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  • Mystery shopping with trained testers

    Checking the quality of the customer experience: we find out what the customer really thinks.
    Optimising contact with the customer is pivotal in gaining new customers and retaining existing customers. The quality of interaction with existing customers as well as prospective customers needs therefore to be continually enhanced and matched to their expectations. This can only happen when the actual quality at all customer contact points – personal, on the phone, in writing, online – is objectively measured. Mystery shopping gives you the opportunity to focus on checking the customer experience at the point of sale.
    Our test buyers are recruited personally according to target-group-specific criteria and can be flexibly deployed throughout Switzerland. This way we can guarantee that our testers evaluate customer experience authentically.

    Ramona Lucia
    Leader Face-to-Face
    +41 41 367 72 01

  • LINK Real Customer Check

    Mystery check with real customers.
    The LINK Real Customer Check recruits “”real”” or prospective customers who experience the purchasing, advice or support situation with their personal identity and their own interests and needs and evaluate this experience according to a structure on which they have received training beforehand. Accordingly, (complex) scenarios are not necessary since the testers are in effect acting as themselves. The authenticity of the testers minimises being discovered and has yet another plus in that it enables a broader evaluation, e.g. in the form of an extra unstructured experience report that introduces a qualitative element into the study.

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