Mystery Mailing is a rapidly growing area of service measurement, which is not surprising given the increasing number of online touch points with service providers. Whether it's an enquiry with the household insurance company, an identity check to open a bank account or a product consultation when buying a car - all of this can now take place online just as easily as via telephone or in person.

Companies therefore have a great interest in quality measurement in this area. In addition to content performance aspects, online contact also includes other indicators such as response rate or response speed. We are continuously expanding our expertise in this area in order to keep up with the latest methods and to achieve the greatest possible gain of knowledge for our clients.