Mystery Calling
- secret customer
Table
of contents
- Mystery Calling – characteristics
- Usefulness of Mystery Calling
- Mystery Calling study – what might it look like?
- Mystery Calling research – examples
- Mystery Calling research – benefits
- Our Clients
- Why choose our offer?
- Mystery Calling research – our standards
- Mystery Calling research – our capabilities
- Mystery Calling research – Price list
- FAQ
Mystery Calling (MC) is a telephone-based
variation of Mystery Shopping.
Mystery Shopping is one of the most effective techniques for assessing customer satisfaction with the quality of services provided. Through this method, we can measure the level of satisfaction or dissatisfaction among clients/end-users, with a specific focus on service quality.
The study is conducted in real-world conditions and is carried out by independent auditors who assume the role of customers and call the designated service point.
The audit is conducted according to a detailed scenario.
From the consumer’s perspective, it’s not just about the product and the quality of sales service. Service and after-sales support also play a crucial role in influencing satisfaction and loyalty towards the provider of products or services. With ongoing digitalization, an increasing number of tasks are being performed remotely, including after-sales support.
The Mystery Calling survey is designed to help build a positive image of the company. How? By providing reliable information about service levels. The best way to gather this type of information is by conducting the research in real-world conditions.
The Mystery Calling method allows for the assessment of:
- the waiting time for a call,
- how the customer was served,
- whether the customer is promptly and correctly connected,
- whether the company is represented professionally,
- whether the staff understands the customer’s needs and applies that knowledge during the conversation,
- whether additional services or products are offered during the call,
- whether the staff has solid knowledge of the products,
- whether the client receives sufficient information,
- whether the interaction concludes pleasantly,
- whether follow-up actions related to the conversation are taken, if needed.
This technique allows for the quick collection
of verified information about the quality of service.
The Mystery Calling study involves an auditor conducting a phone conversation on a specific topic outlined in the scenario and carefully evaluating the employee’s response from a consumer’s perspective.
The mystery shopper assumes the role of a regular customer and carries out the task set by the research scenario.
Research conducted using the Mystery Calling technique
can be successfully applied to any remote customer service point.
MC testing is essential for:
- networks or individual sales/service points that follow standards for remote sales and after-sales support, such as banks, telecommunications providers, booking services/products, or restaurants;
- companies or institutions looking to implement remote service standards.
The research can either be comprehensive or focused on a specific aspect of customer service.
MC research is an indispensable method for gathering information about the quality of customer service. In this type of research, complete confidentiality is maintained, meaning that the individuals being assessed are unaware that the person they are serving is a mystery shopper. The insights gained from MC research allow for:
- verifying the level of service quality under real-world conditions, both where standards are established and where they are not,
- identifying the strengths and weaknesses of the facility,
- providing a detailed assessment of employees at a given service point,
- collecting data to develop service quality standards,
- introducing improvements and innovations,
- determining the key factors that drive customer satisfaction,
- identifying areas where competitors hold an advantage,
- diagnosing gaps in employee competencies,
- assessing compliance with company standards,
- creating new service standards or enhancing existing ones,
- optimizing the training system,
- implementing a bonus system and an internal employee evaluation system,
- obtaining results quickly.
To date, we have had the opportunity to work with various institutions and companies interested in obtaining statistics in specific areas. The research conducted was aimed at helping them advance their plans and attract new clients.
Why chooseour offer?
We have been conducting social and marketing research since 1996. Thanks to our high-quality standards, professionalism, and extensive experience, we can maintain a high rate of returning clients.
We also regularly attract new satisfied customers who benefit from the research we conduct.
As specialists in this field, we deliver better results for the companies we work with.
We would be happy to answer any questions and suggest the most suitable research option for your specific needs. We also invite you to explore our full range of services.
Mystery Calling research – our standards
We conduct telephone interviews according to the highest standards of the research industry. We are audited annually by the Interviewer Quality Control Program and hold a relevant certificate.
We also possess the international ESOMAR certification.
Mystery Calling research – our capabilities
We have a nationwide network
of trained auditors who can adopt any customer profile relevant
to a specific location, considering factors such as age and gender.
We investigate all types of remote customer service points, including:
- banks,
- offices,
- restaurants,
- online shops,
- hotlines,
- medical facilities – clinics, hospitals.
Mystery Calling research – Price list
The research we conduct using the Mystery Calling technique aims to gather knowledge that is helpful in formulating and implementing the objectives of a company or institution. Therefore, the studies are tailored to meet our clients’ needs regarding sample size, scope, and subject matter.
Since pricing depends on specific services, we encourage you to contact us for a detailed estimate. We will be happy to answer your questions and provide a quote for the service you are interested in.
FAQ
Mystery Calling refers to telephone surveys where auditors assume the role of customers. This method is a variation of mystery shopping and serves to monitor the quality of service at sales points, service companies, and specific departments (such as sales, complaints, or sales representatives).
“Mystery Shopper” refers to a secret customer who evaluates the quality of service provided by a business.
A Mystery Shopper is an independent auditor who is not affiliated with the service provider. Their role involves closely observing the entire customer service process. They participate in an arranged scenario (such as a sale, purchase, consultation, or complaint) and assess the quality of service through direct or remote interactions with the service provider.
Mystery Calling studies are applicable wherever remote customer service is offered.
These studies typically last from a few to about fifteen minutes.
We support all the industries
