SERVICE TEST
Alternative to: Standardized Mystery Shopping, Generic Service Audits
Companies use our service testing when they need to objectively and deeply measure service quality, traditional mystery shopping is too standardized and superficial, competitor benchmarking with real depth is needed, or internal quality audits lack necessary neutrality. Often a high-quality method is missing that goes beyond checklists, analyzes root causes instead of just describing symptoms, and delivers concrete action recommendations instead of scoring reports.
We evaluate the current customer experience at selected touchpoints in your own organization or with your competitors. We work modern and absolutely discreet. Our results are impressively authentic and meaningful. Much more than mystery shopping.
Consistently impressive service quality is a decisive success factor due to increasing customer demands and global competition – online and offline. Deviations cause complaints and become a significant cost factor. For effective management of central touchpoints, it's important to repeatedly check the real customer experience to effectively respond to quality problems.
We become attentive customers of your organization, interact at pre-defined touchpoints with your employees and/or partners, and collect valid data across all relevant channels. Precise analysis and identification of underlying causes enable the derivation of clear action logic to ensure desired service quality. We open your eyes and ears and help you better understand your customers. Additionally executed service tests with your competitors provide you with new insights, inspire, and support decisions about shaping customer experience in your own organization.
What Differentiates Us from Mystery Shopping:
- Qualitative depth instead of standardized checklists (why does X happen?)
- Service design experts instead of randomly selected mystery shoppers
- Root cause analysis instead of pure symptom description
- Actionable recommendations with prioritization
- Competitor benchmarking with strategic insights
