Assessments

The GEM Solution


Assessments

Assessments are designed to support your team (in contrast to surveys which are about listening to guests). Whether you want a regular audit of brand standards or a review of the guest journey to support training, we’ll design a programme to match both your business objectives and your brand promise.

How it works

You have expectations for the behaviours, standards and processes that are necessary to deliver the experience you want for your guests. Our job is to measure those as objectively as possible and provide reports to help your teams to reflect, learn and improve. Most operators have an ongoing programme of monthly or weekly assessments which form part of a performance management cycle. The team know they are going to be silently measured, and this alone can often be enough to maintain standards.

Each assessment is completed by a registered mystery guest whose profile fits your brand. We brief them on your brand and what to observe before having a guest experience which is as natural as possible. The resulting report, based upon a questionnaire that we agree with you, is delivered to you and added to our reporting system within 1 business day. We’ll help you choose the right visuals and scoring to make the report personal to your business. And we can include image and audio files to bring it to life.

How it works

Our obsession with quality

Reports should lead to learning and action, and this will only happen if your managers can trust in the report contents. We really care about this, which is why every report is carefully checked by our team (never outsourced to proof-readers) who will be in close contact with your account manager to ensure the reports reflect what makes you different and that the questionnaire is working as it should.

If a report lacks sufficient detail or accuracy, it gets rejected and we complete another free of charge. We even complete anonymous peer reviews to ensure consistency. And we nurture a community of committed mystery guests who are prepared to go way beyond what you might normally expect from a mystery shopper.

Our obsession with quality

Types of Assessment

MYSTERY DINING: Used to assess an at-table experience where interactions take place over a period of an hour or two (wagamama or Greene King, for example)

MYSTERY SHOPPING: Used to assess a counter service operation where speed and first impressions count (Pret a Manger, for example)

OVERNIGHT STAYS: Used to assess an extended experience that brings the guest into contact with different departments (Malmaison, for example)

MYSTERY CALLS: Used to assess how effective your team are at managing enquiries or bookings over the phone (recorded calls can be included)

SHOWROUNDS: Used to assess the performance of your sales team. A mystery guest will be briefed on the scenario they need to follow, such as organising an event for a large number of guests (Sodexo, for example).

DELIVERIES: Used to assess the protection of your brand when it’s in the hands of a delivery company

LIVE EVENTS: People on the ground at major events to be an extension of your team and keep on top of fast-changing standards (Royal Ascot, for example)

PROJECTS: Used to target particular business objectives over a short period of time, such as a new service concept, new menu, new branch opening

Types of Assessment

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