Adaa’s Mystery Shopper Tool To Boost Service Efficiency
The National Center for Performance Measurement (Adaa) is improving and developing government services through its “mystery shopper” tool to measure satisfaction. The tool will measure the compliance services such as call centers, websites, and electronic communication channels to ensure they meet the best standards. The mystery shopper works by making several secret visits to government […]
Topics
The National Center for Performance Measurement (Adaa) is improving and developing government services through its “mystery shopper” tool to measure satisfaction.
The tool will measure the compliance services such as call centers, websites, and electronic communication channels to ensure they meet the best standards.
The mystery shopper works by making several secret visits to government agencies through all their service channels, both in person and online. They objectively measure the level of service compliance to improve performance.
Also Read: Is Social Commerce The Future of Shopping?
The tool evaluates services with low satisfaction rates. After determining the scope of work, the mystery shopper sets possible evaluation methods; either by asking questions or requesting one. After determining the scope of work, the tool can be used to set possible evaluation methods.
The time consumed for the service is also measured, including the waiting time, the time taken to provide it, the quality of the results, their compliance with the procedures, and whether or not they meet the beneficiary’s needs.
The tool then carries out data processing, detailed conclusions, posts results and compares them to quality standards. Adaa sets reports on measuring the satisfaction of beneficiaries to share them with heads of agencies and decision makers, allowing them to review their results so they can improve their performance.
