Language Access Secret Shopper (LASS) Ratings

This dataset shows the work of the Language Access Secret Shopper (LASS) program from 2014 onward (though the LASS program did not run in 2020 and 2021 due to the COVID-19 pandemic). The LASS program assigns secret shoppers to visit more than 200 of New York City’s service centers to assess how well the service centers provide services to customers with Limited English Proficiency (LEP). As used in this dataset, LEP individuals do not speak English as their primary language and have a limited ability to read, speak, write, or understand English.
Additional information is available at https://www.nyc.gov/site/operations/performance/language-access-secret-shopper-program.page#:~:text=Started%20in%202010%2C%20LASS%20secret,and%20highlight%20exceptional%20customer%20service.