Susanna Gonnella appointed Councillor of the Milan – Monza Brianza – Lodi Chamber of Commerce
September 30, 2022
Marzia Monacelli, appointed as the new Standard Reporter and Coordinator of GL37 at UNI.
May 17, 2023
We are delighted to share the experience of the Mystery Coaching® project carried out in collaboration with Acquedotto Pugliese SpA, which challenged itself to add the tool of undercover auditing to customer satisfaction.
AQP (Acquedotto Pugliese SpA) welcomed our approach with great innovation and let itself be guided to ‘enable the change’, passing from the awareness of how the organization works in the relationship with the customer.
An approach without control or evaluation of people but focused on measuring the effectiveness of processes, practices, behaviors for a customer experience increasingly focused on customer needs.
Acquedotto Pugliese is one of the first water utilities to get involved through the Mystery Audit pilot project: a methodology used to measure the quality of services provided in real time, with the aim of highlighting strengths and identifying areas for improvement in external relations with its customers.
The experience involved several professionals who played, under-covered, the role of real customers by making inquiries, going to the front offices in person, or calling the toll-free commercial and emergency response number.
A test that exceeded expectations revealing great professionalism, the value of the services provided, and insights for future action plans.
