Visites mystères dans les bus et dans les Bootik pour mesurer la qualité des services de la STIB
Mystery shopping is a study technique used to assess the quality of the services you offer. Researchers pretend to be customers and then check performance against an exhaustive checklist that can be used to measure factors such as the availability of your staff, customer service, cleanliness of the premises, telephone response time, quality of the service provided, your staff’s competence, etc.
This type of tool can be used to gather precise, objective information which is more detailed than that garnered by a conventional satisfaction survey. The result? You will pinpoint your strengths and weaknesses. You can then apply corrective measures so as to improve the satisfaction of your real customers.
Need to assess the quality of your service?
To benefit from a fast, rigorous, and objective method of assessing the quality of your service
To examine a wide range of criteria
To measure all types of service: commercial, technical, telephone, etc.
To create a basis for a ‘customers’ charter’
To analyse the competition as regards quality of service
To detect any fraud
To establish a scoreboard to let you trigger actions at given moments
To compare the internal view of the company with actual customer satisfaction