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2022 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 2022 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 are presented at our ALGIM Conference each year, and detailed reports into the experience with your council are made available for purchase.

The 2022 Customer Experience grouping of councils that delivered an excellent customer experience were:

Western Bay of Plenty District Council
Runner-upAshburton District Council

Otago Regional Council

Waimakariri District Council

Porirua City Council


Southland District Council

Queenstown Lakes District Council

Selwyn District Council

Environment Canterbury Regional Council
 Great Lake Taupo

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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