MYSTERY SHOPPING on... interurban buses

Analysis of the quality of service in the buses of the company Julián de Castro using the mystery customer technique

Year: 2020-21

Mode: interurban buses

Client: Julián de Castro


This is a field research of the intercity and urban buses of the company Julián de Castro, in order to evaluate the quality of attention and service to the users of the lines of the service provided by them, which communicate Madrid with Torrelodones, Galapagar and Colmenarejo (as well as other destinations), as well as the urban service of the municipality of Torrelodones.

Job description:

The work carried out by ABACO consisted of carrying out 133 inspections on board the company’s buses, all using the Mystery Customer technique. In order to evaluate the quality of the service, different elements were noted: signalling, vehicle cleaning and maintenance, the vehicle’s air conditioning and ventilation system, and the operation of the dynamic information equipment. In addition, it was important to assess the driver’s attention to any questions that might be asked by passengers. Likewise, the attention received through the customer service telephone line was evaluated, after making 12 telephone calls.

The investigations were carried out during the first quarter of the year, in a full week and during the entire period of service.

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