Secret Shopper

Hamilton County planning program to evaluate employees

Hamilton County commissioners in Cincinnati are expected to institute a program modeled after one in Miami-Dade County, Florida, in which employees put themselves in their customers shoes. Commissioner Pat DeWine introduced a resolution yesterday to create the "Secret Shopper" program. The commission is expected to approve the resolution next week. The aim is to test how helpful county employees are when dealing with the general public. Under it, employees volunteer to pose as customers in phone calls and visits to other county departments. In Florida, employees who came up short receive more training, and departments may make changes. Employees who provide top-notch customer service are rewarded with thank-you notes from the county manager.