A comparative mystery shopping study of customer service in key industries
How well are companies really serving their customers?
Dive’s annual Sector Survey provides objective insights into customer service quality trends across major industries like banking, insurance, telecommunications, retail, pharmacy, medicine, and gas stations.
Through professionally conducted mystery shopping across the Baltic region, we compare the customer experience at industry leaders to highlight strengths, identify areas for improvement, and recognize market leaders and trends.
Why order the report?
- Understand your market position: Benchmark your company against competitors and monitor service trends in your industry.
- Save time, gain insight: We collect and analyse the data for you. You get practical, actionable insights without doing the heavy lifting.
- Strengthen your service strategy: Results help guide employee training, support development programs, and enhance customer engagement effectiveness.
How it works
- Approach: Qualitative research based on the mystery shopping method.
- Execution: Pre-trained evaluators visit or review companies online and assess customer service using standardized scenarios and questionnaires. Each company is evaluated 10 times per country.
- Evaluation: Questionnaires cover the entire customer journey — from timing and communication to problem-solving and overall impression.
All responses are reviewed by Dive’s quality control team before being published on Dive Online — our secure results platform — with a written summary and industry-wide comparison.
A Dive project manager will also prepare a written summary of your company’s results, including a comparison with other participants based on the selected package. This helps you understand both your performance and your market position.
Coverage and availability
- Conducted annually in Estonia, Latvia, and Lithuania
- Covers banking, insurance, telecom, retail, pharmacy, medicine, and gas stations
- All major players in each sector are included
Key benefits
- Clear comparison with competitors and industry averages
- Concrete insights to support staff development and training
- Identification of service strengths and improvement areas
- Media exposure through cooperation with local business publications
- Data to support internal discussions, strategy, and goal-setting
Result packages
We offer a range of packages — from local summaries to full Baltic-level analysis. Presentations of results are also available.
Want to know how your company ranks in service excellence?
Contact us today to join the next Sector Survey edition or learn more.
If your industry is not currently covered, but you’d like us to launch a Sector Survey in your sector, reach out — we are open to new industry explorations.