A mystery guest provides a guarantee of the following:

• independent evaluation of the service quality for your clients;
• control of the compliance with corporate service standards;
• evaluation of the company’s position in the competitive set;
• provision of different kinds of information, which are relevant at a specific moment of time;
• detection of dishonest clients.

When analysing the results of the monitoring, we focus on the most common service problems and compile ratings as well as profiles of the reviewed points of employee-customer interaction. An adequate analysis of the "Mystery Guest"-monitoring, makes it easy to transform its results into a system of actions for increasing service quality. The report includes:

• A questionnaire, where the results of the monitoring are compiled;
• An audio recording (conversation record). We record the communication between a mystery shopper (a test customer) and the hotel staff.
• Photos – on customer's request, we can provide photos in addition to the mystery shopper's report (of the frontage or shop windows).
• An analytical report. Its format and content are compiled specifically for each individual case and for each survey. A condensed analytical report and a statistic summary are produced in our online system according to the Mystery Shopper method.