01244 390 938
01244 390 938
Adoption England’s National Adoption Recruitment Programme Board conducted mystery shopping exercises on ALL adoption agencies in England earlier this year.
And we couldn’t be more delighted — and immensely proud — of the fantastic feedback our enquiry team received in the report.
The comments included:
“Adoption Matters delivers an exceptionally strong enquiry experience, with clear strengths in communication, empathy, and subject knowledge.
Call handlers were described as warm, supportive, and highly knowledgeable, creating a welcoming environment for prospective adopters.
Conversations were clear, structured, and informative, with staff explaining the adoption process, timelines, training requirements, and support available both during and after adoption in a way that was easy to understand without feeling overwhelming.
The tone throughout was empathetic and child-focused, with advisors demonstrating a genuine passion for adoption and the needs of children.
As a result, callers felt reassured, well-informed, and encouraged to move forward, reflected in the outstanding recommendation score of 10 out of 10.”
The report also noted comments from market researchers, which included:
“This call was really good – she communicated information very clearly, interwoven with lovely empathy and care.”
“The enquiry adviser was really warm, friendly and knowledgeable – very child-centred and empathetic, not at all transactional.”
“The enquiry adviser was very supportive throughout the call – she spoke from the heart as an adopter.”
“The enquiry adviser was great at outlining everything from the process to the training without it feeling overwhelming.”
We are incredibly proud of our dedicated enquiry team, Jo and Yvonne. We certainly didn’t need this report to tell us how exceptional they are — we see it every day — but it’s wonderful to have their hard work recognised.
If you make an enquiry with Adoption Matters, attend one of our events, or submit a registration of interest, chances are you’ll be welcomed by Jo or Yvonne – and you’ll be in very good hands.
You can speak to our enquiry team by clicking here.
Alternatively, you can contact us by phone on 0300 123 1066 or send us a message on WhatsApp at +44 7789 478201.
