Customer Experience Mystery Shop

Order your detailed 2020 CX Report

2021 CX Mystery Shop

The CX Mystery Shop is one of ALGIM’s most valued annual activities for local government.

It provides a snapshot of the local government sector, guidance on where councils can improve, and provide annual rankings.

Due to COVID restrictions, a national mystery shop did not take place in 2020 but the results from the 2021 survey will be available by the end of November 2021.

ALGIM's Mystery Shop

ALGIM does a mystery shop on all councils/members organisations annually.

This involves:

  • Multiple phone calls made to councils between the hours of 8am – 5pm, on weekdays.  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 is made of the response received and time taken to reply.
  • Enquiries are made on your council Facebook page, and an assessment made of the response received and time taken to reply.

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

The 2019 Customer Experience rankings were:

Western Bay of Plenty District Council
 2ndGreat Lake Taupo District Council
 3rdNorthland Regional Council
 4thPorirua City Council

Napier City Council


Ashburton District Council

 7thThames-Coromandel District Council
 8thHutt City Council
 9thTimaru District Council
 10thWaipa District Council

See the full 2019 CX rankings here (Council members only)

Extra Mystery Shop Services

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 and prepare a report for you, benchmarking your council with others in the country in terms of customer service excellence.

Please contact ALGIM on for more information.

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