Retail Active Pioneers New Mystery Guest Programmes Within The Hotel Sector

Exceptional levels of customer service are vital to the success of any leading hotel brand. Hotels need to continually monitor and evaluate the service their staff offer their customers and are turning to Retail Active Mystery Guest programmes as a means to measure that service.

The benefits of Mystery Guest Programmes within hotels are endless. Not only do the programmes measure and monitor the levels of service the hotel provides, but helps to improve sales and customer retention. Continual measurement ensures standards are constantly achieved.

As the hospitality industry moves toward achieving higher standards than ever, the measuring and defining of customer service standards is essential.

The customer journey can start months ahead of a visit and the initial contact is vital to set the right impression. Mystery Guest Programmes tend to cover every aspect of the hotel visit from a customers perspective. This can be from the reservation process right through to check out and in some cases after sales follow up. Advanced Mystery Guest Programmes also review the hotels website and advertised features and offers.

Increasing staff awareness about the importance of customer service for each department helps to ensure that staff are clear about the standards required and how to achieve them.

Many hotels use customer surveys and satisfaction questionnaires as a method of collecting customer data but find that this does not give them the whole picture of the service they provide their customers.

Every customer touch point should be measured against set company standards. There are a wide range of service elements that can be measured and evaluated in every hotel department.

Hotel Mystery Guest Programmes prove to be most successful when every member of staff is involved in the process.Organisations who ensure staff are trained to understand the expectations of the customers they serve are rewarded with improved sales and increased customer retention.

Mystery Guest Programme reportage should always be shared amongst all staff within every department. This is so staff can see how they are performing against the criteria set. It is vital that reports are presented in a positive manner and wherever possible staff are rewarded for their achievements.

Hotel Mystery Guest Programmes are sometimes referred to as Mystery Shopping, Secret Customer and even Mystery Dining Programmes.

Restaurant Mystery Shopping.

Restaurant Mystery Shopping can help turn complaints into opportunities, accelerate sales and motivate both customers and staff. Using the right Restaurant Mystery Shopping Company is essential and can really take your business to the next level of success.

Restaurant Mystery Shopping programmes are applicable to all types of restaurants whether it is a sit down meal, Family style meal, or a pub meal. In fact Restaurant Mystery shopping programmes can be used for any food and beverage business in the hospitality industry, especially those that depend and rely on their customer’s happiness for them to succeed.

For any restaurant business the most important job of all is to make sure that customers are getting the best service that they can get. This will not only keep existing guests happy but can often generate additional business for them. Word of mouth is one of the best means of advertising, by keeping your existing customers happy you are guaranteed to get a lot more business. Remember every satisfied customer will become an advocate, they can tell up to three people all about the fantastic service and experience they have had!

Retail Active is a mystery shopping company that has developed a Restaurant Mystery Shopping Programme. This programme has been put into place to help identify the key aspects of your business. It will help generate the greatest business benefit and create strategic value and equity. Their experience in Restaurant Mystery Shopping is extensive; they are also the only Restaurant Mystery Shopping Company in the UK to have won National Training Awards. Retail Active takes training very seriously and will develop tools and materials that will make a lasting improvement for your staff and restaurant business.

The Restaurant Mystery Shopping reporting systems that Retail Active use are the most advanced and proactive available. They will work with you to develop objectives and measures supported by industry leading balanced scorecards, to make a real difference to your Restaurant Business.
Retail Active offers their Restaurant Mystery Shopping Programme with a risk free trial and quality guarantee. For more information on this Restaurant Mystery Shopping Programme, you can log on to www.retailactive.com or you can call Retail Active on 01235 438413 to find out further information or services that they offer.

Video Mystery Shopping

Video Mystery Shopping is a specialist market research technique using trained Mystery Shoppers equipped with hidden camera equipment to assess the experience of company’s products and services.

Mystery shoppers pose as normal customers to perform specific tasks such as purchasing a product, asking questions or to make a complaint. For Video Mystery Shopping to work effectively it is essential that they are trained video mystery shoppers and they are fully prepared and briefed on the projects business objectives. It is also crucial that quality covert recording equipment is used to avoid poor visual and sound recordings.

Video Mystery Shopping is a very powerful method of accurately recording what is happening within an organisation. It follows an agreed scenario to measure the performance of the business. Video Mystery Shopping covers aspects such as business compliance, sales and service as well as business performance, where it is tested against the measures set by the organisation or company.

This type of marketing research can take your business to new levels of success. There are several Mystery Shopping companies that offer Video Mystery Shopping. One of the most notable providers of Video Mystery Shopping is Retail Active. Their approach and purpose is to work with you to identify the key criteria important to your customers. Retail Active seek to help convert your customers into promoters of your business, sighting that measuring key aspects such as your ‘Lost Opportunity Cost’ and ‘Net Promoter Score’ which will help towards achieving your goals.
You may choose to use video footage as part of a training and coaching toolkit. Retail Active are winners of the National Training Award and are one of a very few companies in the UK that have won this prestigious accolade.

Video Mystery Shopping programmes make a significant and positive impact to company and staff morale. They also give you the opportunity to see the strategic opportunities to sell your products and services.

Retail Active are experts in Video Mystery Shopping services. They will give you the tools and support to make a meaningful and lasting difference to your business.
Retail Active provides research focused on delivering genuine business advantage to clients. If you would like to know more about the Mystery Shopping services they offer visit www.retailactive.com or call 01235 438413. Make the Retail Active advantage your advantage!

Mystery Shopping within the Hotel Sector

As the hospitality industry moves toward achieving higher standards than ever, the measuring and defining of customer service standards is essential.

Exceptional levels of customer service are vital to the success of any leading hotel brand. Hotels need to continually monitor and evaluate the service their staff offer their customers and are turning to Mystery Shopping Programmes as a means to measure that service.

The benefits of Mystery Shopping Programmes within hotels are endless. Not only do the programmes measure and monitor the levels of service the hotel provides but improves sales and customer retention. Continual measurement ensures standards are constantly achieved.

By increasing staff awareness about the importance of customer service for each department ensures that staff are clear about the standards required and how to achieve them.

Many hotels use customer surveys and satisfaction questionnaires as a method of collecting customer data but find that this does not give them the whole picture of the service they provide their customers.

The customer journey can start months ahead of a stay and the initial contact is vital to set the right impression. Mystery Shopping Programmes tend to cover every aspect of the hotel visit from a customers perspective. This can be from the reservation process right through to check out and in some cases after sales follow up. Advanced mystery shops also review the hotels website and advertised features and offers.

Every customer touch point should be measured against set company standards. There are a wide range of service elements that can be measured and evaluated in every hotel department.

Hotel mystery shopping programmes prove to be most successful when every member of staff is involved in the process. Organisations who ensure that every member of staff is trained in the service level standards set and understand the expectations of the customers they serve are rewarded with improved sales and increased customer retention. The Mystery Shopping Programme reportage should be shared amongst all staff within every department. This is so staff can see themselves how they are performing against standards set. It is vital that reports are presented in a positive manner and wherever possible staff are rewarded for their achievements. Hotel Mystery Shopping programmes are sometimes referred to as Mystery Guest, Secret Customer and even Mystery Diner Programmes.