Our regulatory reference
The Standard UNI 11312
The world's first standard on Mystery Auditing. The framework MysteryAuditAI builds every project on, from scenario design to results reporting.
What is the UNI 11312
UNI 11312 is the Italian technical standard, internationally recognised as the first in the world dedicated to Mystery Auditing: the undisclosed activity, carried out in an unrecognisable way, that simulates the behaviour of a potential or actual customer to detect the real quality of a service at the exact moment it is delivered.
The standard is aligned with ISO 9001:2015 and incorporates its risk-based thinking, introducing the concept of a “composite audit”: incognito audits do not replace traditional audits, but work alongside them, delivering a more complete analysis of facilities, staff, processes and established standards.
How it's structured
The standard is structured in two complementary parts, each with a precise focus:
The Processes
Defines how to conduct an incognito audit: designing scenarios and goals, operational planning and coordination, execution and follow-up with results analysis and subsequent actions.
The Professionals
Defines the profiles involved, designer, coordinator and incognito auditor, with the knowledge and skills required for each role, consistent with the National Qualifications Framework.
The ethical principles
UNI 11312-2 devotes a specific appendix to the ethical and professional dimension of Mystery Auditing, to protect those who take part in it and those who are, directly or indirectly, involved.
Transparency of process. The audit follows declared, verifiable criteria, never improvised ones.
Protection of the people involved. The dignity, privacy and wellbeing of whoever is on the other side of the interaction remain central.
Responsible use of data. The information gathered is used to improve processes, not to target people.
How MysteryAuditAI applies the standard
Our operating model complies with UNI 11312 for all mystery auditing activities relating to the design, management and evaluation of the process: from defining scenarios and goals, in line with the role of the Mystery Audit designer, through to review, validation and reporting of results. Applying the standard includes respecting its ethical principles, guaranteeing transparency, protection of the people involved and responsible use of data.
Within this regulatory framework, MysteryAuditAI uses AI agents, with adversarial logic, as an applied technique consistent with the principles of UNI 11312, focusing the test on the chatbot's behaviour rather than on people. This keeps stress testing and exploration of the system's limits confined to the bot, preserving the dignity, privacy and wellbeing of real operators.
The data collected can be combined with any customer satisfaction indicators, Voice of Customer (VOC) data and other omnichannel mystery audit activities applied to company staff, for a comprehensive and consistent reading of the customer journey.
The offer is aimed at marketing, customer experience and market research teams at medium and large companies, and includes:
- Standardised packages, calibrated to the sector and the brand
- Initial setup with definition of scenarios and goals
- Ongoing review cycles over time
- Explicit competitive benchmarks against direct competitors
Want to see the standard applied to your chatbot?
Request a pilot with 5 customised scenarios, designed according to the principles of UNI 11312.