hertsdirect.org How we will ensure we’re delivering the best possible customer service

In order to gauge the levels of customer service our customers are receiving we will:

Monitor compliments and complaints to ensure we learn from your feedback
Monitor our performance against these standards
Sample responses to customer letters
Use mystery shoppers to test our responses
Train and support our staff in providing better customer care
Make it easier for customers to give us feedback and have their say
Use our existing residents survey and citizen panel to gauge customer satisfaction