How can we help?

 

Even if your guests were promptly escorted to their tables, meticulously served and everything within sight was spotless—among every other detail of your service script—the guest may still feel “the service was too stuffy” or a dozen other similar complaints. What they’re most likely referring to is how they were made to feel rather than the mechanics of the experience. We understand the nuances in service excellence, and so do our shoppers. Partnering with us helps maintain service standards and guest satisfaction in your hotel, restaurant, nightclub, or retail locations. Ironically, every hospitality issue is within your staff or managers’ power to address if they know what to do and feel empowered to take action. Our mystery shopping programs are tailored to help management monitor staff performance and build their capabilities.

 

Monitoring performance for guest satisfaction.

 

Similar to reviewing the numbers each day, a shopping program is a control system to ensure your operations are running smoothly and an early alert to potential issues. Invision’s shopping programs provide an unbiased perspective on how well your expectations of service and hospitality are being executed. It can also be an effective tool to discuss expectations with staff, track improvements and reward team performance. Our shoppers are highly trained observers that understand what should happen at each point in the service script and know how to discretely evaluate the subtleties of service in any number of scenarios.

 
 

Setting Up A Mystery Shopping Program

 

1.Mapping the Guest Experience

From the moment a guest visits your website or phones for a reservation, until they depart your venue, we help you identify how you want hospitality to be expressed at specific touch points in the service script.

2.Shop Design

Every shop audit is designed to evaluate each touch point in the guest experience with scoring and narratives. The calibrated scoring provides management with a quick check on its operations as well as benchmarks for long-term improvement. Detailed narratives give insight into specific incidents and staff actions on a particular shop. We work with your team to create a tailored shop form for each of your locations.

3.Scheduling & Shopper Demographics

We’ll recommend a schedule of shops, varying shifts and days to provide a well-rounded assessment of your operations. Our shoppers are selected to review venues based on their fit in your venue.

4.Comprehensive Reports

Within 3-5 business days, reports are available online and emailed to your team. Each report provides an executive summary with a top-line review of performance overall as well as detailed narratives to inform next steps.

5.Program Reviews

Cumulative results of shops are reviewed with management annually at minimum, to ensure programs are responsive to your evolving needs. We are always available, as needed, and at your convenience.

 

Have a special mission for us?

 

Outside our formal mystery shopping programs, clients often have special requests for our expertise. Types of projects we’ve handled include:

  • One-time audits of specific elements of service or hospitality

  • Brand audits and competitive reviews of other venues

  • Talent Management team building sessions that help create high performing workplace cultures