{"id":2191,"date":"2023-04-14T16:12:30","date_gmt":"2023-04-14T14:12:30","guid":{"rendered":"https:\/\/mynoilab.com\/acquedotto-pugliese-adopts-the-mystery-coaching-model\/"},"modified":"2023-04-14T16:12:30","modified_gmt":"2023-04-14T14:12:30","slug":"acquedotto-pugliese-adopts-the-mystery-coaching-model","status":"publish","type":"post","link":"https:\/\/mynoilab.com\/en\/customer-experience-en\/acquedotto-pugliese-adopts-the-mystery-coaching-model\/","title":{"rendered":"Acquedotto Pugliese adopts the Mystery Coaching\u00ae model"},"content":{"rendered":"<p>We are delighted to share the experience of the <strong>Mystery Coaching\u00ae<\/strong> project carried out in collaboration with <strong><a class=\"_ps2id\" href=\"https:\/\/www.aqp.it\/\" data-ps2id-offset=\"\">Acquedotto Pugliese SpA<\/a><\/strong>, which challenged itself to add the tool of undercover auditing to customer satisfaction<\/strong>.<\/p>\n<p><strong>AQP<\/strong> (Acquedotto Pugliese SpA) welcomed our approach with great innovation and let itself be guided to <strong>\u2018enable the change\u2019<\/strong>, passing from the awareness of how the organization works in the relationship with the customer.<\/p>\n<p>An approach without control or evaluation of people but focused on measuring the effectiveness of processes, practices, behaviors for a <strong>customer experience<\/strong> increasingly focused on customer needs.<\/p>\n<p><strong>Acquedotto Pugliese<\/strong> is one of the first water utilities to get involved through the <strong>Mystery Audit<\/strong> 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.<\/p>\n<p>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.<\/p>\n<p>A test that <strong>exceeded expectations<\/strong> revealing great professionalism, the value of the services provided, and insights for future action plans.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>We are delighted to share the experience of the Mystery Coaching\u00ae project carried out in<span class=\"excerpt-hellip\"> [\u2026]<\/span><\/p>\n","protected":false},"author":10,"featured_media":2067,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[40,44],"tags":[47,49,46,48],"class_list":["post-2191","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience-en","category-news-en","tag-acquedotto-pugliese-en","tag-aqp-en","tag-mystery-coaching-en","tag-undercover-audit"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Acquedotto Pugliese adopts the Mystery Coaching\u00ae model - MyNoiLab<\/title>\n<meta name=\"description\" content=\"Learn about the experience of the MysteryCoaching\u00ae project conducted with Acquedotto Pugliese SpA. 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