Mystery Shopping

We work with clients that care

We support businesses throughout the hospitality sector. 

Whether our clients have one operation or a hundred, we represent those that want to know more about their business. From exclusive hotels, restaurants, bars and spas, to racecourses, football stadiums, concert halls, stately homes and wedding venues, our reports help every organisation to be better.

mystery diner
guests going into hotel

Through the customer’s eyes

By introducing one of our mystery shopper programmes, you’ll have direct access to feedback on the successes and potential shortcomings that your consumers experience.

Mystery Shopping has become an increasingly popular service for companies seeking to extend their market research activities, ensure quality control, and to check compliance and that regulations are being met within their businesses.  From our Mystery Shoppers having dinner and an overnight stay to purchasing a product and asking specific questions, or one of the many other customer service experiences assessed, you’re in full control of what you want, and what insight you need from the assessment.

Your assessment, your way

You can combine any types of visit into one convenient assignment:

bar tender

Fast food outlets, top-end gourmet restaurants, and high-street bars – whether you’re part of a national chain or an independent business, we can help you identify where your clearly defined procedures and quality standards are not being met. From customer service to timings and efficiency, food and drink presentation and quality, and more. These programmes go a long way towards achieving consistent service standards.

hotel room

From check-in to check-out, discover how your guests find their journey within your hotel. With a full rundown of making the reservation, in-stay service, on-site facilities, and team competency – we’ll help your teams exceed guest expectations time after time. And we can help with post-visit support and training to get things back on track.

spa days

Fast food outlets, top-end gourmet restaurants, and high-street bars – whether you’re part of a national chain or an independent business, we can help you identify where your clearly defined procedures and quality standards are not being met. From customer service to timings and efficiency, food and drink presentation and quality, and more. These programmes go a long way towards achieving consistent service standards.

waitress on telephone for customer service

Our Mystery Test Call shoppers work to clearly defined templates, tailored to your company’s telephone standards. This will evaluate whether your enquiry teams are proactive, efficient, and polite and have the required level of product knowledge when dealing with incoming calls. From booking overnight stays and restaurant reservations, conferences and events, spa treatments and leisure club membership. We all know the importance of the first impression.

o2 arena night aerial

Whether you’re selling a wedding venue, exhibition space, or training facilities we’ll identify the successes and areas-of-improvement for individual members of your sales team. Evaluating levels of product knowledge, basic selling skills and the ability to meet sales policies and procedures, you’ll receive invaluable information for one-on-one feedback.

SnowDome -Tamworth- 2013 ski board boarding snow instructor lesson tube

Taking the role of a visitor, our mystery shoppers will evaluate every step of their journey. From museums and zoos to stately homes to world-famous theatres, you’ll receive feedback on your website, local signage and parking, entrance policies, ticket sales services, toilet cleanliness and on-site retail and food outlets. With as many as 25 interactions to report, our mystery visitors provide invaluable insight.

girl serving coffee

Much like our Mystery Guest service, our retail shoppers will report their complete experience in your store, from stepping through the doors to their time at the till. Working to your brief, they’ll report on customer engagement, selling skills, point-of-sales material, payment procedures and more. Fuel positive change in your shop.

waitress on telephone for customer service

Online Customer Feedback

Our Mystery Shopping programmes evaluate performance against key operating standards and procedures. Our Online Customer Feedback surveys let you know how well your standards, and crucially your performance against them, meets with your customer’s expectations. They also provide an indication as to how likely they are to return and recommend you.

Employee Engagement Surveys

Having well trained and motivated employees, who feel engaged with your business and its ethos, improves retention and can have a very positive impact on results.

Our confidential Engagement Surveys provide a real ‘temperature check’ as to how your team members feel about their employment, under a number of key headings and in considerable depth.

Operational Audits

Along the lines of an ‘Executive Mystery Visit’ this is a review of your operation from a customer’s side of the business by hospitality professionals. It would typically incorporate feedback in respect of operational standards and procedures, customer service and sales awareness, management involvement and areas of compliance.

What our Shoppers say:

We provide you with a full and detailed report of your operating standards and customer experience.

True Reporting

To guarantee the top-quality results you expect of us, we use handpicked, trusted mystery shoppers to carry out the report on your business. We tailor our approach to each client based on their location, sector, and customer demographics, so you get an accurate and reliable report every time.

prophet platform dashboard on mobile and tablet
progressive training team group

Responsive Training

Our support doesn’t have to end with your assessment. Once you’ve received your report, we’ll be on hand to assist you with training and advise you on achieving your customer service vision.

Working with Service Scan has always been a pleasure, their down to earth approach and sensible advice have had a marked impact on the service we deliver our guests and also have a direct impact on ROI. Their mystery shoppers are of a very high quality, and have always remained a mystery, and test calls for reservations are invaluable for training. I would highly recommend their services.

Kate Hart, Capital and Levin Hotels – now an independent consultant

Our Mystery Shoppers are experienced, dedicated and discreet

Call us, and let’s chat about how our experienced Mystery Shoppers can help you to improve your customer relations, and business, today.