Case Study

Mystery Shopping Research to Assess the Effectiveness of a Technical Helpline Service

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A trade association approached us to embark on a mystery shopping research project to evaluate the effectiveness of its technical helpline service. This initiative aimed to understand how well the helpline met user needs and expectations.

Research Objectives: Performance Evaluation and Improvement Identification

The main goals were to assess the helpline’s overall performance and effectiveness, identify its strengths, and pinpoint areas requiring improvement. This comprehensive evaluation was crucial in ensuring the service aligned with user needs and expectations.

Methodology and Development of Evaluation Criteria

The project involved a meticulously designed mystery shopping exercise, which assessed the helpline against 13 performance criteria. This approach provided an in-depth evaluation of customer interactions and the efficacy of technical support. Furthermore, the methodology included the development of 48 diverse questions, ranging from basic inquiries to complex technical issues. A scoring system was also established to quantitatively evaluate each contact, ensuring a thorough and objective assessment of the helpline’s performance.

Client Benefits and Conclusion: Enhancing Technical Support Services

The research yielded significant benefits for the trade association. It provided concrete, data-backed recommendations for enhancing the helpline’s effectiveness and efficiency. Additionally, the insights gained informed the development of an action plan for restructuring the helpline department, optimising workflow and resource allocation. This study highlights the utility of mystery shopping as a tool for assessing and improving customer service operations, particularly in technical support. It underscores its value in offering critical insights for informed decision-making and service quality enhancement.

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