Hotel Mystery Shopping
So you think all mystery shops are the same? Think again. Real Experience assessors use their vast experience of the industry to provide insightful, unbiased feedback that goes beyond box-ticking to capture the complete guest experience.
We work closely with our clients to design hotel mystery shopping assessments which deliver rich insights that are actionable. Our Mystery Shopper Assessments are carried out by experienced professionals posing as customers who will reflect on customer interaction with your business and provide you with an independent and objective view of your customer experience and measurement of your defined standards, leaving no stone unturned. If you are a management team wanting to improve, or a business owner looking for a complete overview of what is happening in your business, then this service is for you!
We operate only in the hospitality and leisure sectors. Our service has been developed from our operational backgrounds. This is vital when it comes to analysing your company's specific needs: we understand what you want to achieve.
Our reports provide quantitative statistical analysis and a qualitative interpretation that captures atmosphere, emotions, and the intangible elements that make guests want to return.
We offer fully trained assessors to mirror the profile of your customers.
What You Will Receive
You will receive a detailed report along with a smart summary that pulls together all of the visit's information into a customised report that is informative, accessible and actionable.
Drawing on our industry and market knowledge, you will receive several recommendations on how you can improve your business and the customer experience.
“The solution provides a simple, accessible document for staff to understand service standards—far more practical than traditional SOP manuals. It encourages positive behaviours, reveals operational trends, and helps drive focused improvements.
It’s a great tool to have in the toolbox to make a positive difference.”
Developing a Mystery Customer Programme
Developing a Mystery Customer Programme consists of the following steps:
- Understanding our client's service standards and developing their questionnaire
- Selecting appropriate assessors
- Determining a visit schedule
- Briefing assessors
- Analysing information
- Submitting a detailed report
- Helping our clients use the information to improve their business
Frequency and type of visit
For Mystery Customer Programmes to be truly representative, multiple assessments are recommended.
One Off Mystery Assessing
One mystery visit is conducted by a trained assessor or an industry specialist. This can be used to assess training needs or for a full operational evaluation.
Multi-wave Programmes
Visits are conducted at regular, set intervals: weekly, monthly or quarterly, for example. These could be used for assessing service, standards, product and training needs.
Competitor Assessment
Visits as before, but used to monitor competitors or benchmark industry standards.
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