reply To Email
Base All receiving reply - Overall (74) LHTS
(16) All receiving acknowledgment - Overall (24)
LHTS (4) All Receiving full reply - Overall (56)
LHTS (15)
Base All answering Overall (74) LHTS (16)

• All LHTS email contacts received a reply (and
  within two days)

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Answered Query Correctly
Enquiry Handler
Reply Easy To Understand
Base All answering Overall (58) LHTS (16)
Base All answering Overall (57), LHTS (15)

• Majority of email enquiries answered correctly

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Leaflets Website
Given leaflets/literature
Directed to website
5 out of 8
2 out of 4
7 out of 16
N/A
Base All expecting leaflet/literature Overall
(8), LHTS (0)
Base All expecting to be directed to website
Overall (16), LHTS (4)

• Charts show percentages of those expecting to
  receive some form of literature or directions to
  the WCC website based on their scenario.

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Staff Ratings
Overall
LHTS
Base All answering Overall (57), LHTS (15)

• LHTS scores are very close to those overall

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Overall Satisfaction With Enquiry
Handling
3.9
4.7
Very Dissatisfied
Fairly Dissatisfied
Neither/nor
Fairly satisfied
Very satisfied
Base Overall (74), LHTS (16),

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Summary - Emails

• 100 of LHTS email contacts received a response
• On average, acknowledgements were received within
  one day and full replies within 2 days
• Over 90 of email enquiries were answered
  correctly
• LHTS rating scores reflect those of overall depts

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Conclusions

• Telephone transfer process could be improved
• Only half of all visitors to the reception were
  seen immediately this could be improved
• Reception staff could hand out more relevant
  leaflets and give more directions to the WCC
  website
• Satisfactory proportion of enquiries answered
  correctly for telephone, letter and email
  contacts
• Email contacts particularly efficient - 100
  response and answered promptly

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