Mystery Customer Programme

The Mystery Customer Programme logo

As a Council, we want to know what it is like to be a customer of our services, to gain an insight into what our customers expect and the level of service they receive. 

Our Mystery Customer Programme will measure our services with the aim of improving customer satisfaction and the overall customer experience by continually and consistently capturing customer feedback.

As a proactive Council, we want to constantly improve and set clear service standards that complement our Customer Contract and Customer Strategy.


Why become a Mystery Customer?

As a Mystery Customer, we will invite you to use our services and provide open, honest, objective and constructive feedback on your experience of them. We will use your feedback to understand what is working well, and what not so well. Your valuable input will help shape and drive positive changes to the services we provide.

This is a great opportunity for you to get more involved and support your local community, and to develop new skills or build on existing experiences and knowledge.


What skills will I need?

You do not need to have any previous experience as a Mystery Customer to take part in this programme. However, in order to take part, you must live or work in the Telford and Wrekin area, and have internet access and basic keyboard skills - as this programme is managed online.

Are you passionate about excellent customer service? Do you have an eye for detail and are you comfortable giving open, honest, objective and constructive feedback? Then this could be for you!

Download the full criteria for becoming a Mystery Customer

Download the Mystery Customer Programme terms and conditions


What support would I receive?

The programme is being supported by the Council's Customer Insight Officers within the Customer Relationship team, who will be available to answer any questions you may have before or after any of your Mystery Customer assignments.

You will be reimbursed for any expenses that we ask you to incur while undertaking our assignments. These will be agreed in advance and made clear on the assignment when it is sent to you.


How do I become a Mystery Customer?

The application process consists of two short exercises and the completion of 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.

Before you register as a Mystery Customer for Telford & Wrekin Council, it is important that you know and understand how we will use your personal data.

Privacy Notice under the Data Protection Act 2018/General Data Protection Regulations (GDPR)

The Customer Relationship team collect Personal Identifiable Information to enable them to manage the Mystery Customer and Customer Insight programmes. We need to collect this information to improve the services we provide to our customers. This information will be processed under the Data Protection Act - Schedule 9 (6)(1) (GDPR 2018 - Article 6 (1)(e) and Article 9 (2)(g)).

Telford & Wrekin Council will not share any collected Personal Identifiable Information with external organisations, unless we are required/permitted to do so by law. However, bank details will be shared with Telford & Wrekin Council's Purchase Ledger Team solely for the purpose of providing you with reimbursement for your expenses incurred while carrying out the Mystery Customer role. View the Council's privacy policy.

Complete our online form to apply to become a Mystery Customer

If you would like to be more involved, the council also has a Community Panel, which is a group of local people who volunteer to give their views and ideas on a range of local issues and services.

Find out more information or become part of the panel

Last updated: 03/05/2022 13:09

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