Service Shopper Program
To be a key component of a broad, citywide initiative to improving customer
service in the City of Miami Beach.
To help assess how well the City is serving its customers by evaluating service
delivery at interface points.
Use program results as a tool for improving customer service to a level that meets the
the public's needs and expectations.
Heighten customer service awareness and provide training to employees serving as shoppers.
City employees on loan from various departments (volunteers), Neighborhood Leadership Academy Alumni Association (NLAAA)   members,
residents, or others pose as service shoppers of City services.
Three types of service shopping evaluation methods are used to measure and determine service delivery to the public at the point   of service.
Evaluation methods include telephone/recorded message, exit interviews, and
Provide department feedback to assist in identifying weaknesses, developing corrective action, and recognizing City employees   who provide exceptional customer service.
Shopping assignments, confidentiality, and conflict of interest:
Assignments are given with general instructions, with shoppers having the flexibility to script
their own assignment. Service   Shopper coordinator will provide general assignment information.
Confidentiality is to be maintained at all times. Participants will adhere to
strict confidentiality policies.
Conflicts of interest must be reported immediately to ensure the objectivity of all participants and the impartiality of all shoppers.
Telephone online assignments are scheduled in four four-hour increments.
Participants will pre-arrange with their supervisor and Service Shopper coordinator specific dates of participation.
While at the   phone bank, no personal calls or outside communication is permitted.
Volunteers will complete a minimum of six telephone shopping assignments per hour, two exit interviews per hour,
two in-person interviews per hour.
Download Training Manual.