Question: What is a mystery customer?

Answer:

Mayor Joseph A. Curtatone is seeking volunteers for the “Mystery Customer” program - part of the Accurate Courteous and Easy (ACE) customer service initiative. Mystery Customers conduct real transactions with city departments, evaluate the quality of these 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

If you are interested in serving as a Mystery Customer, please email efriedman@somervillema.gov so that we can send you information on city services and office locations as well as instructions on how to conduct evaluations.

Evaluations can be submitted using a simple online 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.