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Mystery-shop audits score enforcement highly; signage lowers some facility scores
Summary
Staff reported two mystery-shop audits in June—one focused on enforcement and one at the South Norwalk Train Station Garage—finding high enforcement scores (including a 100% score for one audited officer) while facility scores lost points related to signage, which staff will address through wayfinding improvements.
Operations staff summarized the June mystery-shop program and audit results. Rocky said two audits were conducted in June—one testing enforcement officers and one at the South Norwalk Train Station Garage—and that enforcement results have been strong. "As you can see from the enforcement part of it, the enforcement individual that was audited had a 100% grade," Rocky said.
Rocky noted facility scores lost some points for signage issues and said staff expects those marks to improve as wayfinding and landmark signage are implemented. During Q&A, Commissioner Peter Fulham asked for details about what comprises an audit; Rocky explained mystery shops are randomized encounters targeted to an individual during a specific shift to evaluate interactions and payment guidance.
