SERVICE & CUSTOMER EXPERIENCE EVALUATION · CHILE · INTERNATIONAL
Independent service and customer experience evaluation — on-site and remote — to identify gaps, understand what may be behind them, and turn findings into concrete improvements.
20+ COUNTRIES · 120+ HOTELS · 50+ YEARS COMBINED EXPERIENCE
International experience shaped across different markets, cultures and standards of service.
KOLBYS
Real experience. International perspective. Personal responsibility.
KOLBYS combines more than 50 years of professional experience in service and operations, developed across hospitality, gastronomy, aviation, VIP services, automotive and premium service environments.
Our perspective has also been shaped as customers: across more than 20 countries, more than 120 hotels, and different markets, cultures and service standards.
This combination allows us to understand both sides of an experience: what the customer experiences and what happens behind the service. It helps us interpret what we observe not as isolated findings, but within the real context in which an experience is delivered and lived.
As an independent family business, every project receives direct attention, discretion and personal responsibility. With German roots and an international perspective, we work with precision, independence and attention to detail.
"OUR NAME. OUR RESPONSIBILITY."
DISCRETION · CONFIDENTIALITY · INDEPENDENCE
Trust is essential to our work.
Information, documentation and findings shared with KOLBYS are treated with strict confidentiality. Our evaluations are conducted independently and objectively, without interests tied to specific vendors, platforms or solutions.
We observe. We evaluate. We report independently.
THE CUSTOMER PERSPECTIVE
Not every customer experiences a service in the same way.
KOLBYS designs each evaluation around the objectives of the project and defined customer profiles. This allows us to assess how different types of customers may experience the same service, journey or situation.
Profiles are defined according to the context and objectives of the evaluation, taking into account expectations, needs and situations relevant to the customer experience.
INDIVIDUAL CUSTOMER · COUPLE
FAMILY · FAMILY WITH CHILDREN
BUSINESS CUSTOMER · CORPORATE CUSTOMER
SOLUTIONS
What do you need to understand or resolve?
Solutions for specific service and experience challenges.
We start with a specific question and determine what evidence is needed to understand it.
A TYPICAL CASE
“We have 5,000 responses from five markets.
Our dashboard clearly shows that one region is underperforming.
What we still don't know is why — or what we should change.”
POSSIBLE SOLUTIONS → EXISTING EVIDENCE REVIEW · DEEP DIVE INVESTIGATION
01 — EXISTING EVIDENCE REVIEW
Existing evidence. Independent perspective.
“We have the results. But we don't know what's behind them.”
Your organization already has evaluations, audits, NPS, CSAT, Mystery Shopping or other evidence. The gaps are visible, but their causes and priorities may not be.
KOLBYS: We review existing evidence, connect findings, identify patterns and investigate further where it adds value.
YOU RECEIVE → Independent interpretation · patterns and gaps · priorities · recommendations
02 — DEEP DIVE INVESTIGATION
“We know where the problem is. We want to understand why it happens.”
A drop in sales, a recurring service gap, an underperforming shift or a difference between locations may have multiple explanations.
KOLBYS: We investigate the issue by connecting evidence across moments, channels, locations and other relevant variables. Where necessary, we add targeted testing to examine hypotheses.
YOU RECEIVE → Key findings · patterns · evidence-based hypotheses · possible causes · priority actions
[INVESTIGATE A PROBLEM →]
03 — SERVICE REALITY CHECK
“We want to know what our customers actually experience.”
Processes and standards may look good internally. The actual customer experience may be different.
KOLBYS: We evaluate a defined experience from the customer's perspective through Mystery Client, structured observation or remote evaluation, depending on the project.
YOU RECEIVE → Direct evidence · observed gaps · critical moments · independent evaluation · recommendations
04 — SCENARIO TESTING
“We want to know how our organization responds to a specific situation.”
What happens when a customer complains, requests an exception, asks for information, wants to cancel or shows an intention to buy?
KOLBYS: We design defined scenarios and evaluate how the organization responds across different channels, moments or touchpoints.
YOU RECEIVE → Observed responses · consistency · differences · friction points · improvement opportunities
05 — STANDARDS VS. REALITY
“We have standards. But are they actually being followed?”
Manuals, protocols and standards define the intended experience. What matters is how they translate into real-world execution.
KOLBYS: We compare defined standards with existing evidence or with experiences evaluated specifically for the project.
YOU RECEIVE → Expected vs. observed · execution gaps · inconsistencies · improvement priorities
06 — IMPROVEMENT VERIFICATION
“We made changes. Did the experience actually improve?”
New training, protocols, processes or corrective measures have been implemented. Now it is time to determine whether the change actually reached the customer.
KOLBYS: We reassess critical touchpoints after implementation and compare the results with the previous situation.
YOU RECEIVE → Independent verification · observed changes · persistent gaps · next steps
THE SCOPE ADAPTS TO THE QUESTION
FOCUS → INSIGHT → DEEP DIVE
From a focused review to a more in-depth investigation. We define the scope based on the question, the available evidence, the volume and the complexity of the project.
REMOTE · HYBRID · ON-SITE
EXPERIENCE THAT GOES BEYOND THEORY
A strong evaluation also understands what happens behind the scenes.
Our professional experience is not limited to observing service from the outside. We have worked directly across service, operations, hospitality, aviation, VIP service and gastronomy.
This experience allows us to look beyond the moment visible to the customer and better understand the processes, decisions and operational conditions that may influence their experience.
01 — OPERATIONS & EXECUTION
Processes · Coordination · Execution
02 — SERVICE & ENVIRONMENT
Interaction · Preparation · Details
03 — HOSPITALITY & GASTRONOMY
Practical experience · Operational perspective
KOLBYS STANDARD
A structured framework for evaluating the customer experience.
Data shows results.
Evaluations identify gaps.
KOLBYS goes one step further.
We interpret the evidence, connect findings and seek to understand what may lie behind them. Where the evidence allows, we dig deeper to identify patterns, possible causes and opportunities for improvement, turning what matters into concrete recommendations.
EVIDENCE · INTERPRETATION · DEEPER ANALYSIS · RECOMMENDATIONS
EVALUATION ADAPTED TO YOUR CONTEXT
Tell us what you need to evaluate, understand or improve. We define the right approach with you — from a specific evaluation to the independent analysis of customer experiences and existing evidence.
DISCUSS YOUR PROJECT →
Mystery Client · Chile
A real experience. A structured evaluation.
A real experience. A structured evaluation.
KOLBYS conducts on-site mystery client evaluations in Chile to observe and document how the service is actually experienced from the customer’s perspective.
The evaluation is based on the KOLBYS Standard. Existing company standards can be incorporated as an additional reference without limiting our independent assessment of the overall customer experience.
SECTORS
Evaluation adapted to the context of each service environment.
Every sector has different expectations, customer journeys, standards and critical moments. We adapt our evaluation approach to the service environment, customer profile and specific objectives of each project.
HOSPITALITY & TOURISM - Hotels · Resorts · Restaurants · Travel · Lounges
AVIATION & TRAVEL SERVICES - Airports · Airlines · Lounges · Passenger Services · Travel Experiences
RETAIL & LUXURY - Premium Brands · Luxury · Retail · In-Store Experience
AUTOMOTIVE & MOBILITY - Dealerships · Sales · Service · After-Sales · Mobility
VIP & PREMIUM SERVICES - Lounges · Concierge · Executive Services · Premium Experiences
COMMERCIAL SPACES & ENTERTAINMENT - Shopping Centres · Leisure · Attractions · Visitor Services · Family Experiences
Other sectors can be evaluated depending on the objectives, context and scope of the project.
A family business. A personal commitment.
KOLBYS is an independent family business. For us, that means taking personal responsibility for the quality, confidentiality and integrity of our work.
Every project receives our direct attention. We work with precision, discretion and an independent perspective, building relationships based on trust and long-term commitment.
Our name stands behind our work.
INTERNATIONAL COMMUNICATION
Four languages. Direct communication.
Deutsch · Español · English · Русский
We work directly in four languages, facilitating communication with clients, teams and documentation across different international markets.
Customer Experience · Service · Loyalty · Revenue
Independent Service & Customer Experience Evaluation.
Santiago, Chile · International Evaluations
Customer Experience · Service · Loyalty · Revenue
Independent Service & Customer Experience Evaluation.
Santiago, Chile · International Evaluations