Mystery Shopping

As an independent third-party certification body, TÜV Rheinland's mystery-shopping service can help you identify shortcomings in your processes, improve employee attentiveness, and establish the foundation for service-process review and continuous improvement. All of which will help you improve customer satisfaction.

What is mystery shopping?

Mystery shoppers are investigators who visit shops or call on businesses posing as normal customers, and provide a recorded evaluation of the service environment and experience from a neutral perspective.

Each evaluation covers:

• Sales skills
• Sales knowledge
• Service attitudes and sensitivity to customer needs

Mystery shopping also makes for an excellent training tool that will allow you to identify and improve strengths and weaknesses in existing services.

Objective quality assessment

Mystery shopping is the only effective way to measure the quality of your services from an objective, customer-focused perspective. We use mystery shopping to gather qualitative and quantitative information, in addition to objective and subjective data, about the point of sale and your employees.

Goal setting -- It's your choice

You tell us what you want to achieve with our mystery-shopping service. You can:

• Test the competence and friendliness of your employees
• Check whether products and services are presented in the best way possible
• Evaluate conformity of service quality against brand image
• Assess compliance with service and consulting standards
• Verify how much of your service guideline has been implemented

More information:

A wide range of options

Value-added certification services

Uniquely TÜV Rheinland

TÜV Rheinland vs. other service providers