Housing Associations & Councils
Who Are Mystery Residents?
Mystery Residents are individuals who act as everyday members of the community, interacting with local government services to assess the quality and efficiency of public service delivery. By simulating real-life scenarios, they evaluate how local councils respond to enquiries, handle requests, and manage services. Blending seamlessly with regular citizens, our Mystery Residents provide valuable insights into the operational standards and customer service levels of local government bodies.
Our program features a diverse panel of assessors, equipped with specialised tools and training to conduct comprehensive evaluations across various local government services. Additionally, some Mystery Residents are equipped with covert video cameras, enabling them to record interactions so organisations can see and hear the experience firsthand.
Social Services
Housing Queries
Residential Services
Waste Disposal
Business Enquiries
Assisted Living Services
Planning
Accessibility Testing
Care Services
Flexible Solutions
What Is Mystery Shopping in Local Government?
Our Local Government Mystery Shopping program is specifically designed to evaluate the performance of council services, covering areas such as waste collection, recycling, planning applications, and social care enquiries.
By working closely with local authorities, we identify opportunities for improvement, enhance efficiency, and foster positive interactions between councils and their communities.
This program serves as a vital tool for local governments committed to delivering exceptional service, ensuring their operations meet regulatory standards while aligning with community expectations.
How Does it Work?
So, how does it work? The process starts with our Mystery Residents being assigned tasks that reflect everyday interactions with local council services.
These tasks might include calling customer service, using online portals, or visiting council facilities in person.
Using advanced technology, our assessors record their experiences, providing real-time feedback and detailed evaluations.
This approach enables us to collect actionable insights that help refine service delivery, optimise communication channels, and boost overall customer satisfaction.
Enquiry response times
Accessibility Testing
Enquiry Follow Up
Information Provided
Facilities Available
Customer Experience
Available Services
Benchmarking Against Competitors & Pricing
Rapport Building, Empathy and Sensitivity
What Are The Benefits of Mystery Residents?
ntegrating Mystery Shopping into your council’s strategy provides a range of benefits designed to improve service delivery and strengthen citizen engagement. Key advantages include:
- Tailored programmes to assess and improve a wide array of local government services.
- Rigorous evaluations of service compliance and efficiency.
- Detailed performance assessments of frontline and support staff.
- Early identification of service delivery issues or potential regulatory non-compliance.
- Strategies to enhance the citizen experience across all touchpoints.
- Guidance on strategy development and implementation to achieve service excellence.
Collaborating with our Mystery Residents enables local governments to ensure their services meet statutory requirements while also aligning with the expectations and needs of the communities they serve.
Start Your Local Gov Mystery Shopping Programme Today
Address
Main Office
Contact Us
Phone : 01-8187033
Mobile : 087-2371256
Email: enquiries@mystery-metrics-com