Thursday, June 30, 2011

Help the City of Somerville Serve You Better: Become a MYSTERY CUSTOMER

What is a Mystery Customer?
Somerville is seeking volunteers to conduct transactions with city departments, evaluate the quality of these transactions & provide the Mayor’s Office with customer service feedback and suggestions for improvement. The Mystery Customer program is part of the City's ACE (Accurate Courteous and Easy) customer service initiative. The following are just a few examples of transactions that Mystery Customers can evaluate:
  • Obtaining a residential parking sticker at Traffic & Parking
  • Requesting a dog license at the City Clerk’s Office
  • Picking up a yard waste sticker from DPW
  • Calling in a request for information or service to 311
  • Signing up for a library card

Evaluations are submitted via a simple online or phone survey that takes just a few minutes to fill out. The identities of Mystery Customers will never be shared publicly or with the departments/offices being evaluated. Mystery Customers will be rewarded with small thank you gifts (City tote bags, coffee mugs, etc.)--and improved customer service.
If you are interested in serving as a Mystery Customer, please sign up online at, or contact Denise Taylor at City Hall (625-6600 x2103, email: Thank you for helping Somerville serve you better!

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