We are members of the MSPA
(Mystery Shopper Providers Association)

Company Partners of the MRS
(Market Research Society).

Local Government

Local Government Customer Service Benchmark Programme

Many local governments commission their own mystery shopping programmes which is clearly the ideal way of obtaining customer service data when funds are available.

However, when times are tough and budgets are cut, our Local Government Customer Service Benchmark programme (LGCSB for short) represents a huge saving when compared with a bespoke programme without forfeiting quality.

The LGCSB programme is now in its sixth year. It measures the levels of customer service provided via telephone, face to face visit, email, letter and the website by each participating authority and benchmarks them against other member authorities and against average results for the 185 authorities that have participated to date.

With membership available from as little as £300 and a wide variety of packages on offer, we are not aware of any other way of measuring customer service levels which is so straightforward, needs so little effort on the part of authority staff and which offers such value for money.

The main programme runs twice every year, in Spring and Autumn but we can run a programme at any time to suit you. Many authorities participate in the programme on a twice yearly basis and a few like to receive their measurements quarterly. It’s a really efficient and economic tool for understanding the strengths and weaknesses of your authority in the five key channels that you use to communicate with customers.

If you require further information or would like to request an order form, please do not hesitate to contact Rachel Hudson on 01409 255011 or rachel.hudson@mystery-shoppers.co.uk