"Benefit from our expertise in the upscale hospitality industry"
Generally, clients are either dissatisfied with service quality or their satisfaction level is low- Mystery Visits
47% of clients affirm that their expectations are "sometimes", "rarely" or "never" satisfied.
47% of clients affirm that their expectations are "sometimes", "rarely" or "never" satisfied.
According to an Accenture 2007 study carried out in France, the USA, Great Britain, Australia, Brazil, Canada and China.
The mystery client's mission is to investigate the potential gap between the expected service level and the client's perceived performance.
Throughout the process, mystery clients communicate directly with the venue/establishment (e.g. reservations or sales department). After the visit, not only the stay itself, but also all recorded phone calls and written communication which preceded the visit are being analyzed.
Several procedures are proposed and can also be combined:
Our tailor-made budgeting
Contact us in order to elaborate your plan of action which will be elaborated according to your budget, standards and goals.
Throughout the process, mystery clients communicate directly with the venue/establishment (e.g. reservations or sales department). After the visit, not only the stay itself, but also all recorded phone calls and written communication which preceded the visit are being analyzed.
Several procedures are proposed and can also be combined:
- Mystery overnight stays, which aim to evaluate the performance
- Mystery visits, which analyze the performance of one or several units, such as shops, restaurants, spas
- Mystery phone calls or emails which investigate the service quality of specific departments as for example reservations and sales
Our tailor-made budgeting
Contact us in order to elaborate your plan of action which will be elaborated according to your budget, standards and goals.