We Fieldwork and mystery visits
Mystery visits or calls are intended to enable the commissioning company to measure the quality of customer service using a precise evaluation grid (quality of welcome, highlighting of available services, etc.). Concretely, this measurement tool makes it possible to gauge the gap between expected quality and the quality delivered on in the field. This gives insight into strengths and weaknesses. The thus gain all the operational information needed to improve its work.
What is the role of the “mystery customer”? It is to impersonate an average customer, ask questions, buy products or make claims (act out a given scenario).
We Fieldwork draws on its network of specialist surveyors who have been trained in simulation techniques in order to address our customers various issues.
Mystery visits are conducted directly on the surveyor’s smartphone, enabling real-time feedback of data and precise checking of surveyors (geolocation).
Here are some examples of mystery visits: Mystery visits to public transport outlets, mystery visits to car dealerships, mystery visits to mobile telephone outlets, etc.