Mystery Shopping is a unique market analysis instrument to evaluate the relationship enterprise/customer. The goal of Mystery Shopping is to analyse, through Mystery Shoppers, the situation at the customer’s contact points, thus to make appear transparently the strengths and weaknesses from the view of the customer. The whole will be accomplished through authentic reports, drawn up by mystery shoppers corresponding to the structure of our client.
With Mystery Shopping, the tested personnel and/or enterprise get precious circumstantial evidence from “real“ customers, which they would not get otherwise. Based on these analyses, the enterprise and the personnel receive concrete and direct suggestions to improve the personal relationship towards the customer and to make him thus more satisfied.


With our range of services your enterprise will always stay competitive compared to its direct competitors!

TEST « PURCHASE » -> Reception and service at the sales point “Mystery Shopper”

TEST « COUNSELLING» -> Sales counselling and customer’s service at customer’s contact point

TEST « TELEPHONE » -> Reception of the phone call in the enterprises and in the Call Centers

TEST « COMPETITOR » -> Test of your competitors compared to your enterprise

TEST « INTERNET » -> Test of your internet home page and response to e-mails

« SATISFACTION » SURVEYS -> Test « satisfaction » of your clientele



In the following domains we developed concepts:

• Retail trades
• Furniture shops, electro household articles
• Garages
• Restaurants / Hotels
• Communication
• Fitness and beauty salons / solariums
• Travelling

The total quality strives for two major goals:

It is not enough anymore to limit oneself to “just” deliver a quality product or a quality service to a customer, but his expectations have to be anticipated.
With the total quality, the organisation of an enterprise does not help any more the exclusive needs of the enterprise, but on the contrary helps to meat the customer’s expectations: one has to be pro active to identify his real needs and above all, his secret expectations. In the end, the client stands at the end of a variety of processes, where each of these processes risks to concentrate only on the specific constraints, conditional to his own environment. To optimise the processes equals an internal improvement of the relationship enterprise/customer; inevitably this improvement will have an impact on the responses of the final customer.

But « customer’s satisfaction» has a price. It is recommended in any case to avoid an « Over quality ».

This strives to review all brake elements causing delays. It is easy to see, that a client addressing to a single contact person who, in return, can answer at least 80% of the client’s questions, waiting delays of the client can be reduced, and in addition, hidden company costs for various researches, can be reduced as well.

• Quality of men, women and the development of human resources
• Quality of the processes
• Quality of products and services
• Quality of the company’s results