In Malta, Public Administration departments are being improved thanks to a Mystery Shopper Project, created with help from the ESF.

Originally seen in retail and sales, the mystery shopper idea is increasingly being used in the public sector. By imitating typical customer behaviour, but remaining anonymous, a mystery shopper can discreetly check that services are being delivered to the high standards that the public expects.

Designed by Malta’s Quality and Development Directorate, the Mystery Shopper Project is already improving customer service at Public Administration service sites all over the country. It enables the Directorate to run ongoing, detailed reports, evaluating departments against national quality management frameworks, identifying customer service issues, and making recommendations – more than half of which have already been implemented.