Which decisions does it support?
Also known as secret shopping, this study examines how defined service standards translate into everyday customer experiences.
What do we examine?
- Greeting customers, understanding needs and providing information
- Implementation of sales and service standards
- Consistency across branches, channels and visit periods
How do we design the research?
We define assessment criteria, visit scenarios and fieldwork scope at the start of the project. We record observations using structured forms and compare them after quality control. A single visit is not assumed to represent overall service performance.
What do we deliver?
Depending on the scope, we provide assessment criteria, visit findings, branch or channel comparisons and priorities for training or process improvements. We report findings together with the visit period and the scope of observation.
Let’s define the scope together
We agree on the research purpose, target population, schedule and deliverables at the start of the project. In line with our quality standards, we limit interviews to a maximum of 20 minutes.