Customer Experience Mystery Shop


ALGIM's Mystery Shop

ALGIM undertakes a mystery shop exercise annually. 

The exercise involves three activities:

  • Multiple phone calls made to councils between the hours of 8am – 5pm, on weekdays (i.e. from Monday to Friday).  Each council is asked a standard question and an assessment is made of the customer experience received.
  • Enquiries made through your council website and an assessment of the response received and how timely the response was.
  • Facebook messenger enquiries made, and assessment of responsiveness and reply received.

We are currently working on our 2019 Mystery Shop.

The results are presented at our Spring Conference in September, and detailed reports into the experience with your council are made available for purchase.

Our Mystery Shop Service

In addition to the annual mystery shop, we can provide additional mystery shop services, contacting your council through one or more channels to experience a typical customer transaction.

Please contact Suzee Sinclair on suzee@algim.org.nz for more info.

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