UNI 11312-1 : 2017

This Standard: - specifies guidelines for the design, operational planning and coordination and for conducting mystery audits in organizations, regardless of their type of service provision, including any associated products (i.e. direct provision or outsourcing), to end customers (e.g. users, consumers, citizens, tourists, patients, etc.); - specifies guidelines for the processing of results, the delivery of conclusions and follow-up actions to mystery audit; - provides the general criteria to be adopted for an effective and representative mystery auditing, according to the established objectives.