Mystery Coaching® integrates the observational power of Mystery Audit with the transformative dimension of coaching, offering organisations a structured method to read the real experience lived by customers, users or stakeholders and translate it into learning, awareness and development of organisational behaviours.

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What is Mystery Coaching®?

The proprietary brand of MyNoiLab dedicated to measuring service quality for organisational development. The model is based on a methodological framework consistent with the UNI 11312 standard, which MyNoiLab contributed to drafting within the standardisation working groups and which regulates the undercover audit process and the requirements of the professional roles involved.

MyNoiLab has also contributed to spreading the culture of Mystery Audit by founding, in 2015 together with a team of professionals, the Associazione Mystery Auditing Italia.

Methodological approach

Mystery Coaching® is an interconnected set of complementary tools that train competencies, stimulate reflection, facilitate and guide towards results, leveraging technology and putting it at the service of the customer experience (and not the other way around).

Through Coaching, the model accompanies the company in moving towards change, continuously refocusing it on performance indicators, while at the same time maintaining the focus on people’s wellbeing.

All of your questions about Mystery Coaching®

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In 2010 I developed Mystery Coaching®, a European registered brand, a consulting model for organisational development founded on building a culture of performance measurement and on monitoring the quality of service delivered.

I am convinced that, when this model is used in an integrated way with other measurement tools (traditional audit, market research, big data analysis, climate surveys, customer satisfaction), it enhances its effectiveness.

The model is focused on the growth of organisations while maintaining a focus on people.

Since 2010, Mystery Coaching® has evolved in the direction of viewing digital transformation as a tool available to organisations, guiding company innovation according to human logics that can be applied in day-to-day operations.

An approach that moves towards guiding organisations to facilitate the customer experience, build solutions for the consumer while maintaining the relationship, with a focus on people’s wellbeing and a balance with performance and business results.

Susanna Gonnella