Service overview
What this service is designed to establish
Uses controlled customer-like interactions or observations to test selected service, process, sales or compliance standards.
The first task is to convert a broad concern into specific questions that can be investigated responsibly. The method, duration and deliverables then follow from those questions—not from assumptions about what the answer should be.
Questions the engagement may address
Which behaviours or controls are being tested?
How will scoring remain consistent?
What legal and employment considerations apply?
How will isolated observations be interpreted?
