MYSTERY SHOPPING
Our Mystery Shopping Service provides an objective look at the customer journey, from ambiance and service quality to product presentation, execution, and other areas you identify as important. Using customized forms and our proprietary reporting system, we gather key data points and provide practical feedback on both individual service touchpoints and the overall guest experience. Programs can be tailored to your goals and adapted for quick-service and full-service restaurants, fine dining, cannabis clubs, 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 improvement.
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
Additionally, we provide quarterly reports that outline 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
Macarena
One Market
Sushi Confidential
Willow Street
Los Agaves
Bill’s Cafe
Chris Brown, GM of Miller & Lux
LET’S GET THE BALL ROLLING
First Mystery Shop is Free!
INDUSTRIES WE SERVE
- Restaurant, Bars/Clubs, Food Trucks, Catering, Hotels, Spas, Cinemas, Day Care Centers, Jewelry Stores, Tire Shops, Electrical Sales, Liquor/Convenience/Grocery Stores, and more.