Information and guidance
Clear information on services, timetables, meeting points and terms and conditions. Ease in finding the right channel and obtaining a relevant response.
Mystery shopping for mobility and transport.
From the first point of contact to arrival at the destination: we assess the service through the passenger’s experience, using scenarios and criteria agreed with your organisation.
The sector
The journey begins before you set off.
An enquiry, a booking and the welcome all set the tone for the travel experience. The quality of service is also evident in the way staff guide passengers and handle enquiries whilst on the journey.
We develop projects for operators in passenger transport, car hire, taxis and chauffeur services. The scope may include ticket offices, reception points, telephone enquiries and digital channels, selecting the stages relevant to the service and to management decisions.
What we observe
The steps that shape the service.
We select and adapt the assessment areas to each project, using questions and criteria based on observable behaviour.
Booking and purchase
Required steps, clarity of the information received and consistency between the proposal, confirmation and booked service, in accordance with the specified scenario.
Welcome and service experience
Staff helpfulness, guidance at departure, introduction to the service and attention to the requirements agreed for the project.
Support and journey completion
Handling enquiries throughout the journey, clarity regarding the next steps, and the quality of the response when a passenger asks for clarification or assistance.
From enquiry to experience
Real-life scenarios, prepared in advance.
Examples of pathways to be adapted to the objectives, channels and the service actually offered.
Passenger transport
A user searches for information about a journey, purchases a ticket and arrives at the departure point. The visit follows the agreed steps and documents what the passenger experiences at the various points of contact.
Car hire and transfers
A customer requests a quote or books a transfer. The following aspects are assessed: attention to the customer’s needs, clarity of the terms and conditions communicated, instructions for collection or meeting, and the welcome received at the time of the service.
The project
A meaningful comparison requires clear criteria.
We define the routes, locations, channels and stages to be observed before the assessment. We agree on the passenger profile and the enquiries to make, brief the mystery shoppers and review each completed checklist before analysis.
Understanding differences in context.
To compare locations, routes or time periods, we select compatible scenarios and common criteria. The number of visits, time of day and conditions observed inform the interpretation of the results: a single experience describes an incident, whilst a comparison requires a coherent plan.
What management receives
From observations to operational priorities.
Content and delivery methods are defined according to the scope of the project.
Verifiable evidence
Reviewed checklists and observations covering the agreed stages, supported by documentation where specified.
Indicators and comparisons
Analysis by area, location, channel or period, with clear criteria and a transparent basis for comparison.
Analysis reports
Behaviours, key considerations and priorities to be shared with those coordinating the service.
Online dashboards
Access to data through the secure client area, with content and access rights defined for the project.
Frequently Asked Questions
Define the project before the visits take place.
Which transport services can be assessed?
The project may cover passenger transport, car hire, taxis and chauffeur services. We will work together to select the touchpoints and stages of the experience to be evaluated, based on the organisation of the service.
Can different routes and pick-up points be compared?
Yes, with a survey design that clearly highlights differences in context. Scenarios, criteria and the distribution of visits must allow for comparisons that are useful for decision-making, without confusing different situations.
Does the evaluation also include online bookings?
Where applicable, the journey may include the website, digital enquiries and pre- or post-trip support. These interactions can be integrated with field observations via Mystery Web.
Which part of the journey would you like to understand better?
Tell us about the service, routes or locations, channels and objectives. Together, we will define an assessment project for your organisation.