Mystery Shopping
Description
Mystery Shopping, offered by UseTree as a Service Experience Audit, reveals how a product or service is experienced in real customer interactions. Trained test participants act as regular customers and interact with a company without being recognised as testers. This creates authentic insights into consultations, service processes or digital services. The method shows whether defined standards are actually followed. And where customer expectations are met or missed. It becomes clear which touchpoints work smoothly and where friction occurs.
Your input
- Definition of the relevant touchpoints (e.g. branch, hotline or online service)
- Description of the desired test scenarios or service processes
- Access to relevant service or usage contexts
Our result
- Documented observations from real interaction situations
- Structured evaluation of service quality and process flows
- Concrete starting points to improve customer experience and service processes
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