With the current emphasis on universal access to employment services for all members of the community, the workforce development field needs to evaluate service delivery. A "mystery shopper" program is one of many evaluation tools available to ensure continuous quality improvement and customer satisfaction. This technique allows organizations to collect data on the experiences of One-Stop Career Center customers from the customer perspective. The brief includes a sample shopper questionnaire.
Boeltzig, Heike; Brugnaro, Lora; Gandolfo, Cecilia; Gelb, Amy; Zimbrich, Karen; Enein-Donovan, Lara; Tsui, Cindy; and Gould, Joy, "Institute Brief: Taking the Mystery Out of Customer Service" (2004). The Institute Brief Series, Institute for Community Inclusion. Paper 10.