STANDARD UNI 11312
Having a constant customer focus to meet the customer requirements and strive to exceed their expectations (one of the key principles of quality management ISO 9001:2015) is a guiding foundation to support the continuous improvement of an organisation. For companies that provide services and products, Mystery audit can be a strategic tool that report the customers’ perspective and the organisation’s way of interacting.
Specifically, mystery auditing helps mapping service quality over time by objectively monitoring structural and relational factors. In fact, Mystery Auditing provides a snapshot of the context and procedures and, above all, of relational styles captured at the exact moment the customer experiences and uses the service.
UNI 11312-1:2017
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It defines the general criteria for conducting effective, representative Mystery Audits in line with the specified objectives.
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It specifies the requirements and guidelines for designing (clause 5), operationally planning and coordination (clause 6) and the implementation of Mystery Audits (clause 7) within organisations whose services and eventual associated products are offered, provided directly or in outsourcing, to final clients (for example users, consumers, citizens, tourists, patients, etc )
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Specifies the requirements and guidelines to elaborate the results and elaboration of findings and follow-up measures to the mystery auditing (clause 8).
UNI 11312-2:2022
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This document specifies requirements for the professionals involved in designing, coordinating and performing mystery audits.
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These requirements are specified in consistency with the tasks and specific activities and the identification of related contents, in terms of knowledge and skills, as to establish their level of autonomy and responsibility, in accordance with the Italian National Qualifications Framework (NQF) and with the process requirements specified in UNI 11312-1.
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These requirements are also expressed in such a way as to facilitate the related conformity assessment processes, making them homogeneous and transparent, as far as possible
In particular, UNI 11312:
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It is the first global standard on Mystery Auditing
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It is coherent with the ISO 9001 principles and framework, ISO 19011 terminology and the Hamonised Structure (HS) requirements.
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It includes the innovative risk-based thinking and understanding of the organisation and its context (ISO 9001:2015)
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It includes a dedicated Annex showing which ISO 9001:2015 requirements could be monitored through Mystery Auditing.
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It is also available in English
Specifically, in the standard clarifies that Mystery Audits are complementary and can be conducted in synergy with ‘traditional Audits’ (internal, or third party relevant for certification purpose). The standard in fact, defines what a ‘combined audit’ is about (UNI 11312-1:2017, clause 3.2.2)