Mystery Testing

Secrets are intriguing as long as they do not concern your company

For every service provider, the level of service quality offered is the key element in dealing with its customers. For this reason, evaluating service quality is of paramount importance. Alongside the classical measurement of customer satisfaction, mystery acts represent the objective counterpart. Mystery acts facilitate measuring your service performance in the absence of customer expectations and evaluating this performance on the basis of internal standards and external benchmarks.

A number of specific conditions need to be met to facilitate objective assessment. These range from a sound theoretical basis and the assessment model derived from it to considering the relevant channels of interaction, and to the selection of appropriate subjects.

And let us not forget about the technological conditions under which your mystery acts are carried out. We make sure that the subjects can concentrate on their true task – i.e. the objective assessment of all aspects of service quality. In this context, including predefined telephone numbers and e-mail addresses is as natural as using online tools for entering data.

The technological possibilities do not end with the mystery act, however. They also provide the basis which permits offering a reporting targeted to your needs. No matter whether you are interested in country reports, reports on departments and teams, or even single case analyses, we can provide these via webtool on demand, merely by pressing a button. 

Tell us what you are interested in and we will unveil your secrets!