Starting in 1997, TENDENCIAS INDUSTRIALES has worked in a coherent methodology that combines interviews and mystery shoppers and allows:

• Validate and / or determine elements that provide customer satisfaction.

• Translate such elements into service standards.

• Measure quantitatively the compliance level of those standards through mystery shoppers.

• Evaluate the impact of standard compliance on customer satisfaction.

These programs have been carried out in restaurants, supermarkets and banks.