Mystery Shopping for Government Agency
Increasing citizen satisfaction with regional government services
Project Summary
To improve citizen satisfaction, a regional government partnered with ACPVIEW to assess public-facing services via a mystery shopping initiative. The program uncovered skill gaps, enhanced employee training, and improved performance through customized assessments and retraining.
The Situation
Inconsistent service quality across various government departments
Need to verify employee knowledge and responsiveness
No clear metric to measure service delivery effectiveness
Plan of Action
- Create department-specific evaluation tools
- Conduct mystery calls and in-person visits across locations
- Develop a tailored performance ranking system to track improvement
Key Achievements
- Improved citizen satisfaction across evaluated departments
- Increased employee performance audit scores
- Average service quality score increased by 12% following training
What We Accomplished
- Conducted assessments at places like libraries, parks, and water offices
- Implemented customized questions for staff knowledge evaluation
- Offered actionable feedback that led to retraining and improved service delivery
- Enabled government to maintain ongoing service quality monitoring
