Quality control of the services provided to the tourist

When a customer goes to a travel agency, in anticipation of a vacation, he or she expects the manager's best performance. Every person wants a vacation and vacation planning to be top-notch.

So what a customer may encounter at a travel agency

Are you sure it's your company are missing
all these items?
Would you like to check it out?

  • Ignorance
  • Slow speed of tour selection
  • Irrelevant information
  • Deception

To look at the work of your managers through the eyes of an ordinary client you can use the service "Mystery Shopping".

Based on the results of the study, you will know:

  • What the client likes and dislikes about the agency.
  • Whether managers are following all standards.
  • What the staff look like, how they communicate, whether they offer additional services.
  • Whether order is maintained in the office. At what level is the quality of service.
  • The speed with which employees respond to customer inquiries.
  • How well the manager has up-to-date information about tours.
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How a travel agency is inspected

On a pre-arranged day and time, the mystery shopper comes to the travel agency and acts according to the received legend.

Depending on the objectives of the research, the legend may be different. A mystery shopper may request a certain tour or, on the contrary, pretend to be a client who "wants something but doesn't know what" and seek help from the company manager.

In the location, the mystery shopper:

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Asks specific questions,

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Makes audio recordings,

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Assesses the appearance of employees,

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Assesses the cleanliness of the office.

After the visit, the secret guest urgently fills out a questionnaire, which he sends to his coordinator along with the artifacts.

There are several stages in the mystery shopper study

1

Preparatory stage

The script, legends, questionnaires are developed and agreed upon.

Casts mystery visitors according to the company's target audience; prepares for the specifics of the audit.

An online project is being prepared.

2

Conducting an audit

Mystery visitors make visits to the location being inspected and conduct assessment work as assigned.

Questionnaires are being filled out.

3

Analysis and reporting

Processing of questionnaires by managers.

Providing a reporting package: questionnaires, audio recordings, photos and other reporting agreed upon in advance.

Mystery client - an employee specially selected according to the set parameters (an average customer) - who performs a check according to the set scenario

What are the benefits of the mystery shopper method

A professionally designed questionnaire in accordance with the needs of the customer and taking into account the specifics of interactions with secret visitors allows you to objectively assess the required parameters. The presence of mandatory open-ended questions in the questionnaire allows you to get the subjective impressions of secret shoppers from the visits.

Matching mystery shoppers to a typical image of a potential customer minimizes the disclosures of the reviewer - and therefore increases the validity of the research.

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 audits saves the client's time for independent analysis of the provided data, gives an opportunity to look at the information with a different professional view.

Our agency has an extensive base of experienced mystery shoppers.

The database is replenished on a daily basis. Depending on the mystery shopper portrait required for verification, drawn at the preparatory stage, we select a suitable candidate.

All selected mystery shoppers receive audio training on the features and specifics of each project. The mystery shoppers are provided with all necessary materials: questionnaires, legends, instructions, and addresses. Immediately prior to the audit, mystery shoppers undergo a survey to control the assimilation of information necessary for participation in the project.

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How the results of audits are processed

After completion, the reports are entered into the online system, and the questionnaires are sent to the validation department specialists for verification.

Each report is reviewed in several stages:

1

Checking to make sure all fields on the form are filled out and that all necessary artifacts (audio, photos, receipts, etc.) are present.

2

Checking whether the provided data corresponds to the audio recording

3

Checking for spelling, logical and punctuation errors

Once all validation steps have been passed, reports in the system become available for viewing by designated client representatives.

What is included in the final reporting

At the end of the survey, a summary table of results is compiled for all chain hotels and employees.
On the basis of the analysis of the data received, the specialists of the Project Department form a final analytical report on the results of audits

The summarized report includes:

  • General information about the project carried out
  • Assessment of service level by predetermined blocks
  • Integrated results
  • Correlation analysis
  • General conclusions
  • Information on "points of growth"
  • Recommendation box

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Creating an online project. Analysis and report of the study

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The online reporting system creates a project for each client.

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Personal accounts are prepared, accesses are set up depending on the area of responsibility of the client representatives.

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The address program is loaded.

Conducting mystery shopper checks on a regular basis is an opportunity:

  • - constantly monitor and improve the level of service in the company,
  • - to be better than the competition,
  • - increase the flow of satisfied customers,
  • - to maximize profits.
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What are the benefits of a Mystery Visitor check?

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Sales growth and profit increase

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Customer focus assessment

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Increasing the flow of regular and new customers

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Level control services

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Analysis of companies competitors

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Motivation for employees

Why you should contact us

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 all about mystery shopper research:

  • how to organize,
  • how to recruit staff,
  • how to analyze the data obtained,
  • what effective recommendations to offer.

Privacy

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!

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We work throughout Russia and the CIS

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Get Started Today!

Just fill in the application form.
Our team will call you back and introduce you to all the advantages of our service.

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