New Program Design ..

True! The "One Stop Secret Shopper" program is one of the oldest and best known mystery shopping programs for America's one-stop career center network. But it has a whole new design!

While the "One Stop Secret Shopper" program still relies heavily upon mystery shopping, it has actually become a continuous improvement program for one-stop career centers.

New Insights for Local Areas ...

We deliver three levels of insight to help boards, administrators, and managers make critical decisions that impact programs and services:

• Workforce Expert - neutral and unbiased feedback from workforce development professionals about facilities, staff and partners, programs, services, and resources.
• Mystery Shopper - "real world" insights by real people from local communities that reveal how customers react to the service delivery team, programs, and services in your one-stops.
• One-Stop Operator - functional information about the one-stop operators' assessment of the capacity and limitations of their one-stop centers and teams.

Action Focused!

The "One Stop Secret Shopper" program is action-focused. By this, we mean that we have re-designed the program to translate feedback into action that leads to continuous improvement in the local workforce investment area.

Through the "One Stop Secret Shopper" program, your one-stop teams will:

• Get a better feel for best practices that could be used locally to improve some aspect of the one-stop career center.
• Learn how customers actually react to them, as well as to their programs and services.
• Understand what the one-stop operators thinks the team does well, and what the operator thinks could be improved.
• Have a simple, straightforward system for making positive changes quickly and easily in the one-stop career centers.

The focus is on action that leads to improvement with the new "One Stop Secret Shopper" program.