Mystery Shopping

NMBS wishes to conclude a framework agreement for the implementation of mystery shopping services with the aim of measuring, monitoring and improving the quality of services to travelers within its railway network. The aim of the assignment is to independently and objectively evaluate the customer experience at the various contact points between travelers and NMBS employees or partners. The observations carried out should, in particular, make it possible to analyze the quality of the welcome, the professionalism, the availability, the quality of the information provided and the compliance with the service standards established by the NMBS. The assignment includes the preparation of mystery shopping campaigns, the recruitment and management of mystery shoppers, the organization and follow-up of field work, the collection and validation of data, as well as the preparation of reports and analyzes intended for NMBS. The SNCB should conclude with an agreement-cadre relationship regarding the realization of the mystery shopping experience during the journey, and the quality of the service provided by the voyagers during the journey. The objective of the march is to evaluate the independent manner and objective of the client experience and the different points of contact between the voyageurs and the collaborators or partners of the SNCB. The observations are based on the analysis of the quality of the accueil, the professionalism, the accessibility, the quality of the information provided by the respect of the standards of the service standards of the SNCB. The preparation of the mystery shopping campaigns, the recruitment and the recruitment of mystery shoppers, the organization and the training of the terrain, the collection and validation of the donations, the production of the reports and analyzes of the SNCB are carried out.