Mystery Research

We assist our clients in optimising their customer contacts.

The success of a company does not only depend on the quality of its products but on the quality of its service. Satisfied customers do not only stay with  their garage but are also loyal when purchasing a new car.
For more than 15 years we assist you in improving your service quality. We monitor the current situation on-site, by mail or by phone – applying modern survey methods, carrying out on-site tests all over Europe and tests by phone worldwide. We check your employees´ customer orientation and professional skills. Our tests are conducted independently and  stay undetected   – evidence for the professionalism and experience of our testers.

Our testers are experts

Modern technical equipment is definitely an important factor to simplify our workflow and to meet our quality standard. But nearly everyone has the right equipment. Significantly essential for qualitative and realistic tests are the testers themselves.

We only work with a few selected testers, which allows us to train them intensively. They are experts and instructed to handle a wide variety of situations. Even an – intended- conflict situation will not ruffle them. Real customers with a suitable profile are recruited to create a realistic test-scenario. They are instructed carefully and are accompanied by our experts for the entire process. Our comprehensive experience enables a discussion of the results subsequent to the test as a part of our service.

Expert advise

We act as your typical customer and create a realistic test-scenario and a proper story along with it. The scenario is designed according to your requirements. Nothing is left to chance, everything is thouroughly tried and tested: Every process step is clearly defined and carried out on the highest quality level. The entire process is evaluated under objective and subjective aspects from first contact to follow-up activities. Individually designed questionnaires and evaluation tools are created and implemented quickly. You receive a detailled report on experiences and impressions, needs and demands– and positive feedback. Results are immediately made available after an on-site test – basis for any following discussion. Take the opportunity and use the test for group discussions or training activities within your team.