How do we evaluate our service?
In addition to asking young people what they think of us, we also evaluate our service using 'Mystery shopping'.
For a few months every year we get people to make calls to the helpline and rate the service they received. We give people a range of different issues to call about including relationship difficulties, mental health issues, housing and sexuality. Once the calls have been made, we collate all the feedback and use it to improve our service.
Here are the results from last year 2006/07...
The results were generally very positive. The overall score across all issues was 25.6 / 30. The issue that Helpline Workers were best at supporting people with was self-harm at 28.8 / 30.
The overall average score was 85.3% and 57 out of 59 mystery callers felt better informed about their choices after speaking to Get Connected.
We also conducted 'Mystery emailing' and the average score for emails across all issues was 19.3 / 25.
If you have any ideas about how we can involve more young people in gaining feedback on our service then we would love to know what you think. You can send us an email at and tell us your ideas.
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