Our April Mystery Customer re-launch

We're still finding that Mystery Customer is a little quiet, so last year we introduced 'web' questions for those who'd prefer not to call.

This time around, we had three customers take part, with a mix of telephone calls and website checks completed.

Small but still important!

Whilst our response rate was low, we can still get some really good feedback to help us improve the way we do things. Here's a summary:

• Feedback for mystery phone calls is mixed: one customer appreciates good communication, another is frustrated by long wait times for support, while a third feels indifferent, suggesting the experience did not stand out.

• Feedback on website checks is largely based on frustration with the lack of available booking slots online, with some also wanting the website to be easier to use, especially for those who struggle with digital tasks.

   

Looking back to last time

Phone calls

• Customers who completed the survey in 2026 gave a higher average overall call experience rating (8 out of 10) compared to those in 2025 (7 out of 10).
• This suggests a slight improvement in perceived call experience from 2025 to 2026, though the number of responses is very small in both years.

Website checks

• In April 2026, nearly all customers (3 out of 4) reported that they were easily able to find the webpage, with only one person indicating difficulty. 
• In October 2025, all respondents (2 out of 2) found the webpages easily.
• Overall, the ability to find the webpage was high in both months, with a slight improvement in October where no difficulties were reported.

What we'll do

• Following feedback that our website is 'busy', our Comms Team will be reviewing all content during our upcoming website audit to make sure that it is still relevant and essential.