We ensure that our standards of service are applied consistently to all
Service Improvement groups and becoming a mystery shopper
Involves: a medium term commitment and regular meetings over a short time period. Has a high level of influence on Two Castles' decision making.
Our Service Improvement Plan has 13 objectives, each of which has a staff group working on it and many groups also include our residents. The groups discuss such issues as our complaints policy, how the Association is run, the review of our website and leaflets. These groups are already running, but there will be opportunities for residents to take part in similar projects in the future.
We have also begun a “customer journey mapping” project where residents can become mystery shoppers to test our services out and identify what works well and what improvements we could make.
If you would like to become a mystery shopper please contact Clare Galland on (telephone) 0191 2692629 or (email) clare.galland@twocastles.org.uk.
