Mystery visits

Mystery visits can be carried out at any general sales or service outlet: stores, restaurants, hotels, theme parks, car servicing centres, dealers, etc …

As with mystery calls, the appraisal covers two sets of criteria:

• substance : quality of performance, time taken, etc.
• form : quality of welcome, tone of conversation, etc.

Apart from assessing criteria, comments are added to illustrate how the visit went and to explain the reasons for an adverse assessment where necessary.

100% was one of the first institutes in France - if not the very first - to offer mystery visits with debriefings, and this enabled a lot of objections to be quelled regarding the mystery survey approach and to strengthen the effectiveness of any corrective actions decided on as a result.