Code Compliance - Mystery Shopper Evaluation
To be completed by Mystery Shopper
Guidelines to Remember
1. Initiate a legitimate Code Compliance call to the City’s 311 Call Center by dialing 311.
- For Code Compliance issues please refer to your handout or visit:
http://www.dallascityhall.com/code_compliance/Common_Code_Violations.html
- The 311 Operator will also be able to tell you which Service Department would be able to assist you.
2. Answer all questions on evaluation form.
3. Complete the 311 portion of the Evaluation within 24 hrs of telephone contact and the remainder upon completion of your Service Request.
4. Staple or tape this Evaluation and drop in mailbox. Mailer is self-addressed. Postage is prepaid.
311 Terminology
Please select and complete:
Service Request for:
SLA - Time allowed to complete your request:
ERT - Time allowed for initial action:
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#:
Service Request Number (refers to the unique identifier control number assigned to a SR when it is entered into the 311 System)
Service Request Number:
311 System
1. Did the 311 Operator ask how you would prefer to be contacted? (home, office, cell phone or by email)
Yes
No
n/a
2. Did the 311 Operator ask when would be the best time to reach you?
Yes
No
n/a
3. Did the 311 Operator summarize your request, concerns and action steps?
Yes
No
n/a
4. Did 311 Operator offer SR #?
Yes
No
n/a
Service Delivery - Code Compliance
5. Do you feel you were contacted by Code Compliance within a reasonable amount of time?
Yes
No
5a. When were you contacted by Code Compliance? (date/time)
Date (MM/DD/YYYY)
Time
6. Did Code Compliance contact you in the manner you requested?
Yes
No
7. Did Code Compliance contact you during the timeframe(s) you requested?
Yes
No
8. Were you informed by Code Compliance of the timeframe for resolution of your request?
Yes
No
9. Was your request resolved by Code Compliance within that timeframe?
Yes
No
10. Did the quality of service provided by Code Compliance meet your expectations?
Yes
No
11. The code compliance staff that contacted you was: (please choose one)
Helpful.
5 = Strongly Agree
4 = Agree
3 = I don't know
2 = Disagree
1 = Strongly Disagree
Patient.
5 = Strongly Agree
4 = Agree
3 = I don't know
2 = Disagree
1 = Strongly Disagree
Respectful.
5 = Strongly Agree
4 = Agree
3 = I don't know
2 = Disagree
1 = Strongly Disagree
Knowledgeable.
5 = Strongly Agree
4 = Agree
3 = I don't know
2 = Disagree
1 = Strongly Disagree
Attentive.
5 = Strongly Agree
4 = Agree
3 = I don't know
2 = Disagree
1 = Strongly Disagree
12. Please rate your overall Service Delivery experience.
