Il tuo browser è obsoleto, clicca qui per scaricare la versione piú recente
Your browser is out of date, click here to download the latest version
Certyceq logo
ISO 9001:2015 - Quality Management SystemISO 14001:2015 - Environmental Management System
ISO 9001:2015
Quality Management System
ISO 14001:2015
Environmental Management System

Mystery Audit

Set of activities that enable the organization to monitor its performance in an anonymous and confidential.

Mystery audit is an audit that, thanks to specially trained staff , offers the opportunity for an organization to assess and monitor the quality of services provided from the point of view of the customer , using the technique UNI / TS 11312 .


- Check the performance levels of a service and malfunctions;

- Better understand the customer's expectations ;

- Assess the competence of the staff and the effectiveness of the training provided ;

- Compare their efficiency in terms of productivity, quality and business practices with competitors ;

- Collect data and information to new market research.



While in the past the business of mystery audit was bound to restricted areas , now thanks to the expansion of economic activities in the audit incognito turns out to be the winning key for all those companies who want to make their way in an increasingly competitive and selective .

This technique is in fact interested companies and organizations operating in different sectors :

- tourism , gastronomy and hospitality

- Transport

- Healthcare

- Banking / insurance

- PA

- Training (public and private )

- Shops and department stores

- Telco

- Estate Agents

- Organizations linked to the traveler and the car

- Organizations that offer security services

- Organizations that offer online services


The audit incognito is a complex activity based on ethical and professional principles . " Certy Ceq " makes available to its customers , professionally qualified auditor in accordance with the UNI / TS 11312 " Quality in Service - Guidelines for the audit in disguise " , a document that provides guidance for the design, planning, managing and conducting audits carried out in a manner " incognito " at organizations whose services (and any associated products) are paid ( and provided), directly or outsourced , to end customers (users, consumers, citizens , tourists , patients, etc. . ) .

Questo sito utilizza cookie, anche di terze parti, per migliorare la tua esperienza e offrire servizi in linea con le tue preferenze. Chiudendo questo banner, scorrendo questa pagina o cliccando qualunque suo elemento acconsenti all'uso dei cookie. Se vuoi saperne di più o negare il consenso a tutti o ad alcuni cookie vai alla sezione Cookie Policy. Chiudi