How We Conduct Mystery Shopping Calls to Australian Councils

Our Australian-based mystery shoppers are trained to replicate authentic community member enquiries, with calls made on random days and at various times. Each scenario is tailored to reflect common council-related queries, such as bin collection, rates, local events, and community services.

While variables like sample size, staffing levels, or seasonal peaks may influence outcomes, these factors don’t matter to the person making the call. From their perspective, it’s all about their individual experience – and that’s exactly what our Mystery Shopping assessments are designed to capture.

To ensure anonymity, our assessments focus exclusively on general council enquiries. The results do not reflect the experience of existing customers dealing with more complex matters like planning permits, complaints, or financial hardship requests.

This approach allows us to provide a consistent, independent snapshot of how effectively councils are handling everyday interactions with their communities – and where there’s room to raise the bar.