Mystery Research

Areas of Application

For example, mystery research is used to

• Observe and assess customer service and support,
• Measure and develop the quality of customer contact,
• Test the customer care offered by employees either before or after training measures,
• Compare with the competition.

Requirements

Before working in mystery research a number of requirements have to be met. This includes the choice and training of the tester, familiarity with the design of the test sheet and the communication of the result.

Mystery Research as a tool for improving organisation

Mystery research should never be applied as a means for discipline, but rather introduced as a working tool towards efficient organisation and employee development.

Mystery Research in addition to consumer surveys

Unlike consumer surveys, mystery research allows for objective results which complement the commonly existing forms of customer satisfaction.Mystery research offers a company data about itself in a manner that is both quickly and economically achievable, summarising the customer experience directly from his or her eyes.

Mystery research and consumer surveys bring together both the subjective experience and the objective case of the consumer. Thus we are able to build a complete picture of the consumer experience.

Employee acceptance

Mystery research is permitted in Germany as long as individual workers are not directly identified without their permission. In general it is widely accepted as a successful tool in staff training and becoming more target orientated.

If you are looking for a mulit-faceted approach to mystery research then we are for you. concertare offers a professional partnership in every aspect of this sector.