 |
 |
|
||
 |
||||
 |
HACSB – Terms and Conditions To comply with Market Research Society Code of Conduct staff (at least those in the areas which will be covered) need to be advised: a) that their service delivery may be checked through mystery shopping,
including call recording We suggest the following as the basis for a brief to staff who have not previously had such a briefing: "Xxxxxx has recently joined a customer service benchmarking group of Housing Associations. The purpose is to compare the level of customer service we offer with that offered by other Associations. The service will be benchmarked using mystery shopping techniques and will include telephone calls, emails, letters, visits and a website survey. Telephone calls may be recorded. We will receive a report of our performance overall in comparison with other associations. We will also receive the individual assessment reports for each call, email, letter and visit (if appropriate add "including call recordings."). The purpose of this programme is to enable us to understand how we compare with other associations (including what are our strengths and weaknesses) and to identify any areas where we might need to make changes. This survey is not about individual staff performance and will not be used in any way at individual staff level." Alternative last sentence: "While this survey is not about individual staff performance we may provide individual feedback especially where we find excellent performance or where some form of coaching might be appropriate. The results will not be used for any other staff performance management purpose. |
 |
|
 |
 |