This methodology typically try to answer the questions: “Do your employees dispense their duties as per the training offered in handling the customers?”. “Are your customers satisfied?” The employee customer service training could entail some of the following

• Politeness in dealing with the customers.
• Dispensing the right amount of product if the product in question requires measurement.
• Courteous.
• Wearing name tags for ease of identification by the customer.
• Greetings/smiling to the customer.
• Explaining other services/products, new or existing, that the business is offering.

At neotrends research, we send our experienced interviewers to act as undercover customers. Their role if to observe all aspects of the customer service as per the business guidelines/training to the employee Our respondents then fill in the electronic questionnaire after leaving the business premises. This gives the business an opportunity to know which aspects of customer service require redress and why.