Who is behind the mystery shoppers?
They are anonymous among the millions of travellers who use the STIB network every day, and work for an independent organisation. Mystery shoppers’ 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, their feedback allows 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.