Research through Mystery Client technique to gather information about personnel of Parla Tram (drivers, inspectors, customer service and PCC operators)

Year: 2013-2014-2015-2016-2017-2018-2019-2020-2021 (*experience previous to 2015 corresponds to fieldwork jobs developed as TEMA GRUPO CONSULTOR fieldwork department)

Mode: Tram

Client: Tranvía de Parla


This is a field research in Parla Tram with the purpose of analyzing the behavior of the personnel of operation.

Job description:

The work developed by ABACO consists of conducting a series of researches using the “Mystery client” technique, to analyze the behavior of the Parla Tram’s operating personnel: drivers, inspectors, customer service and PCC operators.

With this research the aim is to gather through observation, either with or without interaction, how the different agents act in different situations, for which a series of scenarios are defined and the answers and the attitude of the agent are evaluated.

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