Access and initial contact
Availability of information, response to enquiries and appointment management. Clear instructions on how to reach the office or proceed via the appropriate channel.
Mystery shopping for services and agency networks.
We assess how your organisation’s standards translate into the customer experience: from the first contact and the proposed solution to the handling of follow-up enquiries.
The sector
A recognisable network, at every point of contact.
A common brand and offering can be presented differently from one location to another. An unannounced visit allows us to observe how staff welcome the customer, understand their request and provide information and next steps.
The project may involve service agencies, dealerships, distributors, assistance networks and banking or insurance counters. We select the aspects relevant to the context and the network’s standards, without applying the same checklist to organisations with different activities.
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.
Welcome and listening
Availability, questions to understand the client’s needs and verification of those needs. We observe concrete behaviours, distinguishing them from personal impressions.
Presentation and clarity
Clarity of the proposal, the terms and conditions communicated and the alternatives presented. Consistency of the explanations with the materials and with the standards defined in the project.
Conclusion and continuity
Summary of what has been agreed, instructions on the next steps and management of follow-up contacts after the visit. The response should also be noted when the client returns with a question.
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.
Agencies and service counters
A potential customer enquires about a service and the terms of the offer. The assessment focuses on listening, the clarity of explanations and guidance on the next steps.
Dealerships and assistance networks
A customer is looking for a solution or requesting an appointment. The following aspects are assessed: preparation for the contact, understanding of the customer’s needs, presentation of the service and consistency of information across channels and at the branch.
The project
A meaningful comparison requires clear criteria.
We start with your network’s standards and the decisions the project needs to support. We agree on the locations and channels to include, the customer profile and the aspects to observe. Mystery shoppers follow a prepared scenario, and each completed checklist is reviewed before the findings are delivered.
Understanding differences in context.
The differences between agencies become meaningful when viewed in context. We define comparable criteria and distinguish between channels, types of premises and situations observed. A subsequent cycle can revisit the same aspects to monitor changes in behaviour.
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.
Can company-owned and affiliated agencies be compared?
Yes, where activities and touchpoints allow for a consistent comparison. Common standards and organisational differences are clarified before developing scenarios, checklists and visit plans.
Can the project include a telephone call, a website review and an on-site visit?
Yes. Contacts can be observed separately or linked within the same customer journey. For example, an online enquiry may be followed by an appointment, if this is the agreed scenario.
How can the results support staff training across the network?
Documented experiences and behaviours help identify areas to reinforce or explore further with staff. Management can use this evidence to develop practical guidance and assess the same areas in subsequent visits.
How is the service experienced within your network?
Tell us about the locations, channels and standards you wish to monitor. We’ll prepare a project that will be useful to management and those coordinating the network.