Sharjah 24: The Sharjah Social Services Department (SSSD) has used the "mystery shopper" method as part of its mission to improve the quality of services offered to all parts of society.
Following the lead of other public and commercial organisations, this program seeks to enhance the quality of service provided to customers.
According to Fatima Al Mazmi, the department's Director of Institutional Performance, the function of the mystery shopper is to ensure continual improvement, attain client happiness, evaluate staff performance, identify areas of weakness, and analyse the quality of customer service.
It is not uncommon to send a mystery shopper, who might be an internal employee or an outsider, to evaluate the department's performance during conferences or trade shows.
A true unsung hero in the fight for first-rate public services, the mystery shopper assists management in making customers happier. People view this function as a national obligation because they perform it without monetary remuneration.
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