A service test serves to tighten and evaluate the and/or the Kundenservice of enterprises. This measure from the market study, and from it won the realizations, are the condition for further measures for the optimization of the and defect removal.

Procedure

In addition a Mystery Shopping, a usually covered test, is accomplished in order to judge service-relevant criteria. Those are for instance friendliness of the coworkers, the specialized authority etc.

A test customer places test questions and ordenet the quality services. Enterprises as for instance supermarket chains, gastronomische mechanisms, insurance, health insurance companies and banks assign specialized agencies the evaluation from rather objective facts, like e.g. Noise, cleanliness, folders, etc., and rather subjective facts, like the feelings of the test customers over e.g. the kind of the occurrence or the authority of the employees shown in certain test situations.

Form

This test covers all ways made available by the enterprise, on which a customer can take up contact. Thus there are tests in the restaurant, tests directly via telephone, test via E-Mail etc. In this connection also frequently the English expressions, about Cryptic check, Mystery call etc. are used.

With the offerers for the execution of service tests there are two different philosophies. The others set the one on professional testers on layman testers.

Prominent enterprises within the range Mystery Shopping (test purchase) are among other things those internationally active agencies smartconcept.ch from Switzerland and comcheck from Cologne, the Trierer company Checkshopper and the Swabian company Mystery24

www.comcheck-service.dewww.checkshopper.dewww.mystery24.dewww.smartconcept.ch

See also honesty purchases of training course purchases and test purchases.

Honesty purchases are an instrument, in order to test the trustworthiness of the cash forces. Training course purchases are an instrument, in order to test the attention of the taking taking the money. Test purchases are an instrument, in order to determine the actual condition of security.

See also: Product test, test the testers

Articles in category "Service test"

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