MYSTERY GUEST SERVICES

 

Mystery Shopping, Quality Audits, Service Standards:

MHCS helps clients focus on what is really important to their customers.  If acted upon, the information gleaned from these tools can lead to accurate conclusions about staff and the business. 

MHCS recruits individuals who meet our clients' specified profiles to enjoy a typical customer experience.  Mystery shoppers NEVER reveal their identity as a participant in the program as this anonymity ensures they are receiving typical service. 

HOW THE AUDIT WORKS:

STAGE ONE - ESTABLISHING THE CUSTOMER'S NEEDS

STAGE TWO - PREPARING A TAILOR MADE CHECKLIST

STAGE THREE - THE AUDIT

STAGE FOUR - THE AUDIT RESULTS AND FOLLOW UP

THE BENEFITS:

• Establish standards compatible with your guests' expectations;

• A management tool to measure the overall performance of the operation in a real time situation;

• Identifies areas of abuse or incorrect practices;

• Identifies weaknesses at their root;

• Assesses both management and operational staff performance;

• Helps to obtain direct feedback on the levels of guest satisfaction;

• Identifies the level of customer care practices and staff interaction with the guests;

• Helps target the areas of most concern.

CONTACT US for more information and to set up a meeting to further discuss your requirements