Service
Customer Surveys & Mystery Shopping in Cyprus
Turn customer voice into board-ready evidence.
We design, run and report on structured CSAT, NPS, mystery shopping and market research programmes — giving you defensible evidence of service quality and customer perception for boards, regulators and EU-funded programmes.
What is included
- Phone, web, SMS and email surveys
- CSAT, NPS, CES & post-interaction surveys
- Mystery shopping (in-store, phone, digital)
- Citizen feedback for public services
- Statistically weighted quantitative reporting
- Verbatim coding & thematic analysis
How we deliver
- 1
Research design
Objectives, sample frame, questionnaire and quality controls are defined.
- 2
Pilot & calibration
A small wave validates questionnaire flow and interviewer scoring.
- 3
Fieldwork
Bilingual interviewers run the programme under recorded QA controls.
- 4
Analysis & board-ready report
Findings are weighted, themed and packaged into a decision-grade report.
Expected outcomes
95%
confidence intervals on quantitative findings
EN+GR
fully bilingual fieldwork and reporting
4 wk
typical turnaround from kickoff to report
Frequently Asked Questions
Can you run mystery shopping for regulated industries?
Yes — banking, telecoms, utilities and public services. All scenarios and recordings are stored under ISO 27001 controls.
Do you provide raw data or only the report?
Both. You receive the full anonymised dataset alongside the executive report and recommendations.
How large a sample can you deliver?
From 200-respondent qualitative pulses to 10,000+ nationally representative samples, weighted by demographics and region for statistically defensible reporting.
Do you offer bilingual survey execution?
Yes. Every questionnaire, script and interviewer is fully bilingual EN/GR, with Russian added on request. All open-ended responses are translated for the final report.
How do you ensure interviewer quality?
Every interviewer is trained, tested and calibrated pre-fieldwork. A minimum 10% of interviews are QA-reviewed against a standardised scorecard.
Can you run continuous CSAT programmes?
Yes. Post-interaction CSAT can be delivered by SMS, email or IVR, with real-time dashboards, alerting on detractor responses and monthly executive summaries.
What is NPS and how do you measure it?
NPS (Net Promoter Score) is % promoters (9–10) minus % detractors (0–6) on the "how likely to recommend?" question. We collect it post-interaction, track trends and drill into detractor verbatims monthly.
How do mystery shopping visits work?
Trained shoppers execute rehearsed scenarios in-store, on-phone or online, then complete a standardised assessment within 24 hours. All visits are audit-tracked and photo-evidenced where allowed.
Do you handle public-sector citizen feedback?
Yes — we run citizen-experience research for ministries, municipalities and semi-government bodies under Cyprus public-procurement frameworks with ISO controls.
How long does a research project take?
A standard CSAT/NPS study runs 3–4 weeks kickoff-to-report. Mystery-shopping waves finish in 2–3 weeks. National-representative research typically takes 6–8 weeks.
Do you handle EU-funded research programmes?
Yes. We deliver evidence, methodology write-ups and audit trails compatible with EU horizontal programmes and Cyprus RIF-managed grants.
Can you conduct research in-store as well as by phone?
Yes — face-to-face, telephone, online, SMS, IVR, exit polls and hybrid multi-mode designs are all available and can be combined in a single study.
How do you protect respondent privacy?
Every study runs under GDPR: opt-in consent, anonymised datasets, encryption in transit and at rest, and controlled destruction of PII once the report is delivered.
How is survey pricing structured?
Fixed-fee per project including design, fieldwork, analysis and executive report. Continuous programmes (monthly/quarterly) are billed on retainer with volume-based rates.
How do I request a quote for research or mystery shopping?
Call +357 22 398296, email info@callcentercyprus.com or use the contact form. We respond within 2 business hours with a tailored proposal.
Discuss this service with our team
Tell us about your volumes, channels and timelines — we will respond with a scoped proposal within two business days.
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