Mystery guest" service offered by our agency will allow you to get an objective and unbiased assessment of the institution's work from the guest's point of view. An analytical report with recommendations for service improvement, compiled after the audit, will allow you to quickly solve any identified problems in the field of guest service.
A mystery guest
for the promotion service level
Staff is one of the components of decent service. The number of regular customers in your establishment depends on how well the staff know sales techniques, whether they can smile, whether they remember to greet and say goodbye to visitors.
Everyone is pleased when they come to a restaurant/cafe to see a competent employee who knows how to properly communicate with guests.
Our agency CONTROL SERVICE inspects establishments with the help of specially trained employees - "mystery guests". They play the role of a real customer and observe how well they are served by the staff.
How it can happen: a specially selected person under the guise of an ordinary visitor comes to a cafe/restaurant, and according to a pre-planned scheme (agreed with the customer) begins to conduct an audit.
The mystery guest notices everything: behavior, treatment, what does not lie so. After checking, will provide all the necessary information that will be required in accordance with the tasks and objectives.
Mystery shopper research is exactly what your business needs. Only with this service you will be able to look at a cafe or restaurant through the eyes of your customers.
What problems can be solved by a Mystery Guest audit
Test waiters' knowledge of the dishes on the menu, food and drink combinations.
Determine whether corporate standards of communication with guests are observed: wait time for a waiter, manner of greeting, waiting time for ordered food.
Check compliance with the recipe of dishes, rules of serving.
Evaluate the appearance of the waiter and the friendliness of the staff. Whether there is no cheating at the checkout.
Find out if the bartender is following the recipe correctly when mixing and pouring drinks.
Identify how clean the tables, hall, bathrooms are during the visit by the mystery guest.
The survey will show the level of customer focus of the company. It is possible that the accepted standards do not meet the client's expectations. The mystery guest will reveal this with an unbiased attitude.
We will develop a questionnaire,
a legend and an instruction manual
for your projects
Let's run some
tests checks
You'll get the results
in personal cabinet
online platforms
We will provide you with a cost effective
and best in the industry practice
Integrity assessment
employees
Evaluation of results after staff training
Performance evaluation
of the delivery services
Evaluation of the work of the administrator, waiter, bartender
A general audit includes all of the items listed above.
We have an individual approach to all of the audits, so we always choose the best strategy for your company.
You'll learn how your staff communicates with customers when you're not there, understand the reality of visitor service.
You will be able to promptly correct any deficiencies that arise. At the same time, your employees will feel comfortable without being supervised.
Defining the objectives of the study.
Development of questionnaires, instructions, scenarios and legends.
Identification of the necessary artifacts (video and photography, audio recording, receipt collection)
Selection and training of mystery shoppers.
Preparation of agents for a specific check.
Distribution of mystery agents according to the location schedule.
Visiting the assigned objects.
Completion of reports.
Verification and analysis of the data provided.
Preparation of final reports with recommendations.
Visits to the location are made on specific dates (the schedule is set by the client).
During the audit phase, we ensure smooth coordination of field agents, which helps prevent poorly executed visits.
A well-prepared mystery shopper goes to the designated location and conducts the audit according to the provided scenario and guidelines. The agent evaluates all required parameters. After completing the audit, the mystery shopper fills out a report (no later than 12 hours after the visit).
Booking a table by phone (the agent records the call on a voice recorder and evaluates the politeness and friendliness of the employee). Evaluation of the work of the manager or hostess who answered.
The mystery shopper assesses how presentable the sign looks: cleanliness, illumination, whether the lightboxes are lit. Evaluates the cleanliness of the front entrance: on the porch in front of the restaurant.
Assessment of lighting, temperature, music, quality of WiFi, neatness of furniture arrangement, table setting. Checking the restrooms: cleanliness, availability of hygiene products, serviceability of sanitary equipment.
Politeness, greeting. Seating at the tables. Whether special offers are offered, whether the conditions of the promotions are announced. The inspector evaluates the neatness of the restaurant staff's appearance
A project is created for each client in the online reporting system.
Personal accounts are prepared, accesses are set up depending on the area of responsibility of the client representatives.
The address program is loaded.
After completion, the reports are entered into the online system. The questionnaires are then checked by specialists from the validation department. After all checks, the reports become available to the client.
Each report undergoes several reviews:
Checking to make sure all fields are filled with sufficient information and that all necessary artifacts (audio, photos, receipts, etc.) are present.
Checking whether the provided data corresponds to the audio recording
Checking for spelling, logical and punctuation errors
When conducting a multi-point audit, the questionnaire is divided into blocks, blocks into sections. Blocks can be changed depending on the chain to be checked, the purpose and objectives of the research in each particular audit.
Selecting a performer is an important step.
In accordance with the portrait of a potential visitor to the store and the desires of the client, the characteristics of people suitable for the role of a mystery shopper are determined.
Our agency has an extensive base of experienced mystery shoppers. All performers undergo audio training on the peculiarities and specifics of each project. We provide mystery shoppers with all the necessary materials: questionnaires, legends, instructions, addresses.
Before the check in, mystery guests are quizzed to monitor their ability to understand the information they need to participate in the project.
Throughout the course of the audit, the coordinator assists the mystery shopper: coordinating, guiding, answering questions that arise
At the end of the audit you receive a final analytical report with conclusions on improving the quality of customer service in restaurants or cafes.
By ordering mystery guest checks for cafes and restaurants on a regular basis, client companies note:
Huge experience of carrying out audits throughout Russia (in large and small towns). We can organize audits of any level of complexity.
Individual approach to each customer. We take into account the specifics of each company. In accordance with this we form checks.
We know everything about the Mystery shopper study
All research results will be guaranteed to be shared only with you under a non-disclosure agreement.
Data obtained in the course of audits will not be passed on to third parties!
Just fill in the application form.
Our team will call you back and introduce you to all the advantages of our service.
Mystery shopping is a method aimed at obtaining an independent assessment of service. A mystery shopper disguised as a regular customer visits a designated restaurant/cafe/bar and records all the necessary details.
After the visit, the inspector fills out a questionnaire in which he or she records all the information obtained. The information obtained during the audit is analyzed and systematized by our specialists. Based on the final data, recommendations are made to improve the quality of customer service.
A professionally prepared questionnaire in accordance with the needs of the customer and taking into account the specifics of interactions with secret guests allows for an objective assessment of the required parameters. The presence of mandatory open-ended questions in the questionnaire allows you to get subjective impressions of the performers from the visits.
Interaction with mystery guests at all stages of the research provides an opportunity to obtain the maximum amount of information, as well as to clarify any details if necessary.
Verification and correction of reports by our specialists allows to exclude incorrect and incomplete reports in advance.
Providing a final report on the results of inspections saves you time. You don't need to analyze and look for ways to solve the problem yourself. We have done it for you.
You will learn how your staff communicates with customers when you are not on site, you will understand how things really work in terms of customer service. You will be able to quickly correct any shortcomings that arise. At the same time, your staff will feel comfortable without feeling controlled.
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