{"id":7692,"date":"2026-09-16T14:06:01","date_gmt":"2026-09-16T13:06:01","guid":{"rendered":"https:\/\/www.ftmafo.de\/mystery-research\/"},"modified":"2026-09-18T14:39:26","modified_gmt":"2026-09-18T13:39:26","slug":"mystery-research","status":"publish","type":"page","link":"https:\/\/www.ftmafo.de\/en\/mystery-research\/","title":{"rendered":"Mystery Research"},"content":{"rendered":"
[vc_row fullwidth=”true” el_class=”home-cover cover-landing” css=”.vc_custom_1737011785401{margin-top: 0px !important;margin-right: 0px !important;margin-bottom: 0px !important;margin-left: 0px !important;padding-top: 90px !important;padding-right: 0px !important;padding-bottom: 90px !important;padding-left: 0px !important;background-image: url(https:\/\/www.ftmafo.de\/wp-content\/uploads\/2025\/06\/mystery-research-marktforschung.webp?id=6427) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}”][vc_column el_class=”pos-relative”][vc_row_inner el_class=”cover-landing–adjust text-center”][vc_column_inner css=”.vc_custom_1730809632716{margin-bottom: 50px !important;}”]

MYSTERY RESEARCH<\/h1>[\/vc_column_inner][vc_column_inner][ttlab_button ttlab_button_align=”ttlab-text-align–center” ttlab_button_url=”url:https%3A%2F%2Fwww.ftmafo.de%2Fen%2Fcontact%2F|title:SEND%20INQUIRY” ttlab_button_classes=”btn-cover-green more-padding btn-center-in-mobile”][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css=”.vc_custom_1650398649235{margin-top: 45px !important;}”][vc_column][vc_empty_space]

FIELD SERVICE MYSTERY RESEARCH<\/h2>[vc_empty_space height=”20px”][vc_column_text css=”.vc_custom_1749486939836{margin-top: 20px !important;margin-bottom: 0px !important;}”]\n

Optimize your customer interactions with mystery shopping, mystery guesting and mystery calling.<\/p>\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row css=”.vc_custom_1650398649235{margin-top: 45px !important;}”][vc_column width=”1\/2″][vc_empty_space]

For agencies, market researchers and institutes<\/h2>[vc_empty_space height=”20px”][vc_column_text css=”.vc_custom_1749486410343{margin-top: 20px !important;margin-bottom: 0px !important;}”]Do you need high-quality data for your market research studies? Foerster Thelen is your reliable partner for mystery research. We provide tailored solutions for collecting customer experience data. Our experienced teams carry out mystery shopping, mystery calling and mystery guesting projects nationwide and deliver meaningful results.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_empty_space][vc_single_image image=”6203″ img_size=”500×500″ style=”vc_box_rounded” css=”.vc_custom_1749721075400{border-radius: 10px !important;}” el_class=”align-center-mb”][\/vc_column][\/vc_row][vc_row column_padding=”5″ css=”.vc_custom_1644351963420{margin-top: 60px !important;margin-bottom: 60px !important;}” el_class=”swap-on-mobile extra-space”][vc_column width=”1\/2″][vc_single_image image=”6457″ img_size=”500×500″ style=”vc_box_rounded” css=”.vc_custom_1749721021453{border-radius: 10px !important;}” el_class=”align-center-mb”][\/vc_column][vc_column width=”1\/2″]

Foerster & Thelen \u2013 Germany\u2019s No. 1 for field research<\/h2>[vc_empty_space][ttlab_lists_container ttlab_list_style=”ttlab-list-style–checkicon”][ttlab_lists_item ttlab_lists_item_title=”Germany\u2019s leading field service provider”][ttlab_lists_item ttlab_lists_item_title=”Expertise in Mystery Research seit 1977″][ttlab_lists_item ttlab_lists_item_title=”mehrere 1.000 Mystery-Checks pro Jahr”][ttlab_lists_item ttlab_lists_item_title=”More than 1,500 trained testers and callers nationwide”][\/ttlab_lists_container][\/vc_column][\/vc_row][vc_row css=”.vc_custom_1730815249400{margin-top: 45px !important;margin-bottom: 45px !important;}”][vc_column]

CERTIFICATIONS AND MEMBERSHIPS:<\/h2>[vc_empty_space height=”35px”]
[vc_row][vc_column css=”.vc_custom_1789107347605{padding-left: 82px !important;}”]

CERTIFICATIONS AND MEMBERSHIPS:<\/h2>[vc_column_text css=”.vc_custom_1789107618366{margin-bottom: 0px !important;}”]\n
\n
<\/div>\n
\"BVM\"<\/div>\n
\"\"<\/div>\n
\"\"<\/div>\n
\"iso_20252\"<\/div>\n
\"Grupo<\/div>\n<\/div>\n[\/vc_column_text][\/vc_column][vc_column][\/vc_column][vc_column][\/vc_column][\/vc_row]\n<\/div>[\/vc_column][\/vc_row][vc_row css=”.vc_custom_1650398649235{margin-top: 45px !important;}”][vc_column width=”1\/3″][vc_empty_space][vc_single_image image=”6824″ img_size=”500×500″ style=”vc_box_rounded” css=”.vc_custom_1749679747887{border-radius: 10px !important;}” el_class=”align-center-mb”]

Mystery Shopping<\/p>[ttlab_button ttlab_button_style=”ttlab-button–style2″ ttlab_button_url=”url:https%3A%2F%2Fwww.ftmafo.de%2Fen%2Fmystery-shopping%2F|title:More%20information|target:_blank”][vc_column_text css=”.vc_custom_1749489234385{margin-top: 20px !important;margin-bottom: 0px !important;}”]On behalf of our clients, we conduct test purchases to collect objective data on the quality of sales and consultation processes.[\/vc_column_text][vc_empty_space height=”20px”][\/vc_column][vc_column width=”1\/3″][vc_empty_space][vc_single_image image=”6827″ img_size=”500×500″ style=”vc_box_rounded” css=”.vc_custom_1749679783202{border-radius: 10px !important;}” el_class=”align-center-mb”]

Mystery Calling<\/p>[ttlab_button ttlab_button_style=”ttlab-button–style2″ ttlab_button_url=”url:https%3A%2F%2Fwww.ftmafo.de%2Fen%2Fmystery-calls%2F|title:More%20information|target:_blank”][vc_column_text css=”.vc_custom_1749489257481{margin-top: 20px !important;margin-bottom: 0px !important;}”]We simulate customer calls to assess and document the quality of telephone customer service.[\/vc_column_text][vc_empty_space height=”20px”][\/vc_column][vc_column width=”1\/3″][vc_empty_space][vc_single_image image=”6830″ img_size=”500×500″ style=”vc_box_rounded” css=”.vc_custom_1749679820870{border-radius: 10px !important;}” el_class=”align-center-mb”]

Mystery guesting<\/p>[ttlab_button ttlab_button_style=”ttlab-button–style2″ ttlab_button_url=”url:https%3A%2F%2Fftmafo.de%2Fleistungen%2Fmystery-guesting%2F|title:More%20information|target:_blank”][vc_column_text css=”.vc_custom_1749489278825{margin-top: 20px !important;margin-bottom: 0px !important;}”]Through test visits to hotels, restaurants and other venues, we collect data on guest satisfaction.[\/vc_column_text][vc_empty_space height=”20px”][\/vc_column][\/vc_row][vc_row css=”.vc_custom_1737029913500{margin-top: 40px !important;margin-bottom: 40px !important;}”][vc_column][vc_row_inner css=”.vc_custom_1737479556105{background-color: #AABE3F !important;border-radius: 20px !important;}” el_class=”container-especial-3″][vc_column_inner css=”.vc_custom_1737029281569{padding-top: 40px !important;padding-right: 40px !important;padding-bottom: 40px !important;padding-left: 40px !important;border-radius: 20px !important;border-color: #AABE3F !important;}”][vc_single_image image=”6489″ img_size=”full” alignment=”center” css=””][vc_column_text el_class=”text-white” css=”.vc_custom_1749722715154{margin-bottom: 0px !important;}”]\n

Each project is tailored to your needs\u2014so you receive customized results that help you achieve your goals.<\/p>\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css=”.vc_custom_1730815055432{margin-top: 45px !important;}”][vc_column width=”1\/2″]

Mystery research \u2013 field services as the basis for precise data analysis<\/h2>[vc_empty_space height=”20px”]

For agencies, market researchers and institutes<\/p>[vc_empty_space height=”20px”][vc_column_text css=”.vc_custom_1749488393993{margin-bottom: 0px !important;}”]Foerster & Thelen<\/strong> is your experienced partner for data collection in the field of mystery research. We provide comprehensive field services that deliver clear, reliable customer experience data.<\/p>\n

As a specialized service provider, we support you with:[\/vc_column_text][ttlab_lists_container][ttlab_lists_item ttlab_lists_item_title=”Collecting relevant data from customer interactions”][ttlab_lists_item ttlab_lists_item_title=”Identifying weaknesses and optimisation potential”][ttlab_lists_item ttlab_lists_item_title=”Capturing customer satisfaction to generate valuable insights for your analysis”][\/ttlab_lists_container][\/vc_column][vc_column width=”1\/2″][vc_single_image image=”6519″ img_size=”500×500″ alignment=”center” css=””][\/vc_column][vc_column width=”12\/12″][vc_empty_space height=”30px”]

Why mystery research with us?<\/p>[vc_empty_space height=”30px”][ttlab_lists_container][ttlab_lists_item ttlab_lists_item_title=”Experience:<\/strong> We have been a leader in data collection since 1977 and have built deep expertise over decades.”][ttlab_lists_item ttlab_lists_item_title=”Scalability:<\/strong> Whether small tests or large-scale projects \u2013 we stay flexible and can meet your individual requirements.”][ttlab_lists_item ttlab_lists_item_title=”Reliability:<\/strong> With several thousand mystery checks a year and a network of more than 1,500 interviewers and test customers, we deliver the precision and scale you need.”][\/ttlab_lists_container][\/vc_column][\/vc_row][vc_row fullwidth=”true” css=”.vc_custom_1730815488013{margin-top: 45px !important;margin-bottom: 45px !important;}”][vc_column]

[vc_row fullwidth=”true” fullwidth_content=”false” css=”.vc_custom_1730490067104{background-color: #81D742 !important;}” el_class=”bg-gradient kontak_cta”][vc_column el_class=”text-center kontak_cta–label”]
COMMISSION DATA COLLECTION<\/div>
CONTACT US<\/div>[\/vc_column][vc_column width=”1\/3″][ttlab_button ttlab_button_align=”ttlab-text-align–right” ttlab_button_url=”url:tel%3A%2B49(0)23450740|title:%2B49%20(0)%20234-50-740″ ttlab_button_classes=”btn_icon btn_icon–phone btn-center-in-mobile”][\/vc_column][vc_column width=”1\/3″][ttlab_button ttlab_button_align=”ttlab-text-align–center” ttlab_button_url=”url:mailto%3Ainfo%40ftmafo.de|title:info%40ftmafo.de” ttlab_button_classes=”btn_icon btn_icon–mail btn-center-in-mobile”][\/vc_column][vc_column width=”1\/3″][ttlab_button ttlab_button_url=”url:https%3A%2F%2Fwww.ftmafo.de%2Fen%2Fcontact%2F|title:Contact%20form” ttlab_button_classes=”btn_icon btn_icon–formula btn-center-in-mobile open-contact” ttlab_heading_tag=””][\/vc_column][\/vc_row]\n<\/div>[\/vc_column][\/vc_row][vc_row column_padding=”5″ css=”.vc_custom_1644351963420{margin-top: 60px !important;margin-bottom: 60px !important;}” el_class=”swap-on-mobile extra-space”][vc_column width=”1\/2″][vc_single_image image=”6528″ img_size=”500×500″ style=”vc_box_rounded” css=”.vc_custom_1738787964008{border-radius: 10px !important;}” el_class=”align-center-mb”][\/vc_column][vc_column width=”1\/2″]

Broad industry expertise:<\/h2>[vc_empty_space][vc_column_text css=”.vc_custom_1749488903411{margin-bottom: 0px !important;}”]Our mystery projects have already helped optimize customer service in numerous industries, including:[\/vc_column_text][ttlab_lists_container ttlab_list_style=”ttlab-list-style–checkicon”][ttlab_lists_item ttlab_lists_item_title=”Marktforschung”][ttlab_lists_item ttlab_lists_item_title=”Public institutions”][ttlab_lists_item ttlab_lists_item_title=”Banks and insurance”][ttlab_lists_item ttlab_lists_item_title=”Tourism and travel”][ttlab_lists_item ttlab_lists_item_title=”Advertising and communications agencies”][ttlab_lists_item ttlab_lists_item_title=”Einzelhandel”][ttlab_lists_item ttlab_lists_item_title=”Hotels, restaurants and hospitality”][ttlab_lists_item ttlab_lists_item_title=”Telekommunikation”][ttlab_lists_item ttlab_lists_item_title=”uvm.”][\/ttlab_lists_container][\/vc_column][\/vc_row][vc_row fullwidth=”true” css=”.vc_custom_1730820948913{padding-top: 55px !important;background-color: #ADBF3C !important;border-color: #ADBF3C !important;}” el_class=”bg-gradient”][vc_column][vc_row_inner is_fullwidth_content=”false” css=”.vc_custom_1730820111027{margin-top: 20px !important;margin-bottom: 20px !important;background-color: #EEEEEE00 !important;}”][vc_column_inner][vc_raw_html css=””]PGgyIGNsYXNzPSJ0dGxhYi1zdWJoZWFkaW5nIHR0bGFiLXN1YmhlYWRpbmctLXcgdHRsYWItc3ViaGVhZGluZy0taDIgdGV4dC1jZW50ZXIgdGV4dC13aGl0ZSI+PGRpdiBjbGFzcz0iY3RhLXRpdGxlLS1sb3dlciI+Q09OVEFDVCBVUyBOT1cgRk9SIFlPVVIgRlJFRSwgTk8tT0JMSUdBVElPTiBRVU9URSE8L2Rpdj48L2gyPg==[\/vc_raw_html][\/vc_column_inner][\/vc_row_inner][vc_row_inner css=”.vc_custom_1730820006233{margin-top: 80px !important;padding-top: 20px !important;padding-bottom: 20px !important;background-image: url(https:\/\/www.ftmafo.de\/wp-content\/uploads\/2024\/11\/05.mystery-shopping-background-ctas_foerster_thelen.webp?id=6237) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}” el_class=”center-cta3buttons”][vc_column_inner]
[vc_row css=”.vc_custom_1730804788436{background-color: #81D74200 !important;}” el_class=”kontak_cta”][vc_column width=”1\/3″][ttlab_button ttlab_button_align=”ttlab-text-align–right” ttlab_button_url=”url:tel%3A%2B49(0)23450740|title:%2B49%20(0)%20234-50-740″ ttlab_button_classes=”btn_icon btn_icon–phone btn-center-in-mobile”][\/vc_column][vc_column width=”1\/3″][ttlab_button ttlab_button_align=”ttlab-text-align–center” ttlab_button_url=”url:mailto%3Ainfo%40ftmafo.de|title:info%40ftmafo.de” ttlab_button_classes=”btn_icon btn_icon–mail btn-center-in-mobile”][\/vc_column][vc_column width=”1\/3″][ttlab_button ttlab_button_url=”url:https%3A%2F%2Fwww.ftmafo.de%2Fen%2Fcontact%2F|title:Contact%20form” ttlab_button_classes=”btn_icon btn_icon–formula btn-center-in-mobile open-contact” ttlab_heading_tag=””][\/vc_column][\/vc_row]\n<\/div>[\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css=”.vc_custom_1737029920328{margin-top: 40px !important;margin-bottom: 40px !important;}”][vc_column]

Mystery as the key to business success<\/h2>[vc_empty_space height=”20px”][vc_column_text css=”.vc_custom_1749721976485{margin-bottom: 0px !important;}”]By using mystery shopping, mystery calling and mystery guesting, companies can systematically build on their strengths and address weaknesses in their service or offering. Here are a few ways it directly contributes to business success:[\/vc_column_text][ttlab_lists_container][ttlab_lists_item ttlab_lists_item_title=”Improve service quality:<\/strong> Fieldwork with test persons helps evaluate customer-service quality objectively by testing employees in real situations. Weaknesses can then be fixed with targeted measures.”][ttlab_lists_item ttlab_lists_item_title=” Increase customer satisfaction: <\/strong> Measuring the actual customer experience shows where the shopping experience can be improved. That supports loyalty and positive recommendations.”][ttlab_lists_item ttlab_lists_item_title=” Increase sales: <\/strong> Mystery shopping uncovers weaknesses in the sales process, such as insufficient product knowledge or missed upselling opportunities, and provides insights that can be used to optimise sales strategies.”][ttlab_lists_item ttlab_lists_item_title=” Optimise business processes: <\/strong> The efficiency of internal processes, such as ordering or complaints, can also be evaluated and improved through mystery checks.”][ttlab_lists_item ttlab_lists_item_title=” Competitive analysis: <\/strong> Analysing competitors on service, price and offer gives companies valuable insights to position themselves more strongly in the market.”][ttlab_lists_item ttlab_lists_item_title=” Strengthen brand perception: <\/strong> Positive customer experiences captured through covert observation can help strengthen brand identity.”][ttlab_lists_item ttlab_lists_item_title=” Fast responsiveness: <\/strong> Service issues can be spotted and fixed early, before they have a negative impact on the company.”][\/ttlab_lists_container][vc_empty_space height=”20px”][vc_column_text css=”.vc_custom_1737029485722{margin-bottom: 0px !important;}”]Thanks to this cross-industry experience, we are able to offer tailored solutions for a wide range of requirements.[\/vc_column_text][\/vc_column][\/vc_row][vc_row css=”.vc_custom_1737028884968{margin-top: 40px !important;margin-bottom: 40px !important;}”][vc_column width=”5\/12″]

Methodology \u2013 how does the mystery research process work?<\/h2>[vc_empty_space height=”20px”]
The process at Foerster and Thelen follows several steps:<\/div>[\/vc_column][vc_column width=”7\/12″][ttlab_lists_container ttlab_lists_container_classes=”num-list strong-green list-separate”][ttlab_lists_item ttlab_lists_item_title=”Improved customer satisfaction:<\/strong> Depending on the study design \u2013 evaluating service quality, employee behaviour or adherence to company guidelines \u2013 we start by planning the required capacity.”][ttlab_lists_item ttlab_lists_item_title=”Increased sales:<\/strong> Based on the objectives, concrete research scenarios are carried out by the shopper, caller or guest. These scenarios are kept as realistic as possible to achieve authentic results.”][ttlab_lists_item ttlab_lists_item_title=”Greater efficiency:<\/strong> After deployment planning and training, staff carry out the tests in the intended format (shopping, calling, guesting).”][ttlab_lists_item ttlab_lists_item_title=”Positive brand image:<\/strong> After the test, the collected data is analysed and evaluated to identify weaknesses or improvement potential.”][ttlab_lists_item ttlab_lists_item_title=”Measurable success:<\/strong> The company receives a detailed report with the results and recommended actions to optimise processes.”][\/ttlab_lists_container][\/vc_column][\/vc_row][vc_row fullwidth=”true” css=”.vc_custom_1730815488013{margin-top: 45px !important;margin-bottom: 45px !important;}”][vc_column]
[vc_row fullwidth=”true” fullwidth_content=”false” css=”.vc_custom_1730490067104{background-color: #81D742 !important;}” el_class=”bg-gradient kontak_cta”][vc_column el_class=”text-center kontak_cta–label”]
COMMISSION DATA COLLECTION<\/div>
CONTACT US<\/div>[\/vc_column][vc_column width=”1\/3″][ttlab_button ttlab_button_align=”ttlab-text-align–right” ttlab_button_url=”url:tel%3A%2B49(0)23450740|title:%2B49%20(0)%20234-50-740″ ttlab_button_classes=”btn_icon btn_icon–phone btn-center-in-mobile”][\/vc_column][vc_column width=”1\/3″][ttlab_button ttlab_button_align=”ttlab-text-align–center” ttlab_button_url=”url:mailto%3Ainfo%40ftmafo.de|title:info%40ftmafo.de” ttlab_button_classes=”btn_icon btn_icon–mail btn-center-in-mobile”][\/vc_column][vc_column width=”1\/3″][ttlab_button ttlab_button_url=”url:https%3A%2F%2Fwww.ftmafo.de%2Fen%2Fcontact%2F|title:Contact%20form” ttlab_button_classes=”btn_icon btn_icon–formula btn-center-in-mobile open-contact” ttlab_heading_tag=””][\/vc_column][\/vc_row]\n<\/div>[\/vc_column][\/vc_row][vc_row css=”.vc_custom_1732224378605{margin-top: 60px !important;margin-bottom: 10px !important;}”][vc_column]

Foerster & Thelen Marktforschung GmbH: an overview<\/h2>[vc_empty_space height=”30px”][vc_column_text css=”.vc_custom_1749723603988{margin-bottom: 0px !important;}”]\n

An established market leader<\/strong><\/p>\n

Foerster & Thelen<\/strong> is a well-established name in the German market research landscape. Since its founding in 1977, it has grown into one of the largest independent providers of data collection services. With a broad range of methods and impressive capacity, the company is able to carry out even complex research projects efficiently and reliably.<\/p>\n

Foerster & Thelen\u2019s service portfolio includes a wide range of data collection methods, including:[\/vc_column_text][ttlab_lists_container][ttlab_lists_item ttlab_lists_item_title=”CATI: <\/strong> Computer Assisted Telephone Interviewing”][ttlab_lists_item ttlab_lists_item_title=”CAWI: <\/strong> Computer Assisted Web Interviewing”][ttlab_lists_item ttlab_lists_item_title=”CAPI: <\/strong> Computer Assisted Personal Interviewing”][ttlab_lists_item ttlab_lists_item_title=”POS-Befragungen: <\/strong> Point-of-Sale-Befragungen”][ttlab_lists_item ttlab_lists_item_title=”Mystery: <\/strong> Inkognito-Untersuchungen”][ttlab_lists_item ttlab_lists_item_title=”Home-use tests: <\/strong>Product tests in the home environment”][ttlab_lists_item ttlab_lists_item_title=” Fast responsiveness: <\/strong> Service issues can be spotted and fixed early, before they have a negative impact on the company.”][\/ttlab_lists_container][vc_empty_space height=”10px”][vc_column_text css=”.vc_custom_1749724121316{margin-bottom: 0px !important;}”]\n

Strengths and unique selling points<\/strong><\/p>\n[\/vc_column_text][ttlab_lists_container][ttlab_lists_item ttlab_lists_item_title=”Extensive experience: <\/strong>More than 45 years in the market”][ttlab_lists_item ttlab_lists_item_title=”Extensive experience: <\/strong>More than 45 years in the market”][ttlab_lists_item ttlab_lists_item_title=” Large capacity: <\/strong> Around 1.5 million interviews conducted each year”][ttlab_lists_item ttlab_lists_item_title=”Broad range of methods: <\/strong>Adapted to individual research questions”][ttlab_lists_item ttlab_lists_item_title=”High quality: <\/strong>Strict quality standards and continuous innovation”][ttlab_lists_item ttlab_lists_item_title=”Flexibility: <\/strong>Custom design of research projects”][ttlab_lists_item ttlab_lists_item_title=”Capacity for large projects: <\/strong>Experience with complex studies”][\/ttlab_lists_container][vc_column_text css=”.vc_custom_1749724455285{margin-bottom: 0px !important;}”]\n

Foerster & Thelen<\/strong> conducts studies with both businesses (B2B) and consumers (B2C). The company supports clients from a wide range of industries in answering their research questions.<\/p>\n

We are a reliable partner for companies that depend on precise, robust market research data.<\/strong> With its many years of experience, broad methodological expertise and high quality standards, the company has earned an excellent reputation in the industry.<\/p>\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row fullwidth=”true” css=”.vc_custom_1730820948913{padding-top: 55px !important;background-color: #ADBF3C !important;border-color: #ADBF3C !important;}” el_class=”bg-gradient”][vc_column][vc_row_inner is_fullwidth_content=”false” css=”.vc_custom_1730820111027{margin-top: 20px !important;margin-bottom: 20px !important;background-color: #EEEEEE00 !important;}”][vc_column_inner][vc_raw_html css=””]PGgyIGNsYXNzPSJ0dGxhYi1zdWJoZWFkaW5nIHR0bGFiLXN1YmhlYWRpbmctLXcgdHRsYWItc3ViaGVhZGluZy0taDIgdGV4dC1jZW50ZXIgdGV4dC13aGl0ZSI+IDxkaXYgY2xhc3M9ImN0YS10aXRsZS0tdXBwZXIiPiBXT1VMRCBZT1UgTElLRSBJTkRJVklEVUFMIENPTlNVTFRJTkcgRk9SIFlPVVIgUFJPSkVDVD88L2Rpdj48ZGl2IGNsYXNzPSJjdGEtdGl0bGUtLWxvd2VyIj5DT05UQUNUIFVTIE5PVyBGT1IgWU9VUiBGUkVFLCBOTy1PQkxJR0FUSU9OIFFVT1RFITwvZGl2PjwvaDI+[\/vc_raw_html][\/vc_column_inner][\/vc_row_inner][vc_row_inner css=”.vc_custom_1730820006233{margin-top: 80px !important;padding-top: 20px !important;padding-bottom: 20px !important;background-image: url(https:\/\/www.ftmafo.de\/wp-content\/uploads\/2024\/11\/05.mystery-shopping-background-ctas_foerster_thelen.webp?id=6237) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}” el_class=”center-cta3buttons”][vc_column_inner]

[vc_row css=”.vc_custom_1730804788436{background-color: #81D74200 !important;}” el_class=”kontak_cta”][vc_column width=”1\/3″][ttlab_button ttlab_button_align=”ttlab-text-align–right” ttlab_button_url=”url:tel%3A%2B49(0)23450740|title:%2B49%20(0)%20234-50-740″ ttlab_button_classes=”btn_icon btn_icon–phone btn-center-in-mobile”][\/vc_column][vc_column width=”1\/3″][ttlab_button ttlab_button_align=”ttlab-text-align–center” ttlab_button_url=”url:mailto%3Ainfo%40ftmafo.de|title:info%40ftmafo.de” ttlab_button_classes=”btn_icon btn_icon–mail btn-center-in-mobile”][\/vc_column][vc_column width=”1\/3″][ttlab_button ttlab_button_url=”url:https%3A%2F%2Fwww.ftmafo.de%2Fen%2Fcontact%2F|title:Contact%20form” ttlab_button_classes=”btn_icon btn_icon–formula btn-center-in-mobile open-contact” ttlab_heading_tag=””][\/vc_column][\/vc_row]\n<\/div>[\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css=”.vc_custom_1732224378605{margin-top: 60px !important;margin-bottom: 10px !important;}”][vc_column width=”1\/2″]

Your mystery project \u2013 planned and delivered perfectly<\/h2>[vc_empty_space height=”30px”][vc_column_text css=”.vc_custom_1749724605383{margin-bottom: 0px !important;}”]We handle the entire project end-to-end. Our experienced staff take care of recruitment and training, technical implementation and quality assurance.<\/strong> You receive regular updates and always have a dedicated point of contact.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_single_image image=”6247″ img_size=”500×500″ alignment=”center” style=”vc_box_rounded” css=”.vc_custom_1730798471822{border-radius: 10px !important;}”][\/vc_column][\/vc_row][vc_row fullwidth=”true”][vc_column][vc_row_inner is_fullwidth_content=”false”][vc_column_inner]
[vc_row el_class=”container-especial-2 contact-cta” css=”.vc_custom_1644503858855{margin-top: 60px !important;margin-bottom: 60px !important;}”][vc_column]

CONTACT US NOW!<\/h2>

Get in touch and benefit from our expertise in mystery shopping projects<\/p>[\/vc_column][vc_column width=”1\/2″][vc_single_image image=”6253″ alignment=”right” style=”vc_box_circle_2″ css=”.vc_custom_1730799483222{margin-top: 15px !important;}” el_class=”align-center-mobil”][\/vc_column][vc_column width=”1\/2″][vc_column_text el_class=”text-especial-1″ css=”.vc_custom_1730799359076{margin-bottom: 0px !important;}”]Marcus Mattern
\nHead of POS[\/vc_column_text][ttlab_button ttlab_button_style=”ttlab-button–style2″ ttlab_button_url=”url:tel%3A%2B49(0)234-50-250|title:%2B49%20(0)%20234%20-%2050%20-%20250″ ttlab_button_classes=”margin-especial-1″][ttlab_button ttlab_button_style=”ttlab-button–style2″ ttlab_button_url=”url:mailto%3Amattern.marcus%40ftmafo.de|title:mattern.marcus%40ftmafo.de” ttlab_button_classes=”margin-especial-1″][\/vc_column][\/vc_row]\n<\/div>[\/vc_column_inner][\/vc_row_inner][vc_empty_space height=”250px” el_class=”bg-green margin-top–250px”][\/vc_column][\/vc_row][vc_row css=”.vc_custom_1730825698579{margin-top: 60px !important;}”][vc_column]

FAQ \u2013 Frequently asked questions about mystery research<\/h2>[vc_empty_space height=”30px”]
For potential partners<\/div>[vc_tta_accordion title_tag=”p” section_title_tag=”h2″ style=”outline” color=”white” spacing=”35″ c_icon=”chevron” c_position=”right” active_section=”1″ no_fill=”true” el_class=”re-style-accordion” css=”.vc_custom_1730831172432{margin-top: 30px !important;}”][vc_tta_section title=”What is Mystery Research?” tab_id=”1730806172872-75d76bd4-297e”][vc_column_text css=”.vc_custom_1749725160287{margin-bottom: 0px !important;}”]It is a specialized market research method in which trained test participants\u2014such as mystery shoppers, mystery callers and others\u2014recreate authentic customer situations to evaluate the quality of products, services and processes from the customer\u2019s perspective. Employees are often observed without their knowledge in order to analyze their behavior and the quality of their interactions with customers.<\/p>\n

Quality assurance: It helps ensure compliance with internal standards and processes. Whether product presentation, sales consultation or customer support\u2014every interaction is examined closely.<\/p>\n

    \n
  • Market research:<\/strong> By benchmarking against competitors, companies gain valuable insights into their market position and can take targeted measures to improve competitiveness.<\/li>\n
  • Process optimization:<\/strong> Identified weaknesses can be addressed quickly to increase customer satisfaction and make processes more efficient.<\/li>\n
  • Employee development:<\/strong> The results provide valuable input for training measures and can help improve employee performance.<\/li>\n<\/ul>\n

    Field research using test participants is an essential tool for companies that want to strengthen their customer focus and achieve long-term success.[\/vc_column_text]

    MORE INFORMATION AND CONTACT:<\/h2>[vc_row_inner el_class=”bg-gradient” css=”.vc_custom_1737482913792{margin-top: 30px !important;}”][vc_column_inner]
    [vc_row css=”.vc_custom_1730804788436{background-color: #81D74200 !important;}” el_class=”kontak_cta”][vc_column width=”1\/3″][ttlab_button ttlab_button_align=”ttlab-text-align–right” ttlab_button_url=”url:tel%3A%2B49(0)23450740|title:%2B49%20(0)%20234-50-740″ ttlab_button_classes=”btn_icon btn_icon–phone btn-center-in-mobile”][\/vc_column][vc_column width=”1\/3″][ttlab_button ttlab_button_align=”ttlab-text-align–center” ttlab_button_url=”url:mailto%3Ainfo%40ftmafo.de|title:info%40ftmafo.de” ttlab_button_classes=”btn_icon btn_icon–mail btn-center-in-mobile”][\/vc_column][vc_column width=”1\/3″][ttlab_button ttlab_button_url=”url:https%3A%2F%2Fwww.ftmafo.de%2Fen%2Fcontact%2F|title:Contact%20form” ttlab_button_classes=”btn_icon btn_icon–formula btn-center-in-mobile open-contact” ttlab_heading_tag=””][\/vc_column][\/vc_row]\n<\/div>[\/vc_column_inner][\/vc_row_inner][\/vc_tta_section][vc_tta_section title=”Which mystery methods does Foerster and Thelen offer?” tab_id=”1737481710618-98f36a2d-c4fa”][vc_column_text css=”.vc_custom_1749725263762{margin-bottom: 0px !important;}”]We offer three main methods:<\/p>\n
      \n
    • Mystery shopping:<\/strong> The test buyer (mystery shopper) acts as a regular customer to evaluate service, product quality, consultation and the overall shopping experience. This can take place in retail stores, supermarkets or with service providers.<\/li>\n
    • Mystery calling:<\/strong> In this method, test participants (mystery callers) contact a company by phone or other communication channels to check customer service, consultation quality and response speed.<\/li>\n
    • Mystery guesting:<\/strong> For example, a test guest is sent as a normal visitor to a hotel, restaurant or other hospitality venue to evaluate the service offering, atmosphere, quality and compliance with standards.<\/li>\n<\/ul>\n[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”What benefits does mystery research offer companies?” tab_id=”1737481744500-0ee6fcac-c145″][vc_column_text css=”.vc_custom_1749725592432{margin-bottom: 0px !important;}”]It is a valuable market research method in which trained test participants\u2014such as mystery shoppers, mystery callers or mystery guests\u2014simulate real customer situations to evaluate the quality of products, services and processes from the customer\u2019s perspective. Observations are usually carried out without being noticed so that unbiased, authentic results can be obtained. This objective assessment, based on standardized execution and evaluation, provides precise insights into customer interactions and highlights potential for improvement.<\/p>\n

      The benefits of covert observation are wide-ranging: it helps identify weaknesses in processes and improve the quality of products and services. This enables companies to strengthen customer loyalty and stand out from the competition. At the same time, it provides valuable data for employee development, serving as a basis for training and qualification measures. In addition, it enables cost-effective problem detection that can prevent high follow-up costs.
      \nBy specifically optimizing customer experiences, it not only increases customer satisfaction but also strengthens brand perception and brand image.<\/p>\n

      Satisfied customers come back, recommend the company and thus make a significant contribution to business success. In addition, identifying weaknesses in business processes leads to greater efficiency and reduced operating costs.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”How are employees trained?” tab_id=”1737481876079-4c27de43-8c0a”][vc_column_text css=”.vc_custom_1749725745177{margin-bottom: 0px !important;}”]All employees receive intensive training so they can realistically recreate the test criteria and the requirements of the respective scenarios. In addition, clear instructions are provided so that observations can be documented clearly and in detail, enabling a well-founded analysis.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”How secure is the confidentiality of the data” tab_id=”1737481967935-5c8cb107-9847″][vc_column_text css=”.vc_custom_1749725801402{margin-bottom: 0px !important;}”]All information is treated as strictly confidential and protected in accordance with applicable data protection regulations. The anonymity of the test results is guaranteed.<\/span>
      \n<\/span>[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”Which industries benefit most from mystery research?” tab_id=”1737481997854-15e7bc24-8238″][vc_column_text css=”.vc_custom_1749726020788{margin-bottom: 0px !important;}”]Covert customer observation is a versatile method that can be highly beneficial in almost any industry. However, the following sectors benefit particularly, as they rely heavily on customer loyalty and satisfaction:<\/p>\n

        \n
      • Retail<\/strong>
        \nIn retail, it is crucial to continuously monitor the shopping experience in order to retain customers over the long term. Mystery checks help evaluate key aspects such as product availability, merchandise presentation and overall customer service. In addition, weaknesses in the sales process or customer consultation can be uncovered to enable targeted improvements to the sales strategy.<\/li>\n
      • Food service and hospitality<\/strong>
        \nThe guest experience in food service and hospitality is a key success factor. Mystery research enables a detailed assessment of service quality, cleanliness, staff friendliness and the overall atmosphere. The quality of food and beverages on offer can also be checked through mystery guesting. These insights are crucial to meeting guest expectations and securing a competitive advantage.<\/li>\n
      • Banks and insurance companies<\/strong>
        \nIn the financial sector, it is important to regularly review advisory competence and customer service. Mystery research can help assess the quality of consultation meetings, employee professionalism and how easy the products and services offered are to understand. This enables banks and insurers to continuously improve service quality and respond to customer needs.<\/li>\n
      • Telecommunications companies<\/strong>
        \nFor telecom providers, customer service for inquiries and complaints is critical. Mystery calling makes it possible to measure the quality of customer support by evaluating response time, friendliness and the customer service team\u2019s ability to solve problems. This helps identify weaknesses in the service process and increase customer satisfaction.<\/li>\n
      • Car dealerships<\/strong>
        \nIn the automotive industry, the sales conversation is a central component of success. Mystery research helps evaluate employees\u2019 advisory competence and sales behavior by testing, for example, product knowledge, persuasiveness and the offering of additional services. These insights are useful for optimizing sales processes and increasing revenue.<\/li>\n<\/ul>\n[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”Other industries that benefit from mystery research:” tab_id=”1737482030700-1f6674a1-8034″][vc_column_text css=”.vc_custom_1749726226066{margin-bottom: 0px !important;}”]\n
          \n
        • Energy providers:<\/strong> To review customer consultation and the handling of inquiries and contract sign-ups.<\/li>\n
        • Healthcare:<\/strong> To assess the quality of patient care, waiting times and service in medical facilities.<\/li>\n
        • Education sector:<\/strong> To review the quality of advisory and information services in schools, universities and continuing education institutions.<\/li>\n
        • Logistics and shipping:<\/strong> To measure service quality in the shipping process, delivery and customer communication.<\/li>\n
        • and more.<\/strong><\/li>\n<\/ul>\n[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”Can online services also be evaluated through mystery research?” tab_id=”1737482064148-eb6c187f-17aa”][vc_column_text css=”.vc_custom_1749726327290{margin-bottom: 0px !important;}”]Yes, online services and e-commerce companies can also be evaluated through mystery research. For example, mystery shoppers can check the website\u2019s usability, the quality of online customer service, or the speed of delivery and the condition of products after shipping.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”How often should mystery research be conducted?” tab_id=”1737482101805-a32395db-1506″][vc_column_text css=”.vc_custom_1749726355684{margin-bottom: 0px !important;}”]How often it is conducted depends on the company\u2019s goals. Some companies run customer feedback analyses regularly to enable continuous improvement, while others do so at certain intervals or after implementing new processes. It is recommended to conduct mystery research at least once a year\u2014more often for larger or fast-growing companies.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”How is data quality ensured?” tab_id=”1737482138043-af6ccd74-39e7″][vc_column_text css=”.vc_custom_1749727705444{margin-bottom: 0px !important;}”]Foerster and Thelen ensure data quality through:<\/p>\n
            \n
          • Qualified, trained test participants:<\/strong> Precise and objective execution through the use of trained staff.<\/li>\n
          • Standardized evaluation methods:<\/strong> Evaluation is based on clearly defined criteria and always coordinated with the client.<\/li>\n
          • Continuous review:<\/strong> The quality of the entire process is reviewed regularly to ensure results are reliable and meaningful.<\/li>\n<\/ul>\n[\/vc_column_text][vc_column_text css=”.vc_custom_1737482248299{margin-bottom: 0px !important;}”]Consent of those involved<\/strong><\/p>\n

            Companies whose employees are being tested must be informed in advance that test calls may take place as part of quality assurance measures. General consent from the company is required. However, individual employees do not need to be informed in advance about specific calls.[\/vc_column_text][vc_column_text css=”.vc_custom_1737482320765{margin-bottom: 0px !important;}”]\n

            Data protection<\/h4>\n

            The General Data Protection Regulation (GDPR) must be strictly complied with. This means, in particular, that recorded conversations may only be stored or evaluated with the explicit consent of the persons concerned.[\/vc_column_text][vc_column_text css=”.vc_custom_1737482383816{margin-bottom: 0px !important;}”]\n

            Employment law<\/h4>\n

            Test calls must not constitute unlawful employee surveillance. They must be aimed at quality assurance and must not be misused for individual performance monitoring.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”How can you commission Foerster and Thelen?” tab_id=”1749727718003-fa13185b-197b”][vc_column_text css=”.vc_custom_1749727803289{margin-bottom: 0px !important;}”]Would you like to commission mystery projects with Foerster and Thelen? Simply get in touch via our website or by phone. We will be happy to advise you and prepare a tailored quote to meet your needs.[\/vc_column_text][\/vc_tta_section][\/vc_tta_accordion][\/vc_column][\/vc_row][vc_row][vc_column][\/vc_column][\/vc_row]\n<\/div>","protected":false},"excerpt":{"rendered":"

            [vc_row fullwidth=”true” el_class=”home-cover cover-landing” css=”.vc_custom_1737011785401{margin-top: 0px !important;margin-right: 0px !important;margin-bottom: 0px !important;margin-left: 0px !important;padding-top: 90px !important;padding-right: 0px !important;padding-bottom: 90px !important;padding-left: 0px !important;background-image: url(https:\/\/www.ftmafo.de\/wp-content\/uploads\/2025\/06\/mystery-research-marktforschung.webp?id=6427) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}”][vc_column el_class=”pos-relative”][vc_row_inner el_class=”cover-landing–adjust text-center”][vc_column_inner css=”.vc_custom_1730809632716{margin-bottom: 50px !important;}”][\/vc_column_inner][vc_column_inner][ttlab_button ttlab_button_align=”ttlab-text-align–center” ttlab_button_url=”url:https%3A%2F%2Fwww.ftmafo.de%2Fen%2Fcontact%2F|title:SEND%20INQUIRY” ttlab_button_classes=”btn-cover-green more-padding btn-center-in-mobile”][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css=”.vc_custom_1650398649235{margin-top: 45px !important;}”][vc_column][vc_empty_space][vc_empty_space height=”20px”][vc_column_text css=”.vc_custom_1749486939836{margin-top: 20px !important;margin-bottom: 0px !important;}”] Optimize your customer interactions with mystery […]<\/p>\n","protected":false},"author":3,"featured_media":6818,"parent":0,"menu_order":0,"comment_status":"open","ping_status":"open","template":"","meta":{"inline_featured_image":false,"footnotes":""},"class_list":["post-7692","page","type-page","status-publish","has-post-thumbnail","hentry"],"_links":{"self":[{"href":"https:\/\/www.ftmafo.de\/en\/wp-json\/wp\/v2\/pages\/7692","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.ftmafo.de\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.ftmafo.de\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.ftmafo.de\/en\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/www.ftmafo.de\/en\/wp-json\/wp\/v2\/comments?post=7692"}],"version-history":[{"count":0,"href":"https:\/\/www.ftmafo.de\/en\/wp-json\/wp\/v2\/pages\/7692\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.ftmafo.de\/en\/wp-json\/wp\/v2\/media\/6818"}],"wp:attachment":[{"href":"https:\/\/www.ftmafo.de\/en\/wp-json\/wp\/v2\/media?parent=7692"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}