Mundays, a Surrey-based law firm (UK), has launched a Mystery Shopping program to raise its standards of service quality.
This project is a part of the firm’s customer service evaluation plan, which includes personal meetings, telephone interviews, and online surveys.
According to Jonathan Robinson, Mundays’ business development manager, this program will help get objective data and obtain needed information from it.
"The positive effect lies in the sources; we do not use secondary sources such as word of mouth. We follow the whole service process from initial inquiry to completion of work.
The goal of the program is not to embarrass or shame anyone. Instead, we want to rate the efficiency of our work and find out where we stand. If we find a problem, we will work on it. We can’t afford to lose customers," he added.