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Service Plus Ltd

Today’s service companies can resort to a growing number of practical tools for evaluating their operations. A great deal is talked about such things as mystery shopping and secret visitor visits. Information, however, is of real benefit only when the procedures, concepts used and the end use of the information obtained are founded on the very core of the business operations to be measured.

As founder of Service Plus I have been in a position to follow the improvement in the quality of our client companies’ operations for over 30 years. I am proud that we have been able to play our part in this achievement.

Over the years, our role has clearly changed: we are today more Customer Experience Management (CEM) specialists than a traditional market research company. We use a variety of methods to produce information on what really happens in customer encounters. This enables our clients to honour their promises to customers in a consistent manner.

Jukka Rastas, Chairman of the Board

Tools for building a concept for a successful service product

Service Plus Ltd offers companies a tool with which to monitor the realization of the concept. The feedback from real events and customers’ experiences of service situations is valuable fuel for all those working in the company. The staff is given an objective analysis of their work contribution. Company management can use the feedback to analyse and monitor changes in the product and the service quality of individuals. 

We do Mystery Shopping with real customers, standard Mystery Shopping and store audits. We track customer paths of purchase. We also provide service quality evaluation tools for Contact Centers. 

Our strategy is to be a trusted partner to our clients in creating customer centric sales and service concepts. We deliver tools and metrics for managing this journey!

The largest Mystery Shopping organization in the Nordic countries!

In order to keep offering our individual clients superior quality and comprehensive solutions in all Nordic countries the leading suppliers of Mystery Shopping in the Nordic countries have formed a strategic alliance - The Nordic Mystery Shopping Alliance (NMSA).

  • Serviceplus (Palvelu Plus) Finland
  • Better Business World Wide Sweden and Iceland
  • See You AS Norway
  • Shoptimizer Denmark

About the company

Oy Palvelu Plus – Service Plus Ltd
Kumpulantie 3
00520 Helsinki
tel. +358 9 3487 7600
e-mail: firstname.surname(at)serviceplus.fi

  • Oy Palvelu Plus – Service Plus Ltd began operations in 1987 in cooperation with the Swiss-based Service Plus Ag
  • Service Plus is a specialist in CEM research as part of the development of service and sales processes
  • The company is owned by Finnish private individuals
  • Managing Director Mikko Hartikainen
  • Service Plus is a member of the Mystery Shopping Providers Association Europe (MSPA Europe) and FAMRA (Finnish Association of Marketing Research Agencies). Jukka Rastas (Chairman of the Board) is also a member of ESOMAR.

For further information, contact us:
Mikko Hartikainen, Managing Director
Katja Kaukoranta, Director, Marketing and Customer Relations

How to invoice us

Palvelu Plus - Service Plus Oy/Ltd accepts invoices in the electronic format:
E-invoicing operator: Liaison Technologies, operator code: 003708599126
E-invoicing address (OVT): 003706502087
VAT: FI06502087

If you wish to send a paper invoice, please send it to:
Palvelu Plus - Service Plus/Ltd
Purchase Invoices
P.O. Box 122

If you wish to send an invoice as an PDF attachment, please send it to:

The management system of Oy Palvelu Plus - Service Plus Ltd complies with the requirements of the standard SFS-ISO 20252. Certification covers research on quality of customer interaction - measuring service and sales processes. The certificate is issued on 2010-10-05.


Service Plus focuses on research on operational models (chain, service and sales concepts).

The term we use for our method of interpreting, itemizing and analysing customer experiences is test customer research or TCR. We aim to produce material on a continuous basis comprising extensive, reliable information of even quality for use as a management tool plus concrete, constructive feedback for customer service staff to help them cope at work. In our experience, the latter has often proved to be the most important contribution of the research to client organizations.

Service Plus service quality surveys are based on the client’s operational model or concept which is aimed at creating a consistent service product of even quality. Every deviation we find is vital feedback for client organizations.

Surveys are useful tools for:

  • monitoring the implementation of service concepts at unit and chain level
  • providing objective evaluations for staff of their own work
  • company management to analyse and monitor changes in the entire service product or in the service quality of individual units.

The aim of the research is to produce an overall picture of how the operational model and rules of the game are followed. Service Plus uses test customers as observers of how the rules of the game are adhered to. Unlike customer satisfaction surveys, this type of research collects facts on what a customer sees on a test visit and what his or her experience of the service is vis-à-vis the targets set. Each reported experience can be reconstructed stage by stage from start to finish.

A research report comprises systematically designed random tests on how the quality criteria are met at each customer encounter. On the basis of hundreds of detailed observations made during these random tests we can pinpoint recurring strengths and development related to quality.

For the unit being tested, the survey provides an objective, outside ‘photograph’ and accurate facts about their operations seen through the eyes of the customer. For management, the survey provides facts about the evenness of the quality of operations and the consistency of the service product, in other words, regular feedback on how reality corresponds with the targets set.

Service and retail companies

Quality monitoring 

Mystery Shopping 

Test customer research 

Service Pulse 

Staff Pulse 

Post-visit interviews 

Call Plus 

Call Pro 

Choose your interest and leave a contact request

  • Mystery Shopping
  • Staff Pulse
  • Service Pulse
  • Other research services