Mystery research

The customer – king or disruption?

Undercover customer talks – that’s the methodical principle of mystery research. The results are authentic and form the basis for staff development and effective customer relationship marketing.

Survey methods

• Mystery mail shots
• Mystery calls
• Mystery shopping

Application and benefits of mystery research

• Analysis of customer orientation (strengths and weaknesses of the staff)
• Monitoring and success measurement
• Comparative analyses, benchmarking of competitors
• Transparent presentation according to the competence model of customer orientation
• Foundations for boosting customer satisfaction

Quality benefits

• In-depth personal briefing of the mystery staff by project management. Presence of the customer possible
• Pool of experienced staff
• Authenticity of the mystery staff ensured by taking into account regional and demographic requirements
• Qualitative justification of all quantitative factors to ensure high level of objectivity
• Personal or telephone debriefing of the mystery staff