Who is behind the mystery shoppers?
Anonymous among the millions of travellers who use the STIB network every day, they work for an independent organisation and their role is to verify the quality of the service, the condition and cleanliness of the vehicles and infrastructures, and the information provided to travellers at the points of sale, by telephone, and on the website and mobile app.
After analysis, this data allows the STIB to measure the performance of the services and the quality provided, and most importantly to identify the improvement measures that the STIB must implement throughout the network. Each year, nearly 750,000 elements - screens, stop buttons, network maps, website information, etc. - are checked through approximately 11,000 measurements.
New for 2021, the STIB launched a series of studies to collect the opinions of a panel of customers on the various elements measured and their importance in the customer journey. In 2021, the focus was on the condition and cleanliness of infrastructure and vehicles. These studies will continue in 2022, this time with a focus on vehicle and station amenities and maintenance.