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Section Navigation / important links:

• Mystery Research
• Mystery Shopping
• Test Dining
• Hotel Mystery Checks
• Mystery Calls
• Test e-mails/ Test FAX
• Staff Surveys
• Customer and Partner Surveys
• Price- and Store Checks
• Promotion Campaign Checks
• Benchmarking

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Content of the page:

Test e-mails and Test FAX

Using mystery e-mails or mystery FAX, the service and consultation quality of inquiries, which are answered by e-mail of FAX are determined. Qualified mystery callers contact the company via telephone call or e-mail, and ask for information or advice via e-mail or fax, following a standardized procedure.

Quality test criteria for personnel:

• Addressing the customer (politeness, friendliness)
• Answering all the customer’s questions
• Thoroughness of information
• Reference to further information
• Willingness to sell (service / product)
• Additional sales and increase of turnover

Technical quality criteria:

• Time span till reply
• Legibility / quality
• Size and format
• Number of pages/li>
• Printability / print quality