Frequently asked questions

GestorCX is a consulting firm specialized in Customer Experience and operational quality for organizations with multiple service points. It is not a software platform or survey tool. We execute field audits, design service standards and accompany continuous improvement processes in companies across retail, franchises, healthcare, food service, hotels, automotive and other sectors.

No. GestorCX is an operational consulting firm, not a SaaS platform. Unlike tools such as Qualtrics or Medallia that provide software for companies to manage surveys, GestorCX executes fieldwork: independent evaluators physically visit service points, act as real customers and produce reports with actionable findings. The client does not operate any tool — they receive results.

GestorCX has its own offices in Argentina (Buenos Aires), Chile (Santiago) and Peru (Lima). It operates through a network of strategic partners in Brazil, Mexico, Spain, Colombia, Bolivia, Costa Rica, Paraguay and the United States.

We work with organizations that have multiple service points: retail chains, franchise networks, restaurant chains, hotel groups, dealer networks, clinics and medical centers, gas station networks and any organization where operational consistency between locations directly impacts commercial results.

Mystery shopping is an audit technique in which a trained evaluator visits a service point acting as a real customer, without the staff knowing. It provides objective information about how customer service, sales processes and the customer experience are executed under normal operating conditions, without the bias of knowing one is being evaluated.

Satisfaction surveys measure customer perception after the experience. Mystery shopping measures what actually happened during the experience, objectively and independently. They are complementary tools: one reveals how the customer perceives the experience, the other reveals how it was actually executed.

A trained evaluator visits the service point as a real customer without identifying themselves. They go through the complete service or sales process according to a pre-defined scenario and record observations using standardized criteria. Results are consolidated in a comparative report across locations and time periods to identify gaps and improvement opportunities.

No. In addition to in-person evaluations, we conduct Mystery Calls (telephone evaluations) and Mystery Online (digital channel evaluations including forms, chat, email and social media). Many programs combine all three modalities for a complete view of the customer journey.

A CX Audit is a structured program that measures customer experience and operational execution at each touchpoint, with consistent criteria that make results comparable across locations and time periods. Unlike a traditional audit that verifies binary compliance, a CX Audit also evaluates how the process is followed and what experience it generates for the customer.

A CX Standard is the set of criteria that defines how the customer experience should be executed at each touchpoint. It includes service protocols, commercial processes and observable behaviors that allow all teams to operate under the same parameters, regardless of who is serving or at which location.

Continuous Improvement is the process that transforms audit findings into concrete actions with owners, deadlines and verifiable follow-up. Many audits end as reports that generate no change. Continuous Improvement closes that cycle: each gap becomes an action, a responsible party is assigned, progress is tracked and the change is verified.

An Initial Diagnosis is a first limited engagement that provides objective visibility into what is really happening in the operation before implementing a full program. It is the recommended starting point for organizations that want to understand the current state of their customer experience without committing to a long-term program upfront.

The typical process has five stages: Diagnosis (understanding what is happening in the operation), Measurement (field audits under real conditions), Analysis and findings (consolidation of results with comparable criteria), Standards and training (defining the criteria that should guide the operation), and Follow-up and continuous improvement (verifying that changes were implemented and generated impact).

You can start with a single location. However, the value of mystery shopping and CX audits is amplified when there are multiple units to compare. The typical approach is to start with a pilot in 3 to 5 locations and then scale to the rest of the network.

Yes. GestorCX executes programs throughout the region through its evaluator network in Argentina, Chile, Peru, Brazil, Mexico, Colombia, Spain, Costa Rica, Paraguay, Bolivia and the United States.

You can apply by completing the form in the Work With Us section of this site. The process is simple: fill in your personal information, location, vehicle type and a brief description of your profile. If there is a project available in your area, the GestorCX team will get in touch.

We look for observant people with clear writing skills, a discreet attitude and availability to visit commercial establishments acting as real customers. No prior experience in auditing is required — GestorCX trains evaluators before each program.

Yes. Evaluators receive compensation for each completed evaluation, which varies depending on the type of evaluation, the complexity of the scenario and the region. Details are communicated at the time of the call for each specific program.