ScholarWorks at UMass Boston

Title

Institute Brief: Taking the Mystery Out of Customer Service

Authors

Heike Boeltzig, University of Massachusetts BostonFollow
Lora Brugnaro, University of Massachusetts Boston
Cecilia Gandolfo, University of Massachusetts BostonFollow
Amy Gelb, University of Massachusetts BostonFollow
Karen Zimbrich, University of Massachusetts BostonFollow
Lara Enein-Donovan, University of Massachusetts BostonFollow
Cindy Tsui, University of Massachusetts Boston
Joy Gould, University of Massachusetts Boston

Document Type

Occasional Paper

Publication Date

10-1-2004

Abstract

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.

Comments

Institute Brief, Issue No. 18

Recommended Citation

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. 10.
https://scholarworks.umb.edu/ici_institutebrief/10