Mystery Visits and Calls

Mystery Visits and Calls


The things we observe will be the things that get done

A MYSTERY VISIT PROGRAMME CAN PAY FOR ITSELF MANY TIMES OVER. Much of this comes from reinforcing the role of servers to sell more through good service. Where we have measured the impact of a new scheme, the average transaction value has increased by 5-10%. This is often due to fewer opportunities being lost to sell additional drinks or sides. But it also comes from ensuring that the team are consistently maintaining brand standards and processes that increase the chance of a guest returning or recommending.

Let's talk about driving sales through service
A MYSTERY VISIT PROGRAMME CAN PAY FOR ITSELF MANY TIMES OVER. Much of this comes from reinforcing the role of servers to sell more through good service. Where we have measured the impact of a new scheme, the average transaction value has increased by 5-10%. This is often due to fewer opportunities being lost to sell additional drinks or sides. But it also comes from ensuring that the team are consistently maintaining brand standards and processes that increase the chance of a guest returning or recommending.

Features include

OBJECTIVE MEASUREMENTS

Mystery guest assessments are the only practical way to objectively measure the delivery of standards, processes and behaviours, free of any subjective opinions.

DETAILED COMMENTS

A key feature of our reports, as distinct from many mystery shopping companies, is the depth of factual detail, often against all questions. These help you to picture what actually happened.

BRANDED REPORTS

Reports delivered to your teams as PDFs are branded, but this can be more than just your logo. Some clients take the opportunity to create a brand specifically for their programme to communicate the purpose and drive appropriate actions.

DISPLAY OPTIONS

Many of the options we’ve been asked for over the years have found their way into our standard product, including pass/fail, focus questions, historical results, question categories, guest journey stage, and company comparison.

ASSESSMENT TYPES

In addition to the standard recurring mystery visits, there are other types that we can track separately, including deliveries, phone enquiries, sales showrounds, and projects (such as new openings).

IMAGE AND AUDIO FILES

A picture tells a thousand words. Useful images can be added to your report for viewing in The Hub, as can recordings of telephone enquiries.

CAREFUL VALIDATION

The accuracy and usefulness of our reports is really important to us, and understanding your culture and expectations are key to this. So unlike many mystery shopping companies, we don’t outsource proofreading, but carry out our own extensive quality checks on every single report.

NEXT DAY DELIVERY

No waiting around for the results. A detailed report for a visit completed today will be in your inbox and in The Hub by the next business day. Unless, that is, you want to hold back reports until the end of the period to keep teams on their toes – we can do this too.

NATURAL EXPERIENCES

Each guest experience is as natural as possible, rather than an ‘assignment’. So normally, the mystery guest will have chosen to visit your venue because it’s the kind of thing they like to do and it fits their schedule.

QUALITY INCENTIVES

The status of our mystery guests is driven by the quality of their recent reports, so we can ensure they are motivated to make accurate observations and useful descriptions.

MODULAR E-LEARNING

In The Hub, managers can access a series of Little GEM e-learning modules, each aligned to a segment in the wheel, to help train your teams in best practice and get great results.

BENCHMARKING

Managers can see how they compare to other locations through the use of league tables and other benchmarking options.

Get a quote

Other modules you may be interested in: