Help transform CMSD

To help the Cleveland Metropolitan School District better serve its community members, they instituted the Communicate with H.E.A.R.T® program. To improve customer service, they ask community members to serve as “mystery shoppers” and call the district to act out possible scenarios. Calls can ask about any number of provided scenarios such as logistics (e.g. When and where is pickup? What do I need to enroll?), or propose bigger questions (e.g. What do I do if my child is being bullied? Inquiring about state report card ratings).

Anyone concerned with helping the schools improve can be a mystery shopper, all you need to do is:

  1. Check out the Mystery Shopper details and instructions.
  2. Peruse the Mystery Shopper scenarios (or make up our own) and find the appropriate phone numbers.
  3. Call the district and play out the scenario. The goal is to act as realistically as possible and to respond appropriately to the level of service received.
  4. Complete the feedback form. You can fill out the form as you’re on the call, or immediately after you complete it.

Make as many calls as you’d like, or have friends make them with you. If you have questions, contact