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.

The results from the 2021 survey are now available. 

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 will be presented at our ALGIM Conference each year, and detailed reports into the experience with your council are made available for purchase.

The 2021 Customer Experience grouping of councils that delivered an excellent customer experience were:

Ashburton District Council
Runner-upBay of Plenty Regional Council

Christchurch City Council

Dunedin City Council

Environment Canterbury Regional Council


Gore District Council

Taupo District Council

Hamilton City Council

Horowhenua District Council
 Hurunui District Council
 Manawatu District Council
 Napier City Council
 New Plymouth District Council 
 Opotiki District Council  
 Otorohanga District Council 
 Stratford District Council  
 Tauranga City Council  
 Waitomo District Council 

See the free version of the 2021 Customer Experience Report 
(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 admin@algim.org.nz for more information.

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