Telford News

Would you like to be a Mystery Customer to improve the Council?

Would you like to be a Mystery Customer to improve the Council?

Telford & Wrekin Council is recruiting members of the public as volunteer mystery customers to find out what it is like to use the council’s services.

Council to recruit mystery customers to test services
The aim is to enable the council to gain insight into what its customers expect to try and increase customer satisfaction and reduce complaints.

Councillor Rae Evans, Telford & Wrekin Council’s cabinet member for Customer Services, said: “Our Mystery Customer programme is a new initiative to measure our services.

“As a proactive council, we want to constantly improve and set clear service standards.

“We will invite our mystery customers to use our services and report back to us on their experience of them. Their feedback will be used to understand what is working well and not so well for local people.

“This will help us decide if we need to make any improvements. Our Mystery Customers do not need to have any previous experience to take part.”

The programme is being supported by the council’s Customer Relationship Team who are available to answer any questions. Mystery customers will be reimbursed for any expenses that they incur.

The application process consists of two short exercises and an application form. The exercises will not be scored and are for your information only, however they will help to give you an insight into the scenarios that you are likely to experience as a Mystery Customer. Within the application form you will be asked to provide some information about yourself to help us create your profile. We estimate that the exercises and application form should take around 20 minutes to complete.

To apply, visit

One thought on “Would you like to be a Mystery Customer to improve the Council?

  • Volunteer?

    At least give them an incentive of some kind! A discount at a T&W event, or a gift card, something along those lines.
    I’ve always known mystery shoppers to be paid, or get something from it at least.


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