MYSTERY SHOPPING on... interurban buses

Analysis on quality service of interurban through Mystery Shopper technique

Year: 2012 (*experience previous to 2015 corresponds to fieldwork jobs developed as TEMA GRUPO CONSULTOR fieldwork department)

Mode: Interurban buses

Client: Consorcio Regional de Transportes de Madrid


This work is part of the studies carried out periodically by Consorcio de Transportes de Madrid to collect data on the operation of the public transport network in Madrid and analyze the demand in order to plan and program the delivery of the services with the greatest guarantees of a correct adaptation of the supply to the demand.

It is a field investigation of the intercity buses within  the intercity transport network of Madrid Area, in order to verify the good quality of the service taking into account several aspects of the vehicles, evaluating the customer service and checking the times of Regulation in header. The different concessionaires of the intercity transport of the Madrid area were investigated.

Job description:

The work developed by ABACO consisted of carrying out 1,625 inspections on board buses and 536 phone calls to the customer service telephone number of the different companies, all through the Mystery Client technique. In order to evaluate the quality of the service, a number of elements were taken into account: signaling, cleaning and maintenance of the vehicle, the air conditioning and ventilation system of the vehicle, and the operation of dynamic information equipment. In addition, it was important to assess the driver’s attention to any questions travelers might have. Likewise, the care received through the telephone customer service was evaluated.

The investigations were carried out during the last quarter, on a regular working day in the period of 7 to 22 hours.

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