Mystery Quality Program
Concept
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We support you in your quality approach by analyzing your customers' experience and the efficiency of your services through various satisfaction barometers.
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The mystery visit, which is one of these tools, makes it possible to measure the quality of service, from the reception of the customer to his loyalty through the commercial interview, the advice provided as well as the maintenance of the structure receiving your customers.
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Who can use the mystery survey tool?
Our offers concern all companies open to the public in the fields of commerce, hotels, restaurants, the automotive sector, tourism, telephony, banking, insurance, media and recreation, administration, etc.
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Our analyzes
- determine the main levers of customer satisfaction and areas for improvement
- reveal the areas that pose a risk to your brand according to customer requirements and measured performance in your structure
- will allow you to situate you according to certain criteria, according to your socio-professional category
- monitor changes and their effect on your long-term performance.
The very heart of the Mystery Quality Program is built around essential principles, conveyed by our entire team.
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Ethics
All our employees are committed on a daily basis to respect towards our customers, seriousness, confidentiality and responsiveness.
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Expertise
We put its know-how and our experience at the service of our customers and we are committed to the quality of the advice and the result.
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Objectivity
Independent in our approach, we ensure complete objectivity of the panelists, the results and advice.
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Proximity
We meet our customers, get to know them, interact with them constantly, in a spirit of permanent satisfaction.
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How? 'Or' What ?
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We proceed in phases:
Phase 1 - Diagnosis
Phase 2 - Coaching / Training support
Phase 3 - Consolidation
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Phase 1
Diagnostic
de vos besoins
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Nous vous rencontrons pour faire le point sur vos attentes précises et sur ce que vous souhaitez contrôler spécifiquement (infrastructures/qualité accueil/qualité de service etc.)
Création
de votre programme d'enquêtes personnalisé
En fonction de vos besoins exprimés, nous établissons ensemble un ou plusieurs scénarii d'observation et une grille complète des points à contrôler
Analyse
des résultats des enquêtes mystères
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Analyse des grilles et enquêtes réalisées
Phase 2
Plan d'actions
Court / moyen/ long terme​
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Définition des actions d'amélioration, de correction à mettre en place à court, moyen et long terme
Formation
Personnalisées et professionalisantes
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Etablissement d'un plan de formation adapté aux besoin (qualité d'accueil, traitement d'une réclamation, techniques de vente, etc.)
Coaching
Individuel et/ou collectif
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Un programme de coaching individuel peut être proposé (renforcement des soft skills, gestion du stress, écoute active, mindfullness, etc.), coaching collectif (team building/jeux de rôle)
Phase 3
Contrôle
Consolidation​
Contrôle à J+3 mois pour vérifier la bonne application des actions et pratiques décidées et transmises
All our offers are tailor-made
Click on the image of your choice
Do not hesitate to contact us to let us know your needs, we will build a content with you to measure