The hospitality industry understands the importance of constantly improving across all touch points to keep customers coming back. Service, price, and the quality of food and drinks are just a few of the critical factors that hospitality business owners must consider if they want to survive and remain competitive in a challenging industry. But how do you identify the areas that need improvement? This is where mystery guest reviews can be extremely useful to your business.
What do mystery guests do, how and why?
A mystery guest is someone hired by a restaurant to provide an unbiased assessment of how well it performs in areas such as customer service, restaurant cleanliness, and food quality.
Mystery guests are trained professionals who conduct research and provide feedback against a pre-determined brief, typically working anonymously as actual customers to ensure that real insights are provided to help the business.
The mystery guest’s report findings can be used to pinpoint strengths and weaknesses, highlighting areas that need improvement and equipping hospitality business owners with invaluable insights to help them streamline operations and raise customer satisfaction.
The advantages of mystery guest reviews in the hospitality industry
Mystery guest reviews are an invaluable asset to the hospitality industry, providing objective feedback on customer service and other areas of performance. Here are five advantages a mystery guest review can bring to your hospitality business:
- 1
Mystery guests provide an objective evaluation of overall service, from ensuring that staff are well-trained and up to date with the latest industry standards to confirming that food is served timeously and of a high quality
- 2
Mystery guests can also help identify potential risks to the business that could have a negative impact on operations and customer experience.
- 3
By gathering information on areas such as cleanliness, attention to detail, and promptness of service, hospitality businesses can use the feedback provided by mystery guests to identify areas of improvement and ensure that their service levels remain consistently high.
- 4
Mystery guests give accurate feedback on the quality of customer care, which helps businesses in the hospitality industry learn more about what their customers want and need from them.
- 5
Mystery guests can be invaluable in helping to keep hospitality businesses one step ahead of their competitors and keep customers coming back.
Why choose Capcon for your mystery guest reviews?
Capcon’s Mystery Guest Reviews provide a thorough, unbiased, and analytical analysis of a variety of service standards used throughout a hospitality business. We work across the industry, from restaurants, hotels, and pubs, to casinos, theaters, and racecourses. All our mystery guests are highly trained professionals with extensive hospitality and service industry experience, meaning they can accurately assess any customer experience and identify areas for improvement in both quality and efficiency. With this real-time feedback, companies can adjust as necessary to guarantee a positive customer experience and boost revenue.