Towns & Cities

Towns & Cities Mystery Shopping

Towns and cities throughout the United States strive to deliver courteous, timely, and correct information to their citizens via telephone calls and direct walk-ins.  These services, provided by your City, Town, or Village employees are critical components to ensuring good lines of communication are maintained at all times and that delivered information is always accurate.

You cannot manage what you cannot measure.  To ensure quality service is consistently being provided requires a mystery shop  program be implemented to measure individual department staff performance, rewarding those identified as providing superior service while coaching those identified as ‘opportunities.’

On a monthly basis (or based on how often you choose), you will receive no-cost detailed drill-down Summary Reports providing accurate data allowing senior management to see the larger chain wide picture through to each individual location allowing for decisions to be made and action taken with confidence.

Service Performance Group will develop a tailored mystery shop program conducting telephone calls and in-person visits of your various Departments. Departments typically mystery shopped include:

  • Parks & Leisure
  • Solid Waste / Sanitation
  • Utility & Billings
  • Code Enforcement
  • Building & Permitting
  • Special Permitting

In conjunction with our mystery shop program, or utilized as a stand-alone component, you might also consider deploying Service Performance Group’s low cost, high quality Customer Satisfaction Surveys (C-Sats), easily and quickly taken through use of a Smartphone or Tablet to hear unvarnished opinion directly from your citizens.