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LGCSB – 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: We suggest the following as the basis for a brief to staff who have not previously had such a briefing: “Xxxxxx Council has recently joined a customer service benchmarking group of local authorities. The purpose is to compare the level of customer service we offer with that offered by other councils. 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 authorities including a summary by type of enquiry, which more or less equates to department and service level. 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 authorities (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.”
Alternate
last sentence:
Sample
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