Mystery Shopper
Mystery Shopper Calls: We measure it so you can manage it!
Mystery Shopper Calls are a great way of identifying training needs within a specific area. Prior to calls being placed the basis for assessment will be established with you. A call report will then be produced to measure your team's performance.
Mystery Shopper Calls can be organised for your company on an adhoc basis, or on a regular basis as part of an ongoing programme.
Report criteria can be customised to meet your needs and designed to work alongside any existing team training materials within the business.
Recordings of calls are produced in mp3 format which can be played using simple Windows software, iTunes or from a cd. The recordings enable team members to understand how the call has been marked and are a very effective training tool.
Some typical Mystery Shopper Call Scenarios:
General Enquiry for Information
Directions and Location Enquiry
Leisure Bedroom Enquiry
Corporate Bedroom Enquiry
Meeting Room Enquiry
Events Enquiry
Wedding Enquiry
Leisure Club Membership Enquiry
Spa Treatment Enquiry
Spa Day Enquiry
Residential Spa Break
Postal Information Request
Complaints Handling
Hotel and Spa Mystery Shopper Visits:
Hundreds of businesses within the UK hospitality industry use mystery shoppers to monitor customer service. We use carefully selected mystery shoppers to visit your premises taking on the role of a customer to evaluate the quality of service.
We can measure how well your receptionists greet guests, how quickly a drink can be served in your bar, the standard of food and service in the restaurant and the ambience of, and quality of treatments in, your spa.
Whatever you would like us to measure, we can measure it for you
We will produce a report providing feedback on the mystery guest’s experience, from service standards through to rapport building. This can be used as a training tool, or as a motivator for the team. You will be able to compare reports from visit to visit and so identify improvements in a particular area.
Some typical Mystery Shopper Visit Scenarios:
General Enquiry for Information
Overnight Stay assessing all departments within hotel
Bedroom Showround
Conference Showround
Wedding Showround
Restaurant Visit
Bar Visit
Spa Visit
Complaint Handling
