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Mystery customer


  • 5-10 users according to targeting
  • Results in 2 to 3 weeks
  • As for an online test, users are asked to follow a scenario with defined steps while explaining their experience and suggesting optimizations. Theses tests can be done on a store or a call center.


  • Get detailed feedback from users in real conditions
  • Identify weak and strong points
  • Prioritize optimizations


  • User score
  • Customer feedback ready for analysis in Ferpection dashboard
  • Option: feedback analysis

In which cases set up this study

  • Test the user experience of competitive points of sale or phone services
  • Test the user experience on my point of sale or phone service