Strategic Customer Services
Customer Service

Mystery Shopper Program
TThe 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 Dallas 311 Systemand Service Delivery departments. One of the major departments we are currently working with is Code Compliance.

Mystery Shopper Brochure   

How do I become a Mystery Shopper? 
Register for one of the MSP training classes that will be held every other month in a variety of facilities throughout the City of Dallas.

To Register, please call the Mystery Shopper Hotline, 214-671-6787.

When are the next training sessions?

APRIL TRAINING – FRETZ PARK LIBRARY
     Sunday, April 6th - 1:30PM
     Wednesday, April 9th - 11:00AM

JUNE TRAINING - J. Erik Jonsson Central Library - Downtown Dallas
     Thursday, June 26th - 2:00PM

How will I give my feedback?
Mystery Shopper Volunteers call in utilizing the 311 System, and make their normal requests for service (Service Request) or request information from our operators. Once the service is provided, the Mystery Shopper evaluates the quality of the service provided by submitting an evaluation form either through the web or through the mail with a postage pre-paid form.

Mystery Shopper Evaluation Tool (To be completed by active Mystery Shoppers)  
En español

Mystery Shopper Code Compliance Tool (To be completed by active Mystery Shoppers)   En español

What am I shopping for?  Am I calling a bunch of different City departments?
You're "shopping" whatever city services you normally need from our 311 System. Our 311 system covers services provided from a wide variety of city departments. Phase II of the Mystery Shopper Program is being introduced during the first quarter of 2007. Phase II focuses on the Service Delivery of City departments.

Am I making up calls or is the City providing the Service Request I should call in?
As the City of Dallas truly wants to achieve and maintain superior customer service across all City departments – we want you to call in real Service Requests. By addressing real issues with departments, measurable improvements will be made.

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

Interested? 

To Register, please call the Mystery Shopper Hotline, 214-671-6787 or email us at MysteryShopper@dallascityhall.com

Seating is limited.  ~ Register today ~

Customer Service Team - Quality Assurance/Customer Feedback
The Customer Service team implements and evaluates quality assurance though customer feedback, which is gathered using the City's Mystery Shopper program and the Service Request Customer Feedback Program.

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