Mystery Shopping Surveys are conducted with the Mystery Shopping method to measure and understand the service quality of organizations as perceived by customers. Mystery Shoppers, who experience service processes during these surveys with real customer identities, convey all their observations, comments and evaluations from their real experience.
Tailored for airports, Mystery Shopper Surveys cover all experiences of a real passenger at the airport. They handle the tangible & intangible elements of the service steps during the end-to-end process. What is the quality of the service offered by the airport management? How do passengers experience the service with its tangible and intangible elements? How and to what extent airport personnel training is reflected in the service processes? Mystery Shopper Surveys enable you to get the answers to these questions with the highest accuracy to objective reality, and see the gap between the passenger experiences you want to provide and the customer experiences you provide. They measure the service quality and performance as per the defined finding group. The report issued at the end of the survey project sheds light on all strengths and areas for improvement. Airport personnel performance can be determined individually (on name basis) and contact point basis, if desired and can be considered as an element of the internal reward system. Mystery Shopper Survey helps to determine the strategies and necessary measures to increase customer satisfaction during the time spent in the airport..
We also design and carry out the Mystery Shopper Surveys, which can be applied in various sectors, in the field of airport management.