Vacation, business trips, urgent matters. This is exactly why people turn to air travel. Now just imagine how these events could be spoiled by poor service from airline staff.
Every major city has several airports and carriers, so any rudeness or undesirable attitude leads to a loss of customers. We should also remember that flights are an expensive service, so the level of service must be top-notch.
The service "Mystery Shopper" will help you to look at your business through the eyes of a client and find out at what level of service in your company.
Mystery shopping is a marketing research method that provides an assessment of the customer's consumer experience when purchasing a product or service. In addition, the mystery shopper method provides an opportunity to find out how accurately the standards adopted by the company are observed.
Our agency will help you find out
How to reduce customer churn
Find the flaws in
customer service
How to increase
the inflow of new clients
A mystery shopper can play two roles: a travel enthusiast or a businessman. The choice of role should be based on a clear understanding of the airline's target audience.
How well the mystery shopper is selected will determine the outcome of the audit. We take a careful approach to finding and selecting a mystery shopper. We have an extensive database of mystery shoppers. The base is replenished daily. Each selected mystery shopper is trained on the specifics of the project. Our employee constantly coordinates the mystery shopper, is in touch with him.
After receiving all instructions, surveys, the legend, and scenario, the mystery shopper proceeds with purchasing flight tickets. This can be done either offline, by phone, or through the company's website. The level of communication and service during the booking process is assessed.
Next, the mystery shopper can evaluate the crew's performance during the flight. At this stage, the role choice significantly impacts the quality control of the service. Expensive flights should be accompanied by impeccable service from flight attendants.
After booking the tickets and completing the flight, the mystery shopper fills out surveys and, along with pre-agreed assets (photos, audio recordings, receipts), sends them to our staff.
That the secret visitor will check
For each check, different legends, scripts and questionnaires are prepared. Depending on the objectives of the mystery shopper study, consultations can be checked during the study
Topics of audits
We will develop a questionnaire,
a legend and an instruction manual
for your projects
Let's run some tests checks
You'll get the results
in personal cabinet online platforms
Our manager will estimate
the cost of the individual project for you
Defining the objectives of the study.
Development of questionnaires, instructions, scenarios and legends.
Identification of the necessary artifacts (video and photography, audio recording, receipt collection)
Selection and training of mystery shoppers
Preparation of agents for a specific check.
Distribution of mystery agents
according to the location schedule.
Ticket purchase and flight attendance.
Completion of reports.
Verification and analysis of the data provided.
Preparation of final reports with recommendations
How the results of audits are processed
After completion, the reports are entered into the online system, and the questionnaires are sent to the validation department specialists for verification.
Each report is reviewed in several stages:
Checking to make sure all fields on the form are filled out and that all necessary artifacts (audio, photos, receipts, etc.) are present.
Checking whether the provided data corresponds to the audio recording
Checking for spelling, logical and punctuation errors
Once all validation steps have been passed, reports in the system become available for viewing by designated client representatives.
Based on the research results, a summary table is created, outlining the level of pre-flight service and the flights themselves.
On the basis of the analysis of the data received, the specialists of the Project Department form a final analytical report on the results of audits.
The inclusion of mandatory open-ended questions in the survey allows for the collection of subjective impressions from mystery shoppers regarding the ticket purchasing process and the flights themselves.
Interacting with mystery visitors at all stages of the research helps to maximize the amount of information.
Verification and correction of reports by our specialists allows to exclude incorrect and incomplete reports in advance.
Providing a final report on the results of audits saves you time to analyze the provided data yourself.
The first check shows what level of service your company is at. After that, you correct any shortcomings. Then, after a while, you need to check how the new knowledge has been implemented. To do this, you need to use a mystery shopper audit again.
Conducting regular "Mystery Shopper" audits in airlines is:
To order a mystery shopper study means to get support of an experienced specialist who will definitely help in improving the service of your company!
Using the experience you will be able to significantly improve your business and motivate your staff to perform their tasks.
A personal project manager will work with you to ensure the success of your research.
The manager fully supervises the project, consults on all questions that arise, provides the following information on the project:
All research results will be guaranteed to be shared only with you under a non-disclosure agreement.
Data obtained in the course of audits will not be passed on to third parties!
Just fill in the application form.
Our team will call you back and introduce you to all the advantages of our service.
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