Ikon som illustrerar en butik och en mobiltelefon.

Mystery Calling

Gives you the answer on how the customer experience is working over the phone.

Mystery Calling is a survey-based method that gives you the knowledge about what really happens in the moment of truth – when the customer contacts your company, your store or your customer service over the phone.

This is how Mystery Calling works



Your company is unique and we measure your critical business areas. During our first joint workshop we define questions to be asked, set goals and explain how the results should be handled and communicated to the staff.



We develop project documents, set up a team of observers based on the desired target group and provide them with training manuals.



The results are uploaded to our web-based reporting tool within 24 hours after carrying out the observation. After each “round” we also present you a report including analysis and trends.

The results of our phone observations provide you with the knowledge about the areas of customer experience you are good at and those which require further improvement. Mystery Calling also gives a basis for quality assurance and development.

This is what we can measure

  • Waiting time
  • Does the customer get proper treatment
  • Is the customer call correctly transferred
  • Is the company presented in a correct manner
  • Does the staff understand customer needs and use this knowledge in the communication
  • Are add-on products/services offered
  • Does the staff have good product knowledge
  • Does the customer receive necessary information
  • Is the customer greeted with a nice parting phrase
  • Is there a follow-up contact if necessary

Benefits and impact of Mystery Calling

  • An improved customer experience during phone contact with your company, store or customer service means more satisfied customers and can lead to increased sales
  • You will receive up-to- date information about the strong/weak points of your customer experience over the phone
  • You can effectively follow up the development of customer experience
  • You will get a decision-making basis for staff training
  • The entire organization can work with the results at different levels

Want to know more about Mystery Calling?
Feel free to contact us.