McDonald’s Austria has been using mystery shopping as an instrument to measure customer satisfaction since 1997, working together with the company International Service Check® (ISC), which is based in Munich. During this time, ISC mystery shoppers have made more than 15,000 visits to McDonald’s restaurants in Austria and the results of these visits have helped us to understand better the experience from the customer’s point of view. Each mystery shopping report is clearly divided into a questionnaire and a personal experience report, which makes it possible for us to easily distinguish between the objective facts recorded by the mystery shopper and their personal experience. ISC maintain a large pool of mystery shoppers in Austria, which makes it possible for them to ensure that our restaurants are visited by a different mystery shopper on each visit. The mystery shopper quality is good and few mystery shops need to be re-checked or changed after the fact. In addition to the mystery shoppers obviously being well-prepared for the restaurant visits, all reports and questionnaires are checked by ISC before being sent to the restaurant in question. This means that shopper statements which are unclear can be checked and clarified by ISC and should a mystery shopper not adhere to the guidelines provided the mystery shop is cancelled and repeated by ISC. All of this takes place before the results of a mystery shop are distributed to the restaurant in question. Their direct presence in Austria is a further advantage of working with ISC. This contrasts positively with some other mystery shopping providers, who offer only a global call center.
Our ideas and requests are always responded to quickly and thoroughly by our contacts at ISC. Since ISC maintain their own exclusive computing center, they have always been able to offer us the required level of data security.
ISC bill their services after these have been provided. For us, it goes with saying that a company bills their services in this manner, but this standpoint is not shared by all of the mystery shopping providers in Austria. Furthermore, monthly mystery shop reports are provided by ISC at no extra cost. Other companies charge extra for this service.
In summary we confirm that we are very satisfied with all of the services provided by and – as we have gladly done in the past – continue to be happy to recommend ISC to McDonald’s in other countries.  | |
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Frank Graef Department Head Operations McDonald’s Austria http://www.mcdonalds.at/ |
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Dethlef Burgwald Temp. Head of Retail Ecco |
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Starbucks Coffee Switzerland has been working together with the company International Service Check for the past 2 ½ years. Multisearch GmbH has been supporting Starbucks with the project “Mystery Shopping": The checks in Starbucks coffee shops, carried out by selected and trained test persons, involve a snapshot impression of the coffee shops as experienced by a guest. The checks serve both as an assessment of the Starbucks coffee shops and as support with regards to drinks preparation, guest satisfaction, cleanliness and service procedures. The evaluations are made on a regulate basis by the responsible persons, and special evaluations can also be arranged upon request to our complete satisfaction. | |
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Juan Carmody Operations Director CH / AT Starbucks Coffee Switzerland AG http://www.starbucks.ch/ |
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