Case Study: Midttrafik improves customer center guidance and customer satisfaction with Epinion's mystery shopping

Mystery Shopping in Midttrafiks customer center

Midttrafik was facing a challenge with low customer satisfaction at its customer center, which stood in stark contrast to its employees' high perception of their own competencies. The company sought background material to help optimize employee training programs and turned to its vendor, Epinion, for a solution.

Epinion implemented a complex mystery shopping program where its trained employees posed as ordinary customers to evaluate the guidance provided. After completing 50 visits, the results gave Midttrafik surprising but valuable insights. Epinion's work directly enabled Midttrafik to develop optimized training materials, which increased employee happiness and confidence and subsequently raised customer satisfaction levels.

Midttrafik