What are the mystery calls and emails exactly?
Structured evaluations of customer interactions conducted through phone and written communication, adapted to each client’s specific objectives and context.
Callers engage in realistic customer scenarios designed around your needs to assess not only what is communicated, but how it feels, observing:
- Responsiveness and clarity
- Tone, empathy, and professionalism
- Needs identification
- Product or service knowledge
- Commercial opportunities
- Follow-up and ownership
- Confidence, reassurance, and trust conveyed through communication
Who conducts the mystery calls and emails?
They are conducted by carefully selected and trained callers who reflect your customer profile, communication context, and language needs.
Without interfering with daily operations, they:
- Interact naturally across phone and written channels
- Work in more than 50 languages, ensuring local relevance and cultural accuracy
- Follow a defined and consistent evaluation framework
- Assess both execution and perceived experience objectively
- Reflect realistic customer profiles, such as leisure guests, business travellers, event clients, retail customers, service clients, or high-value prospects
- Capture service and commercial opportunities, including needs identification, recommendations, up-selling, cross-selling, and conversion behaviour
- Deliver reliable feedback supported by clear observations, call recordings, emails, response times, and written examples where relevant
How we work
1. Get to know each other
We start with understanding your needs, brand values & proposition, approach and characteristics. From the very beginning, we will be part of your team, not just a provider.
2. Define project
Together we define the survey questions, caller profiles, and the specific flow of the visits. No matter if your company has no previous experience with mystery calling, we will help you from the beginning.
3. Develop tailor-made surveys
Our team creates customized surveys based on your standards, objectives, and project focus. If you do not yet have defined standards, we can also help you establish them.
4. Select mystery auditors
We carefully select the most suitable mystery auditors for your project based on your needs and preferences. They receive thorough training not only on the visits themselves, but also on your company’s objectives and values to ensure they are fully prepared.
5. Conduct the visits
Our trained mystery auditors evaluate all critical touchpoints.
6. Quality check
Every survey and report is carefully reviewed to ensure the highest quality before delivery.
7. Receive reports
After each call, you receive a detailed data-driven report with feedback and comments form the mystery auditors.
8. Receive analysis
Periodically, we will deliver detailed actionable insights based on your objectives and needs.
What information and analysis do we provide?
Our in-depth analysis helps you identify operational gaps, improve team performance, and consistently deliver an enjoyable customer experience.
One report per visit
You’ll receive detailed feedback on customer interactions, store/venue cleanliness, staff knowledge, service speed, and adherence to company standards.
Periodic analysis
We compile and analyze the data over time, helping you identify trends and patterns, and offering recommendations for targeted improvements.
Personalized analytics
No matter if you need analysis per area, country, department, store, or any other approach. We will adapt it completely to your needs.
Our platform
All the info you need, all the time.
INPROVE uses an advanced customer experience platform that brings all results together in one clear dashboard. Clients can analyse data in real time, compare performance between regions, countries, brands, locations, store types, scenarios, or touchpoints, and follow trends over time.
Reports include scores, written feedback, improvement points, attachments, and photos. This makes results easy to understand and helps teams turn insights into concrete actions.
Easy for shoppers
Shoppers can submit reports quickly from any device and add comments, photos, receipts, and other relevant details directly in the platform.
Simple for your company
Clients can access results anytime, from any device. User profiles can be set up based on role, such as head office, regional management, location management, or department level. Reports can also be exported as PDF's or shared automatically by email.
Connected to your systems
Where needed, the platform can be connected to your existing systems through an API integration, allowing data to flow efficiently between platforms and supporting a more seamless reporting and follow-up process.
Let’s elevate every customer conversation - together.
Thinking of implementing Mystery Calls and Emails solutions in your business? Contact us!
Considering becoming a Mystery Shopper?
As a mystery shopper with INPROVE, you will have the opportunity to evaluate a variety of businesses, from stores and restaurants to hotels and service centres and, you will get paid for it!
Join our community of mystery shoppers, where your observations make a real difference.
