Ensuring brand values are reflected in service
If your hotel is part of a chain, you want to ensure each location represents your brand in a way that reflects your values.
Measuring how well your team handle face-2-face enquiries with prospective customers is invaluable to their training and development. A mystery shopper can report on everything from their first impression of your business, how they were greeted by staff, how clear the signage was, to the cleanliness of the rooms. This is a great way to ensure you consistently deliver high standards across your venues that will make guests already look forward to their next visit.
What can be measured
Mystery Shopping allows you to measure all aspects of your guests experience and can be tailored to your needs. You may have questions on the guest experience in the room, the comfort of the beds, how clean the rooms are, right through to if the towels or complimentary toiletries gave a sense of luxury in the bathroom. It could focus on your catering, such as is the menu appealing and offers suitable alternatives for vegans or people with intolerances, how were the waiting staff and most importantly, how did the food taste? If your venue is a boutique hotel or privately owned B&B, then you need to stand out from the crowd and generate a customer experience that reflects your goals for the business. Mystery Shopping allows you to deliver a set of data that really helps you to move the business forward.
Speak to one of our Research Consultants to find out how we can develop a bespoke customer experience programme for your business!