Mystery Research

We carry out mystery research projects for you, such as mystery shopping, customer surveys, mystery calls, test travelling, store checks and other quality tests tailored to the specific needs of your company.

 

Mystery Calls

Using mystery calls, the service and consultation quality of consumer services or call centers is analyzed. Qualified mystery callers call the corresponding phone number (call center, service hotline, central office switchboard) and test the service quality of the conversation, systematically following a standardized procedure.

Quality test criteria for personnel:

  • Greeting of the caller
  • Introduction of receiver of the call
  • Assessment of voice
  • Friendliness / courtesy
  • Knowledge
  • Willingness to help

Technical quality criteria:

  • Time caller is left on hold
  • Assessment of music or announcement while on hold
  • Number of times the caller is connected to another number