 | Mystery Travelling Bus, Coach, Rail & Air Travel Mystery Travelling Surveys Mystery Telephone Surveys Mystery Online Surveys |  |
| IBPTS are the connoisseurs “Mystery Shoppers” of the “Bus, Coach, Rail and Air Travel” world. Our “Mystery Travelling” is a performance evaluation and a valuable means to highlight contact between employees and customers, strengths and weaknesses in all areas of peripheral areas of operation and identify areas of perceptive service erosion. The “Public Transport and Air Travel” industries function in an extremely competitive market, where the standard of service delivery really does count. This is where our clients are realising the true benefit of using our “Mystery Traveller”. With an immense investment in marketing and advertising, what happens when customers make contact with the operators’ employees and use their services? We provides a customised “Mystery Travelling” service tailored to our individual clients' requirements and are flexible to meet all budgets. With a “Mystery Travelling” team all over the UK, we can match the type of customer that will travel and use our clients’ services and provide a comprehensive, precise, reliable and value for money service, enabling our clients to look at their business through the eyes of their customers. |
| Mystery Travelling Surveys Are your employees delivering a full and efficient service? Is your travelling environment comfortable and clean? Does this reflect the service provided? Are the correct procedures being followed? An IBPTS “Mystery Traveller” can provide the answers by travelling on your services or on your competitors as a real customer, by using scenarios that are pre-arranged with our client, they measure and evaluate, service delivery, punctuality and staff performance using tailor made questionnaires, with the results being collated to highlight perceptive strengths and weaknesses in all areas of operation. The data we provide can be used in conjunction with training courses to bring employees up to standard in weak areas, form the foundation of setting standards and prioritising service improvements. All our surveys are conducted in confidence with no prejudgement about our clients, their employees, vehicles, accommodation and operations. “Mystery Travellers’” collect data in relation to: |
• Directions and Signage | • Detection of Fraud • Staff Output • Customer Care Performance. • Provision of Information • Independent Disable Travel • Identifying Areas of Perceptive Weaknesses • Customer Satisfaction |
| Other aspects of customer service can be evaluated for example complaints, refunds etc. All our surveys are unique in being tailored to the individual client’s specification which can either be a one off or at regular intervals as an on going program, keeping our clients’ updated in the standard and quality of service they are delivering to their customers. We also provide observation surveys, which involves in being one location measuring and evaluating without interacting with employees. |
| Mystery Telephone Surveys Many customers purchase tickets, make reservations, enquiries and complaints by telephone. Are call centre staff creating that all essential good first impression? Are they courteous and knowledgeable about the services that they are providing? Are they making the most of every sales opportunity? Our team of trained team of telephone surveyors make calls to our clients’ call centres or competitors using scenarios created for the public transport, travel and tourism industries. They collect data in relation to: |
• Call Response Time | • Service, Product and Information Knowledge |
| Calls are evaluated against pre-arranged criteria, with a detailed report highlighting strengths and weaknesses in Staff Output and Customer Care Performance and recommendations for training where necessary. All surveys are tailored to the individual clients requirements, can be a one off or series of calls as part of an ongoing program. |
| Mystery Online Surveys The popularity of searching the internet for travel information, ticket purchase, make reservations and email enquiries is now everyday occurrence, yet many websites are slow and have a poor response reputation. Our team of home based internet users provide an independent evaluation of our clients’ websites. They collect data in relation to: |
• Ease of Use | • Online Ticket Printing |
| Websites are evaluated against pre-arranged criteria, with a detailed report highlighting strengths/weaknesses and recommending improvements where necessary. All surveys are tailored to the individual clients requirements, can be a one off or series of visits to the clients’ website as part of an ongoing program. |
