Mystery shopping: Overview

The aim of Mystery Customer programmes is to measure the quality of the delivered service using a pre-established table of requirement criteria. Thus, they enable the service actually provided to the customer to be objectively compared with what is expected, in order to ensure compliance.

To guarantee the success of this approach, a way must be found of avoiding any rejection phenomena from those employees whose service is being assessed.

For example, the table must be drawn up in a way that prevents any comeback when a criterion is judged unsatisfactory. Furthermore, each criterion in the table must correspond to a service requirement that the staff actually knows of.

Whether on mystery calls or visits, 100% Satisfaction gets together with you to draw up a table that suits your aims and your offering. We also give you advice to help ensure your employees understand this tool.