IBPTS Mystery Travelling Surveys
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Are your employees delivering a full and efficient service? Is your travelling environment comfortable and clean? Does this reflect the service provided? Are the correct procedures being followed?
An IBPTS “Mystery Traveller” can provide the answers by travelling on your services or on your competitors as a real customer, by using scenarios that are pre-arranged with our client, they measure and evaluate, service delivery, punctuality and staff performance using tailor made questionnaires, with the results being collated to highlight perceptive strengths and weaknesses in all areas of operation. The data we provide can be used in conjunction with our training courses to bring employees up to standard in weak areas, form the foundation of setting standards and prioritising service improvements. All our surveys are conducted in confidence with no prejudgement about our clients, their employees, vehicles, accommodation and operations.
“Mystery Travellers’” collect data in relation to:
- Directions and Signage
- Waiting Areas
- Waiting time
- External environment
- Travelling/Accommodation Environment
- Consistency of Punctuality and Reliability
- Staff Appearance.
- Staff Output and Customer Care Performance
- Provision of Information
- Independent Disable Travel
- Identifying Areas of Perceptive Weaknesses
- Customer Satisfaction
Other aspects of customer service can be evaluated for example complaints, refunds etc. All our surveys are unique in being tailored to the individual client’s specification which can either be a one off or at regular intervals as an on going program, keeping our clients’ updated in the standard and quality of service they are delivering to their customers. We also provide observation surveys, which involves in being one location measuring and evaluating without interacting with employees.
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For further information and to join our mailing list please email info@ibpts.co.uk
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