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Tuesday, July 5, 2011

Want To Be A Mystery Customer For The City?

Volunteers asked to rate transactions when seeking City services

Mayor Joseph A. Curtatone and the City of Somerville are seeking volunteers for the "Mystery Customer" program - part of the ACE (Accurate Courteous and Easy) customer service initiative. Mystery Customers conduct real transactions with city departments, evaluate the quality of those transactions and provide the Mayor's Office with valuable customer service feedback and suggestions for improvement.
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 can be submitted by using 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 ResiStat Coordinator Denise Taylor at 625-6600 x2103 or email:

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