Cobalt has Customer Care Standards and is committed to providing services to the highest standards. In addition to these standards each team has developed standards in consultation with customers which are specific to each service provided.
Here is our Customer Charter handbook. This charter explains the standards you can expect to receive
Aiming High
Our tenant auditors have been working hard ‘mystery shopping’ our customer care standards. This means our auditors contact Cobalt by phone, visit our reception or send a letter of request. They note the service received and compare it to our standards. They are encouraged to contact any team or staff member they choose, as many times as they like. The tenant audit team aim to complete 8 audits during the next 12 months to help us improve.
If you wish to become a tenant auditor please contact Phil Dillon on 0151 633 8096, or have any questions about our standards contact Debbie Serefoglou on 0151 633 8093 Listed below are some of the results compared to last years mystery shops. We are working hard to improve these results.
Our tenant auditors have been working hard ‘mystery shopping’ our customer care standards. This means our auditors contact Cobalt by phone, visit our reception or send a letter of request. They note the service received and compare it to our standards. They are encouraged to contact any team or staff member they choose, as many times as they like. The tenant audit team aim to complete 8 audits during the next 12 months to help us improve.
If you wish to become a tenant auditor please contact Phil Dillon on 0151 633 8096, or have any questions about our standards contact Debbie Serefoglou on 0151 633 8093 Listed below are some of the results compared to last years mystery shops. We are working hard to improve these results.
Corporate standard 2007/08 (%) total result 2008 (%) April
DIRECT CALLS
Calls answered within 30 seconds 88% 73%
Helpful and polite 88% 93%
VOICEMAIL
Returned messages 50% 100%
Returned letters within 3 working days 67% 60%
RECEPTION
Attended to within 10 minutes 100% 80%
Confidentiality respected 100% 100%
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