Optimising customer contact is central to acquiring and retaining customers. To do that, many companies set detailed standards for customer communication to ensure that customers receive a consistent experience across all offices and individuals. However, this only works if these standards are actually put into practice and adhered to. To understand how your company is performing, we put ourselves in the role of your customers and closely examine real customer interactions. This allows you to gain precise understanding of the quality of your customer experience and find ways to continuously improve.


We put ourselves in the role of your customers and leads


Mystery research for the service evaluation includes a number of methods in which testers slip into the role of (potential) customers and go through a real consulting or purchasing process. They record their experiences in the form of test documentation, which is then analysed and turned into concrete ways to improve. Depending on the scenario, this can involve test visits to branches or shops (mystery shopping), calls to a hotline (mystery calling) or written exchanges (mystery mailing). The findings will enable you to increase long-term customer satisfaction and ensure a consistently high-quality experience for your customers.

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Stefan Reiser

Managing Director Marketing Research