Online Mystery Transaction
Determination of quality of service and advice at points of contact via the Internet (interaction of user and company)
Aims
Online mystery transaction is the online adaptation of the classic mystery shopping technique. The aim is to determine whether potential customers are advised online convincingly and competently enough as to win them over as new customers. Are processes (purchase / transaction, delivery, exchange, complaints) carried out reliably and punctually? In this way, a supplier’s entire process chain (value-added chain) can be examined: online enquiries, ordering procedures, after-sales service, etc.
Results
- Quality of contact (contact persons / accessibility / response time).
- Quality of performance (quality of advice / response, needs orientation, comprehensibility, precision).
- Target orientation (relationship management, product recommendations, transaction orientation, proposal of an appointment, cross-selling).
- Target achievement (enquiry dealt with completely).
Applications
- Online banking (e.g. advice, questions concerning the website, request for a contact person).
- Online shopping (e.g. questions concerning products, payment conditions, returns policy).
- Product enquiries in b2c and b2b sectors (e.g. electricity tariffs / product information / account information with utility companies).
- Contacts in general / feedback forms.
- Enquiries on hotel and tourism sites, at trade fairs, airports, public transport companies, etc.
Managing Director
Frank Knapp | frank.knapp@psyma.com
Sales Manager
Christoph Haas | christoph.haas@psyma.com
