Mystery Shopper Program Evaluation Report

To be completed by Mystery Shopper

Guidelines to Remember
1. Initiate a legitimate call to the City’s 311 Call Center by dialing 311. There are 2 different types of calls you can make:
Generate a Service Request (High grass, trash pickup, dead animal removal…)
Obtain information (City Department phone numbers, Dallas Water Utilities payment information and large Special Events…)
These are just a few of the areas where 311 can be of service to you.
2. Answer all questions on evaluation form as directed.
3. Complete this Evaluation within 24 hrs of initiating a telephone contact / inquiry to the 311 Call Center.

311 Terminology

Please select and complete:

Service Request for:
Obtain Information for:

Date and Time of Initial Call

Date of Initial Call: Please enter the DATE in this format, mm/dd/yyyy, example: 06/25/2006 or 11/15/2006
Approximate Time of Initial Call (Please enter AM or PM after the time):

Please enter your Mystery Shopper Identification Number below.

ID#:

Please enter the Service Request Type (refers to the type of service requested i.e. litter, illegal dumping, abandoned vehicle, pothole, garbage missed, dead animal pick-up, graffiti, mosquitoes, etc…)
or
Service Request Number (refers to the unique identifier control number assigned to a SR when it is entered into the 311 System)

Service Request Type: (if applicable)
Service Request Number: (if applicable)

What language did you use while speaking to the 311 Operator?

	English
	Spanish
	Other (Please specify other language)

This section has questions about the Interactive Voice Recorder
(IVR) Refers to an automated recorded message system for incoming callers about various City services and events. It allows callers to obtain information and leave information.

1. The 311 Interactive Voice Recorder provided clear instructions.

	5 = Strongly Agree
	4 = Agree
	3 = Neither Agree or Disagree
	2 = Disagree
	1 = Strongly Disagree

2. The 311 Interactive Voice Recorder provided useful information about City Services.

	5 = Strongly Agree
	4 = Agree
	3 = Neither Agree or Disagree
	2 = Disagree
	1 = Strongly Disagree
	n/a - Not Applicable

3. The 311 Interactive Voice Recorder prompts were easy to use.

5 = Strongly Agree	4 = Agree	3 = Neither Agree or Disagree	2 = Disagree	1 = Strongly Disagree	Please jot down your suggestions & comments below that would help us to improve the IVR System.

4. After opting out of the Interactive Voice Recorder (IVR - refers to an automated recorded message system for incoming callers about various City services and events. It allows callers to obtain information and leave information), did the 311 Operator answer your call within a reasonable timeframe?

	Yes - Less than 1 minute
	No - 2 – 5 minutes
	n/a - 6 or more minutes

5. Did the 311 Operator greeting include ‘Dallas City Services’ and his/her first name?

Yes	No	Name of 311 Operator:

Was a Service Request generated?

	Yes
	No