Mystery Shopper Program

The Mystery Shopper Program provides Volunteers the opportunity to evaluate and provide feedback on the Customer Service and Quality of Service they receive from the City of New Haven Web 311 System.
See our brochure for more information.

What kind of a time commitment does being a Mystery Shopper Volunteer entail?
Selected volunteers will agree to participate in the program for a twelve-month (1 year) period of time.

Who can be a Mystery Shopper Volunteer?
Any New Haven resident over the age of 18 years can be a volunteer.

Are there any special requirements or experience needed to be a Mystery Shopper Volunteer?
No.  Volunteers will be trained once selected.

Am I making-up calls or is the City providing the Service Requests I should call-in?
The City of New Haven wants to achieve and maintain superior customer service across all City Departments.  Therefore, volunteers will be calling-in and  using the web to make legitimate Service Requests.  By addressing real issues with departments, measurable improvements will be made.

Is a Mystery Shopper Volunteer just calling a bunch of different City departments?
No.  Trained volunteers will be given a specific list of departments to call throughout the twelve-month timeframe. 

Who is running the Mystery Shopper Program?
The Mystery Shopper Program is administered by the City of New Haven.

Email:               ebyrne@newhavenct.net

Fax:                  203-946-5704

This program is designed to gather the satisfaction levels of customers for closed Web 311 Service Request cases.  Reports are developed based on this information and provided to directors to take corrective actions and make modifications as appropriate.