Mystery Calls: The Truth Behind Phone Service

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When was the last time you truly listened to how your brand sounds over the phone? In a world where digital touchpoints multiply by the day, one thing remains constant: your customer service team’s voice can make — or break — the customer experience. That’s where BARE International’s Mystery Phone Calls come in.  

What Are Mystery Calls?

Mystery Calls are a powerful CX evaluation tool that lets you hear your brand exactly as customers do.  

Our expert evaluators make real calls to your locations, posing as potential or existing customers. Using cutting-edge technology, interactions may or may not be recorded depending on the project. In both cases, we assess every step of the call to uncover what happens when no one is watching. 

What We Evaluate — And Why It Matters 

Timeliness
How long does it take to answer? Are customers placed on hold for too long? Fast and responsive service sets the tone for the entire interaction. 

Behavior & Soft Skills
Politeness, enthusiasm, and professionalism aren’t just nice-to-haves — they’re brand essentials. We evaluate the human touch that makes your service memorable. 

Technical Proficiency
Is your staff confident when providing information about products, prices, or availability? We examine the depth of knowledge shared with your customers. 

Speech Conformity
Are brand standards being followed? From approved phrases to tone of voice, we ensure consistency in communication across all locations. 

Beyond Recording: Smart Call Grading

Every call is assessed using custom criteria tailored to your business. Our analysts break down results by department, call reason, region, and more — giving you real-world insights that drive strategic decisions. 

Whether you're in hospitality, retail, healthcare, automotive, or any service-driven industry, Mystery Calls help you discover your blind spots and train your team to deliver excellence, every time. 

The Voice of Your Brand Matters

With BARE International’s  Mystery Phone Calls, you gain more than a recording — you gain clarity. Because great service isn’t just seen, it’s heard. 

Do You Really Know Your Customer’s Journey?

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Mapping the customer journey is essential for understanding their experience across every interaction — from first contact to post-sale. This analysis helps visualize each stage clearly, identify friction points, and align processes and strategies with real consumer expectations.  

It’s a path composed of multiple channels and touchpoints — and deeply understanding it is what sets apart companies that merely serve from those that truly connect. 

Why Map the Customer Journey?

Mapping allows you to: 

  • Identify gaps and issues that affect satisfaction 
  • Better understand consumer behavior and expectations 
  • Optimize touchpoints (online and offline) 
  • Create personalized communication strategies 
  • Align operations with the desired customer experience 

By mapping every stage — from brand discovery to the decision and after-sales — you eliminate friction, boost conversions, and increase retention. 

BARE International’s Role in the Customer Journey 

With 38 years of global experience in market research, mystery shopping, and audits, BARE International helps companies map the customer journey in a real, practical, and data-driven way. 

We help businesses see the full journey from the user’s perspective. These strategic insights lead to more confident decision-making, optimizing each step and strengthening long-term relationships. 

Do you really know your customer’s journey?

Those who understand the path improve the experience, increase loyalty, and grow sustainably. 

Count on BARE International to identify opportunities and deliver memorable experiences.

Request a free quote. 

How International Standards Build Trust Inside BARE’s ISO Certification

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Behind every great delivery lies a standard. As expectations for operational excellence rise across industries, organizations are challenged to deliver not just results — but results that are consistent, secure, and built on quality from the inside out. 

Whether you’re dealing with customer experience, logistics, research, or technology — following international standards helps ensure that your business is structured to protect, perform, and grow. 

🛡 Why Standards Matter

Standards create a common language. They define what quality means across regions, departments, and industries. When organizations align their operations to internationally recognized standards, they promote transparency, reduce risk, and build long-term trust. 

One of the most critical areas where standards make a difference today is in information security — where trust, compliance, and customer protection must go hand in hand. 

🔐 ISO 27001: More Than a Certificate

ISO/IEC 27001 is the leading international standard for Information Security Management Systems (ISMS). It outlines a framework for managing sensitive information, protecting it from threats, and ensuring its integrity and availability. 

From technical systems to human processes, the ISO 27001 framework requires robust governance, risk management, business continuity, and continual improvement. It’s a benchmark for companies that take data security seriously.   

🌐 BARE International and ISO 27001

At BARE International, excellence in customer experience research is matched by a strong internal foundation. In 2023, we achieved the ISO/IEC 27001:2013 certification, reinforcing our commitment to global security standards and responsible data handling. 

This certification followed an extensive independent audit of our systems, policies, and procedures. It reflects a company-wide approach to protecting client and consumer data, from physical infrastructure to digital systems and day-to-day operations.
 

"ISO 27001 is not only about meeting a set of standards but also about building trust with our clients and partners. It demonstrates our commitment to information security and assures them that their data is in safe hands" said Péter Bodnár, CTO of BARE International.

🔍 What It Means for Our Clients

Partnering with a certified company means more than regulatory compliance — it means: 

  • Peace of mind when handling sensitive or confidential data 
  • Structured processes for business continuity and risk management 
  • Globally consistent service quality 
  • Commitment to ongoing improvement and accountability 

As our CEO, Michael Bare, shared: 

 "This certification further enhances our reputation as a leading customer experience market research company. It’s a testament to our teams’ hard work and dedication." 

🚀 The Standard Behind the Service
 

Certifications like ISO 27001 reflect who we are: a global company that values transparency, consistency, and quality in every delivery. They support our purpose — to deliver insights that drive action, powered by security and trust. 

At BARE, we don’t just meet expectations.
We standardize excellence. 

How Employee Experience Impacts Customer Service

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Have you ever considered that your employees’ experience might directly reflect what your customers go through? If your company is aiming to deliver exceptional customer service, it must start by looking inward: What’s the work environment like? How engaged and motivated is your team? 

Many companies invest in external satisfaction surveys but overlook a critical success factor in any Customer Experience (CX) strategy: the Employee Experience (EX). 

Motivated, heard, and recognized employees tend to be more productive, more engaged, and above all, better equipped to deliver exceptional service.  

The Direct Impact on CX

Employees who feel valued and understood not only become brand ambassadors — they also pass that positive energy on to the customer. 

Service becomes more empathetic, solutions are found more efficiently, and a collaborative atmosphere is reflected across every customer touchpoint. 

On the flip side, a disengaged, overwhelmed employee who sees no purpose in their work can negatively affect the customer experience — even unintentionally. The connection is clear: taking care of your customers starts with taking care of your team.

Internal Surveys as a Strategic Tool 

One of the most effective ways to understand your organizational climate and anticipate potential issues is through regular internal surveys. These go far beyond simple satisfaction scores — they provide strategic insights to identify pain points, improvement opportunities, and to strengthen your company culture. 

With the data collected, actionable plans can be developed, such as employee recognition programs, internal communication adjustments, process improvements, and professional development initiatives. 

The Benefits of Investing in Employee Experience

  • Lower turnover: Satisfied employees are more likely to stay. 
  • Higher productivity: A healthy environment boosts performance. 
  • Better service delivery: Engaged teams create more positive customer experiences. 
  • Stronger employer brand: Companies that care for their people attract top talent. 

BARE International’s Solution 

At BARE International, we offer Employee Experience Surveys as a strategic solution for companies that want to truly understand their teams. 

Flexible, cost-effective, and tailored to your business reality, our surveys can be conducted via phone, SMS, mobile device or computer — through QR codes or links. The results are instant and actionable. 

With segmentation options by unit, department or area of expertise, our surveys explore topics such as training, procedures, organizational climate, and market knowledge. A well-structured internal outlook is the first step to strengthening customer experience. 

Connecting Internal Engagement with External Satisfaction

With 38 years of expertise, BARE International is a global leader in experience research. Present in more than 165 countries, we help companies bridge two critical pillars: employee and customer experience. After all, engaged teams create stronger, longer-lasting journeys for their customers. 

Request a personalized quote  for your internal survey project with BARE and build a stronger foundation for your customer experience. 

At BARE International, we pride ourselves on helping businesses decode these customer behaviors. Whether it’s uncovering hidden trends or designing feedback loops for continuous improvement, our research empowers brands to stay ahead of the curve. 

Want to learn more about what drives customer loyalty in the airport lounge and financial industries? Reach out to us today to explore how our tailored research can take your CX strategy to new heights. 

Tell us about your business and what keeps you up at night. We can help.