Local Government

Who Are Mystery Residents?

Mystery Residents are individuals who act as members of the community, engaging with local government services to evaluate the quality and efficiency of public service delivery. These residents simulate real-life scenarios to understand how local councils respond to enquiries, handle requests, and manage services. By blending in with regular citizens, our Mystery Residents provide invaluable insights into the operational standards and customer service levels of local government bodies.
Our programme includes a diverse panel of assessors, equipped with the tools and training necessary to conduct thorough evaluations across a spectrum of local government services.
Some of our Mystery Residents have their own Covert Video Cameras so can record the interactions to allow businesses to see and hear the experience


Social Services
Housing Queries
Residential Services
Waste Disposal
Business Enquiries
Assisted Living Services
Accessibility Testing
Care Services

Flexible Solutions

What Is Mystery Shopping in Local Government?

Our Local Government Mystery Shopping programme is tailor-made to measure the performance of local council services, from waste collection and recycling to planning applications and social care enquiries.

By collaborating closely with local authorities, we aim to pinpoint areas for enhancement, promoting efficiency, and fostering positive interactions between councils and their residents.

This programme is a cornerstone for local governments striving to excel in service delivery, ensuring their actions align with both regulatory standards and community expectations.


How Does it Work?

So, how exactly does it work? The process begins with our Mystery Residents being assigned tasks that mirror typical resident interactions with local council services.

These tasks could range from telephoning customer service, utilising online portals, or visiting council facilities in person.

Our assessors then document their experiences using state-of-the-art technology, providing real-time feedback and comprehensive evaluations.

This methodology allows us to gather actionable insights, which can be used to refine service delivery, improve communication channels, and enhance overall customer satisfaction.

Enquiry response times
Accessibility Testing
Enquiry Follow Up
Information Provided
Facilities Available
Customer Experience
Available Services
Benchmarking Against Competitors & Pricing
Rapport Building, Empathy and Sensitivity

What Are The Benefits of Mystery Residents? 

Incorporating Mystery Shopping into your Council’s strategy offers numerous advantages, aimed at refining service delivery and enhancing citizen engagement. The benefits include:

  • Tailored programmes to assess and improve a wide array of local government services.
  • Rigorous evaluations of service compliance and efficiency.
  • Detailed performance assessments of frontline and support staff.
  • Early identification of service delivery issues or potential regulatory non-compliance.
  • Strategies to enhance the citizen experience across all touchpoints.
  • Guidance on strategy development and implementation to achieve service excellence.

By partnering with our Mystery Residents, local governments can ensure their services are not only compliant with statutory obligations but are also aligned with the expectations and needs of the community they serve.

Start Your Local Gov Mystery Shopping Programme Today

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Request Information

If you’re looking to improve the success and service of your local government department, then provide us with a little bit of information on what you are looking to achieve and we’ll get back to you.

“I have been working closely with Mystery Shoppers for some while now. Their engagement has been extremely professional and they have helped us every step of the way in providing a bespoke service that met all our needs. The report, following the mystery shoppers visits, was very detailed and made my life very easy by even preparing breakdown reports that I could just present to my leadership team without any further work. We liked the service so much we intend to carry on using them on a regular basis."
Lambeth Council
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Who Are Mystery Families?

Mystery Families are carefully selected individuals who act as prospective clients for nurseries, care homes, and residential facilities. 

They simulate the journey of families seeking care options, providing invaluable feedback on their experiences. This unique perspective helps ensure that these essential services are not only up to regulatory standards but also genuinely warm, welcoming, and suited to the needs of those they aim to serve. Our panel of Mystery Families is diverse, enabling us to assess a wide range of care settings from multiple viewpoints.

Some of our Mystery Families have their own Covert Video Cameras so can record the interactions to allow businesses to see and hear the experience

Our Video Mystery Families are able to travel the country completing various different mystery shops for Mystery Shoppers Ltd.

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