Mystery Shopper Survey Results 2011

Customer Service 

Ambassadors Survey A

 DTI
DATE 7th July
Site
Was the Interchange generally clean (Exc Litter) Y
Was the Interchange free from litter
 Y
Flooring is clean and free from chewing gum and spillages
 Y
Windows panes/ doors and walls clean and free from graffiti
 Y
Toilets
Location Main
Time. 13:40
Male/Female. Male
Were the facilities free from litter.
 Y
Toilets are clean with adequate supplies of soap, towels and toilet tissue.
 Y
Cleaning Staff
Were cleaning staff friendly and approachable.
 Y
Were cleaning staff visible and proactively attending to cleaning task.
Y
Cleaning staff smart in their appearance.
 Y
All cleaing staff in uniform.
 Y

All Customer Service Ambassadors
Approachable and friendly and smart in appearance
 Y
Being visible and proactively assisting customers
 Y
Dealing with anti social behaviour and helping you feel safe
 N/A
Name badges worn
 Y

Info request

(customer service desk)
Name badges worn Y
Needs fully understood (knowledgeable and professional)
 Y
Needs addressed (provide information and retail travel products) Y
Friendly greeting Y
Alternatives offered Y
Additions offered Y
Surveyor treated with dignity, courtesy and respect. Y
Friendly farewell Y
Staff name
 
Questions asked
Services to Bawtry
Summary of Response
Gave 4 service numbers and stand number
Comments
Very professional service. name was on high viz jacket but could not quite see it - Lady CSO

Customer Service

Ambassadors Survey B

 DTI

DATE

22nd July
Platform Location A4
Time 13:00
Whilst there did any staff patrol past your location Y
If NO, were any staff patrolling other parts of the Interchnage N/A
Were any staff in groups of two or more Y
All staff in uniform Y
Name badge worn by serving staff member Y
Badge clearly readable N
Friendly greeting Y
Needs fully understood Y
Needs addressed Y
Alternatives offered N
Additions offered N
Surveyor treated with dignity, courtesy and respect. Y
Friendly farewell Y
Staff Name
 

Question asked

Which buses to Bawtry
Summary of Response
All the buses from B1
Comments
No bus numbers or frequencies given.

Total Score from

Survey A and Survey B
Score 31
Maximum 34
SCORE % 91