We have a tried and tested mystery shopping team that provides authentic and consistent evaluation for operational performance, benchmarking and service assessment. We offer a fully integrated service, able to provide telephone, face-to-face on-site, and web-based assessments. The large number of mystery companies that we have set up across the UK, provide rapid return of information sent by post, email, phone and fax.
We can provide same day turnaround of mystery calls – ideal for your training needs. MP3 sound files of recorded calls are available for clients to download and play, from our phonerecording service.
We conduct the mystery calling for BDRC Continental's Meetings Benchmark Tracker study that provides monthly assessment of conference enquiries to over 500 hotels and conference venues of all major hotel/venue chains and a number of standalone venues in the UK. Areas evaluated include service delivery, manner and approach, and follow up.
We are currently conducting a major mystery shopping programme evaluating the pricing of several insurance products. This involves 1,800 mystery shops per month, split equally by telephone and online channel.
We have conducted several large-scale programmes of on-site observational research:
to measure the time spent queuing at ticket machines and ticket offices at major London train stations
to establish the time taken via different airline check-in systems (self-service kiosk, bag drop, conventional check-in desk)
For further information about our mystery shopping services please contact one of the team.