Mystery Guest

We have been helping our customers to achieve excellence since 1993.

Our mission

We have been helping our customers to achieve excellence in the hospitality branch for more than 30 years. Our mission is to ensure that your services meet the highest quality standards, offering an unforgettable experience to your customers.

What is Mystery Guest?

Mystery Guest is an excellent tool for analyzing the quality of the service offered to your customers and the experience they have in your facility. It consists in the visit of an anonymous guest, who behaves like a normal customer, to evaluate various aspects of your property, such as cleanliness, welcome, concierge, quality of food and drinks, and staff interaction. At the end of the experience, the Mystery Guest provides a detailed report with relevant observations and suggestions, allowing you to identify some areas for improvement with our support and to implement strategies to raise service standards.

Our Mystery Guest team with over 30 years of experience in Mystery Guest surveys, is made up by reliable assessors with the right experience to evaluate all aspects of your service. We provide objective assessments tailored to each client’s specific needs. Our wide network of trained Mystery Guests extends across Europe and is ready to meet your needs.

Our Mystery Guest team

With over 30 years of experience in Mystery Guest surveys, is made up by reliable assessors with the right experience to evaluate all aspects of your service. We provide objective assessments tailored to each client’s specific needs. Our wide network of trained Mystery Guests extends across Europe and is ready to meet your needs.

The goals of our surveys:

– Analyzing new consumer behavior through understanding the evolving needs and expectations of your customers.

– Monitoring and carefully measuring performance with evaluating the efficiency and effectiveness of your staff and facilities.

– Ensuring quality hospitality by reaching high standards in welcoming and providing services to your customers.

– Identifying needs and requirements by helping you to develop new services that respond to customer requests.

– Analyzing efficiency and response times by evaluating speed and effectiveness in managing customer complaints and issues.

– Reducing inefficiencies and issues by identifying areas to improve the overall quality of the service.

The Areas of evaluation

Our surveys are able to identify the strengths and critical points of your structure:

– Booking processes: online reservations, via email or telephone.

– Welcoming and Receiving Customers: first impressions are fundamental.

– Cleaning and maintenance: ensuring clean, well-kept and well-maintained facilities.

– Staff: from the Concierge to any employee with whom you interact

– Catering services: quality of service in bars and restaurants.

– Additional Services: evaluation of wellness centers, swimming pools, gyms and beaches.

Our report

At the end of our check, we provide a detailed visit report with the performance of each hotel and/or restaurant, together with a summary report that analyzes all the areas assessed. Our report helps you understand your performance compared to the past, industry standards and competing facilities.

Recent projects

For one of the largest theme parks in Europe, we started with the need to analyze the level of entertainment provided to visitors. Our intervention immediately focused on identifying the main areas of concern and the opportunities for improving the structure and training of its staff.

Furthermore, after analyzing the park’s customer experience in multiple phases throughout the year, we created reports listing our observations and the areas needing improvement.

At the end of the intervention, a report was drafted identifying the areas of excellence to be highlighted and the critical issues to be addressed through a corporate training plan.

Customer Journey Analysis for a high-end restaurant group with exclusive locations, utilizing highly qualified mystery guests who provided targeted insights on improving the location, the dining experience, and engagement with the waitstaff.

Thanks to this monitoring activity, the group’s restaurants have achieved increasingly high performance over the years in guest interaction and in managing their dining experience.

For one of the most iconic 5-star hotels in the world, we analyzed the customer’s journey. Our intervention started with an analysis of the online reputation and then focused on evaluating the hotel’s customer experience: from information requests via email and phone to booking management, followed by analyzing the level of service provided to hotel guests with a focus on restaurants and hotel services (spa, bar, pools, and entertainment). A constant monitoring activity led to a significant improvement in the hotel’s performance, crucial for achieving excellence in customer relations.

Do you want to improve your company’s Customer Experience?

Discover how the Mystery Guest can enhance your customer experience and lead your company to higher performance.