The service involves hiring students, profiled according to the client's needs, who are made to take on the role of "mystery client" and are asked to go, without an appointment, to the ESL agency in their city and to other competing agencies. The mystery client is given a script to follow and a part to play - in this case the student intending to go on a trip asks for advice/quotes for various travel solutions. The Mystery Client then sends a complete report with the feedback collected on the treatment and service received.
