Mystery shopping research to assess the effectiveness of a technical helpline service

Client description

  • Trade association.

Project Objectives

  • To assess the effectiveness of the trade body’s technical helpline service.
  • To identify areas of strength and determine where there were potential improvements to be made.

How we met the objectives

  • Mystery shopping exercise to assess helplines performance against 13 performance criteria.
  • Developed 48 questions covering all of the core service areas ranging from event and meeting requests through to handling in-depth technical queries.
  • Developed a scoring system to judge each contact against the 13 performance criteria, enabling us to deliver a series of tangible data sets for comparison.

Benefits for the client

  • Recommendations on how to improve the effectiveness and efficiency of the helpline.
  • Input into action plan to improve technical support including restructure of department.