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 Employees at IndiGo and Jet Airways are expecting an unprecedented check by Mystery Shoppers

According to The Economic Times Mumbai, the two India’s carriers that have the biggest market share have appointed professional auditors to monitor their services and make sure employees correspond to prescribed standards.

The auditor, according to the contract, will send so-called 'mystery shoppers' on the airlines' domestic and international flights. Pretending to be regular passengers and equipped with their smart phones, the shoppers will keep a close eye on every aspect of the airlines' services starting with ticket booking to in-flight services. They are assigned to take detailed notes, snap pictures, record conversations and even shoot videos. The shoppers belong to the big team which has, in consultation with the airlines' management, prepared an extensive checklist of service standards, based on the airlines’' and the aviation regulator's requirements.

Jet Airways have already had some trial checks and the company will start full-scale audits from January. The auditor will review 450 flights monthly and present a report to the customer services team led by Sonu Kriplani. The airlines will compensate the cost of all the tickets. IndiGo appointed the auditors back in August and intend to monitor 1,000 flights every month. 

It’s interesting to know that along with researching the service standards of its own flights, Jet is hiring auditors to simultaneously survey flights of international carriers such as Qatar Airways, which scored high in UK's agency Skytrax rating. Last year, there was an announcement from Jet Airways that it will go back to its original full-price services, eliminating its low-cost branches Jet Konnect and JetLite. 

The auditors have already found some deficiencies in service during the trial flights. For example, the airline is using its narrow-bodied Boeing 737s on short international flights to Singapore and Dubai. Some of them take place late at night and passengers experience major discomfort. On IndiGo's flights too, the auditor came across certain shortcomings. IndiGo's rule book says the airhostess has to greet passengers at three places in the aircraft —at the entrance, middle and end. In reality, the flight-attendant could be found only at the entrance greeting. Also cabin staff is supposed to clean the aircraft toilets after every two passengers have used it. However, that wasn't happening either.

IndiGo took the audit results very seriously. Reportedly, in the last six months of Mystery Shopping program, 80 employees have received a warning. 

Other international airlines have already used Mystery Shopping to ensure the quality of service, although not always delegating the audits to a special agency. For instance, last year Air France KLM, according to a source, involved a few members of its Flying Blue loyalty program in evaluating the service standards in some of their flights.

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Direct line with your Customers

They criticize you, they write slashing posts in the social networks, they praise you eagerly to their friends by telephone or confiding their outrage to their wives. Or even more often – they just burn their emotions and remarks inside and, as a result, do one of two things. They come back. Or they leave you forever. They are your customers.


WHAT ARE YOU READY TO DO TO FIND OUT WHAT'S ON IN THEIR MINDS?

We are ready for everything!

For about 15 years the company 4Service has been working on researching and improving of customer experience. We possess thousands of eyes and ears. More precisely, we have 300 000 usual people at hand who want to make their customer experience better. We are everywhere: we speak 29 languages and work in 52 countries of the world. We have a powerful analytic centre, where we watch every slightest vibration of social opinion about you and your business.

Why?

For the only reason - to let your service have even more satisfied customers and make your business flourish. If you, just like us, believe that the devotion of the client is the main capital of any business, welcome to the 4service laboratory!

With us the good companies become the best ones. We help you to put yourself in your clients' shoes, to hear them and make them happy.

Service Portfolio

Why do we do it better?



Why 4service
We love the good service ourselves
4service loves good service
We believe in its importance
We believe in service importance
We've been working in this business for a while


We are those guys who proposed the Mystery Shopping service for the first time in the former Soviet Union in 2001.
During this time our Secret Shoppers have given over a million of service evaluations of different branches, starting with fast-food restaurants and up to international banks. 4service became a major player not only in Russia and CIS, but also is growing rapidly in the European Union. We are the member of the leading International Professional Association of “mystery shopping” providers MSPA , and we are learning continuously from the best ones.


Our efficiency has
simple secrets:

  • 1. We trim the sails to the wind and we are using the most modern technologies in this sphere.
    Forget about the Secret Customer stereotype (Examiner), that was formed by TV. It is not a stress-show. Professional service of customers experience evaluation looks more like financial audit with involvement of analityc and special software. As a result - the insights about improving of your service and specific plan of action on your desk!
  • 2. We are committed to the five values of our company.
    About our values - Truth, Use, Love, Greed and Audacity – you can find out on the special page. We will just mention here that we consider each of these values absolutely seriously and sincerely. All right, we know that you are curious why we value Greed? In short, our Greed means our thirst for new tasks and achievements! It energizes us.
  • 3. We simply love what we are doing.
    We will not comment – just talk a bit with our team, and you will understand.

Are you ready to the changes?

So, you know the price of the service and you want some improvements of your company and, most important, you are ready to start.

But you are still not sure that what has suited to МТС, METRO, Ecco or Raiffeisen Bank – will succeed with your company.
No worries, just check out the compatibility of your situation with our profile.
For this you just have to drop in for a chat, telephone us or write us an e-mail.
You will get for free the list of our work examples in the cases similar to yours.


Sure you are ready!?

If you start working with 4service, there will be no formal "budget developing".

Oh no, we can’t do this way, every decision and every effort must lead us to some particular aim which will be definitely covered by the income increasing of your company.
IN ROI WE TRUST!*
So everyone will have to work. We expect our recommendations not to be put aside, but to be methodically realized. We have efficient means and technologies for motivating the staff for the changes and improving your service.
If you are not planning to fight for the result, better not contact us.
And remember: your customers - are your best teachers and counselors! We will help you to hear them. Better than anyone else )

* We believe in the return of investments!

P.S. And if You don’t believe – we will return them to you. ;)

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Lukoil

4Service Group should be recognized as a professional "Mystery Shopping" services provider. The Company has proven its customer experience high quality due to the professional staff able to cooperate effectively, to react promptly and to correspond with requests and needs of the client.

HELEN-MARLEN

It should be noted that 4Service agency provides not only a package of quality Mystery Shopping services, but consulting and training as well.

Credit Agricole

The work of 4Service Group fully complies with the key principles of business cooperation and the fulfillment of mutual agreements.

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