Measuring the guest experience with mystery guests
HOW DOES IT WORK?
Before our mystery guest or mystery shoppers visit your organisation, we draw up a so-called service concept together with you.
This service concept is a 'handbook' of what your guests can expect during interaction moments with your organisation. This handbook is used as a basis for the checklist of our mystery guests. This way, the aspects that are important to you are really looked at.
After our mystery guests have visited your organisation, they write down their findings and the results are analysed and subsequently summarised in an extensive advice report.
OUR MYSTERY GUESTS
Our mystery guests are trained to observe sharply and objectively. Guests are often only willing to give feedback if the experience is clearly good or bad. Our mystery guests always give independent and useful feedback. This is very effective in raising the awareness of, for instance, employees and their crucial role in the guest experience.