Mystery Research

Besides Customer Feedback dialogues, another suitable method for finding out the quality of your own service is what is called Mystery Research. The quality of service can be measured objectively by simulated customer contacts. ServiceMonitor offers Mystery Research nationwide in the form of Mystery Calling (telephone tests), Mystery Mailing (e-mail tests) and Mystery Shopping (branch tests).

Mystery Calling

Mystery calls are staged calls to our clients’ information centres or service hotlines. Using a rating sheet drawn up in conjunction with our clients, trained telephone agents rate the quality of service according to relevant criteria. In this way the quality of the sales or information dialogue is recorded objectively using significant parameters, and any weaknesses identified.

Mystery Shopping

The test purchase is a classic type of Mystery Research. During a visit to the sales outlet or information centre, apart from the quality of advice, other factors can also be rated such as cleanliness and the atmosphere in the sales space, waiting times or the use of information material. This standardised form of recording actual service experience provides valuable pointers to a company’s customer orientation that go beyond measuring subjective customer feedback.

Mystery Mailing

Like the test call, mystery mailing is suitable for testing the reaction of service staff to customer enquiries. In addition to general criteria such as friendliness, what the mailing reveals in particular is to what extent this form of communication has been developed in the client’s own company and the formal reply standards are met vis-à-vis the potential customers or existing customers.