MYSTERY SHOPPING
Our Secret Shopper service captures every detail of the customer journey, from the ambiance and service quality to plating and precision, as well as any other points that you specify before the visit. Using custom mystery shopping forms, we gather over 50 key data points, providing a thorough analysis that highlights areas of improvement and operational insights to enhance every interaction. Our proprietary reporting system, designed by industry experts, delivers detailed feedback that not only focuses on service touch points but also provides a holistic view of the overall guest experience. Mystery Shopping services can be adapted for quick-service to fine dining and everything in between, retail operations, hotels, spa services, third party delivery companies and more.
OUR PROCESS: STEP BY STEP
1. Set Up Services
- Determine the frequency of mystery shopper visits tailored to your needs.
- Provide gift certificates or promo codes for mystery shoppers to use during their visits.
- Establish client access to all reports and data through our proprietary portal.
2. Mystery Shopping Form
- Use a standard template that we provide or collaboratively design a custom mystery shopping form with many key data points – often over 100.
- Mystery shopping criteria may include food and service quality, cleanliness, ambiance and lighting, adherence to service standards, and upselling of priority items.
- Incorporate any additional specific points or areas you want assessed.
3. Perform On-Site Mystery Shop
- Our trained mystery shopper will visit your establishment, assessing every detail of the customer journey based on the agreed criteria.
- Observations will include everything from service efficiency and food presentation to cleanliness and overall atmosphere.
4. Report and Analyze
- After each visit, a full report will be generated based on the evaluation points.
- The proprietary reporting system highlights trends, identifies areas for improvement, and offers actionable insights into service, ambiance, and operational efficiency.
- Each account manager provides a quarterly report that outlines consistent findings, scores, and missed opportunities, enabling the team to easily identify and address areas for improvemen
5. Delivery of Results
- Clients receive access to all reports via our custom portal, enabling tracking and detailed review of mystery shopper feedback.
- Assistance in how to coach your team using mystery shops as opportunities for improvement
- Identify trends over time, and use the data to implement improvements in your operation.
- Each client is assigned an Account Manager who guarantees accuracy and ensures that the requested information is delivered by the mystery shopper.
TAKEAWAYS: MATERIALS & TOOLS
Comprehensive Visit Reports
Detailed reports after each visit covering the evaluation points discussed in the initial setup. Additionally, we provide quarterly reports that outlines consistent findings, scores, and missed opportunities, enabling the team to easily identify and address areas for improvement.
Proprietary Portal Access
Full access to our custom portal, allowing clients to track trends and identify key improvement areas easily.
Free Task Management System Subscription
As part of our service, receive a free subscription to our task management system, helping you address and track operational improvements.
Free Online Employee Harassment Courses
Self-paced required courses.
Discounts on Additional Services
Enjoy exclusive discounts on other services we offer, from further mystery shops to tailored consulting solutions.
MYSTERY SHOPPING TESTIMONIALS
OUR PROCESS: STEP BY STEP
First Mystery Shop is Free!
INDUSTRIES WE SERVE
- Restaurants, Bars/Clubs, Food Trucks, Catering, Hotels, Spas, Cinemas, Day Care Centers, Jewelry Store, Tire Shops, Electrical, Stores of any sort.