We have years of experience providing independent monitoring

Mystery customer audits provide the quantitative data against which performance can be benchmarked, tracked and managed.” “Mystery Travellers have worked with us for 7 years. They do a consistent, reliable job, and see our business independently through a ‘customer’s eye’. We use the data thoroughly to praise good performance and counsel improvement wherever this should prove necessary.”

Melvyn Hopwood, Head of Communications, Trentbarton

“At uni-link we work on the basis that we don’t get a second chance – a passenger waiting for a bus that is unacceptably late or doesn’t turn up will not do that again; likewise if the reception they get on the bus is that of a hostile driver. Feedback from Mystery Travellers is a sure, independent and objective way of ensuring that all the team is reminded of their professional standards.”

John Waugh, Transport Services manager, University of Southampton

“Mystery Travellers provide an unbiased "customer eye" view of our services which is invaluable in monitoring our all round performance standards and identifying specific areas for improvement. We have used their services for serveral years now and have been impressed by the quality and reliability of the data."

Nigel Featham, Managing Director, Warrington Borough Transport

“I have been very pleased with the service Mystery Travellers has provided for us, and have recently extended this service to all our services in Hampshire & Dorset. It helps to ensure a high level of service is being offered to our customers, and is an excellent tool within our ISO 9001 quality accreditation.”

Marc Reddy, Commercial Director, First Hampshire and Dorset

What is Mystery Travellers?

Part of Bestchart Limited, Mystery Travellers is a nationwide, plain-clothed quality monitoring system for the bus, coach and rail industries. We are the ‘mystery shoppers’ of the passenger transport world.

Our service is unbiased and independent. We do not operate buses or coaches, and we are not allied to any operator, therefore you can be sure that you are receiving an impartial service every time.

“We use Mystery Travellers because the work they do enables us to compare arrivals/departures/vehicle cleanliness etc with our own audit checks. Their work has proved invaluable with Traffic Commissioners expectations regarding the window of tolerance.
Barrie Burch, Commercial Director, Nottingham City Transport (NCT)

Why choose Mystery Travellers?

• We are unbiased, and all work is undertaken in confidence
• Our staff are chosen for their integrity
• We have no preconceived ideas about your staff, vehicles or operation
• We look at your operation from a customer’s perspective
• Our service is tailored to meet your needs. We provide short or long-term contracts, depending on your requirements
• Our services enables you to monitor and reinforce your own standards
• Report Summaries and Progress Graphs can be provided to help you assess your performance over time
• We work to an agreed budget with no hidden charges

What’s in it for you?

• Help you to identify areas for staff training
• Your time is freed for other important tasks
• Provide built-in revenue protection by observing your drivers
• Quality and reliability issues are now becoming more important. Forward-thinking customers recognise the value of our service and realise its relevance in today’s operating environment.

What you receive from us…

Journey Reports

For each journey our Mystery Traveller undertakes, a journey Report form is completed, of which you receive a copy.

This includes a comparison of scheduled and actual timings, an assessment of the driver’s appearance, customer care, and driving standards, the condition of the vehicle interior and exterior, and any other relevant observations.

Report Summary and Progress Graphs

From individual Journey Reports, we can produce an analysis. This highlights the information gleaned in the Journey Reports in an at-a-glance format, and enables you to have an overview of potential problems.

Statistics are used to form a database, so that after each period of monitoring, performance can be compared with previous periods, using coloured progress graphs.

Contact us for a no obligation discussion of your requirements. We’ll be happy to come and talk to you.

Who uses Mystery Travellers?

Our customers include:

Thamesdown Transport
Solent Blue Line
Universitybus
Eastbourne Buses
Merseytravel
University of Southampton
Blackpool Transport
Warrington Borough Transport
Glenvale Transport