A Mystery Dining or Mystery Guest visit is a
detailed assessment of the customer experience in a restaurant,
hotel or pub from welcome to departure.
They are specialist forms of 'mystery shopping' designed around
the needs of hospitality and leisure businesses where the customer
experience tends to be more involved than, for example, retail
.
Written by a normal paying customer and thoroughly checked by us
for accuracy, the report is delivered to your inbox by the next
business day.
You would have a unique questionnaire that we would develop and
manage to reflect the things that matter to your business. The
style of questionnaire can vary considerably too - some prefer them
to be process-led while for others it is more about capturing
emotions and examples. Through getting to understand your
objectives, we can guide you through the various options.
We also look carefully at what profile of assessor would best
match your typical customer profile. In many cases there is no such
thing as a typical customer but we are careful to exclude any that
would be unsuitable.
Visits are normally arranged in 'periods'. The most common
pattern is monthly as this fits well with performance management
processes. Within a period, visits are normally scheduled at random
but we can target or avoid particular times or days if you
like.
If you would like to talk through your requirements, please
complete a short enquiry form and then either send
it to us or call us on +44 (0)1225 470999.
"The reports have been hugely well received in particular the quality of the comments from the assessors which paint such an intricate picture of what was really going on in the pub."
Young's & Co Brewery