Service analysis. What to pay attention to?

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Very often in competitive markets it is necessary to invest not so much in the number of potential clients attracted, but in the quality of interaction with them. In this case, it is possible to achieve that as many visitors as possible turn from potential into real clients. Therefore, it would be useful to analyze our colleagues in the industry according to the following criteria:

The speed of response to an appeal to the company - how quickly they pick up the phone, respond to an application from the website, to an order for a call back, to an email sent.
Do the conditions indicated on the website correspond to the real ones - is the product in stock, what is the cost and delivery conditions?
The manner of communication of managers - are they polite, do they try to solve the client's problem or sell anything at any cost, do they keep their promises.
Compliance with the work schedule - call 5 minutes south africa consumer email list before the start and end of the working day.
Is CRM used ? Try to make an order by posing as a buyer who has allegedly already made an order and refer to the fact that there is no time or it is currently inconvenient to fill out the form on the website.
Provision of service/delivery of goods - whether the promises made to the client were kept.
This type of research is carried out by a mystery shopper.