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Customer Experience Mystery Shop

Order your detailed 2020 CX Report


Update on the 2020 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.

While ALGIM won't be undertaking the annual, large-scale CX Mystery Shop in 2020, due to COVID-19 restrictions, we welcome requests from those councils who wish to engage ALGIM to undertake an individual  mystery shop for their council.


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.

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

The 2019 Customer Experience rankings were:

1st
Western Bay of Plenty District Council
 2ndGreat Lake Taupo District Council
 3rdNorthland Regional Council
 4thPorirua City Council
 5th

Napier City Council

 6th

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)

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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