Measuring and bringing data to life

Twenty years of experience in market research and mystery methodology, integrated with the approach and skills acquired in coaching, gave rise in 2008 to the Mystery Coaching® model, conceived by the mind of Susanna Gonnella, CEO and Founder of MyNoiLab srl.

New services

Mystery Coaching^® is a business services model that integrates experience in Market Research with the approach and skills acquired in professional Business Coaching, through the study of data. 

We work with both public and private organisations —Sales/service networks, Contact Centres, Hospitality structures, Public bodies, etc. — that sell goods/offer services and wish to transform themselves in the direction of delivering a profound benefit to their customers, improving service, training staff and recognising their competencies.

Aware of the growing need for quality and attention to the individual, we use Mystery Client research to provide the company with a snapshot of procedures, relational styles and the level of service actually delivered to the customer. 

The approach and objectives

We help build and implement service standards and monitor their application over time; we support staff training by working on the awareness of how the way of being, acting, interacting and communicating with customers is a determining factor of the customer experience.

After the in-depth study and analysis of data, our intervention is completed with Group and Team coaching activities with the people involved (Managers, Sales staff, Front-office or Contact centre staff).

The objective is to “bring the data to life” so that, through the reading, interpretation and delivery of research results, people can be offered tools to consolidate, improve and change. 

Article published in 2014