Hospitality managers at hotels, motels, casinos, boutiques and inns throughout the US, Mexico and Canada use Advanced Feedback to improve their sales, margins, and customer service.
Hotel Stay and Services
Highly experienced shoppers pose as your guests, completing detailed surveys and inspections for all service outlets: front desk, concierge, room, spa, golf, ... all experiences.
Food & Beverage
Those same professional inspectors will visit all food and beverage outlets: fine dining, lounge, room service, casual dining, pool side, cafe and more detailed inspections.
Phone testing and coaching fully customized to fit your unique challenges, or proven on-demand phone shop solutions to fit any scenario.
Hospitality managers rely on Advanced Feedback's in-depth narrative and analyses to monitor, measure and improve the guest experience.
How do mystery shopper services work?
From valet to checkout, our highly experienced and trained mystery shoppers visit all service outlets or only those you specify. Posing as a guest, they follow the scenario and detailed inspection guidelines that we customize for your exact needs and report back in great detail. Professional managers use these reports for an objective and honest assessment of the skills and service they provide - generating actionable, easy to implement, continuous improvement plans.
The evaluation begins once the mystery shopper arrives at the property. Following strict scenario and evaluation guidelines, they will visit the specified service outlets. This may include hotel stay, one or two dining experiences, and perhaps golf or a spa experience. You're in charge of what gets inspected and selecting scenarios to best represent your market. Posing as your typical guests our shoppers will inquiring about service, products, promotions, availability and options. In addition to our specific survey questions, shoppers are instructed to carefully note nearly everything they observe relating to the physical surroundings, customer areas, and all staff interactions such as door greeters, salesmanship, customer service, staff behavior and teamwork, finance/discount card offers and approach, etc. To accommodate this, Advanced Feedback mystery shops include both a full narrative and section-by-section comments.
Each mystery shopper evaluation will include the responses to our survey or your customized survey, performance scoring, secret shopper comments and any supporting photographs and/or video recordings if applicable. Each report will yield an accurate, actionable and objective scorecard, along with a detailed summary from the customer perspective but without a customer bias. The narrative and comments are an important element of sales evaluations. Written properly they enable management to dig deeper and "see" the entire customer experience and identify all service and sales gaps. Data from each evaluation is presented in a stand-alone report distributed via e-mail and available 7/24 via client login. Corporate level trend analysis and location-to-location comparision are an option for on-going volume programs.
This service is offered on-demand for quick start-up and minimal commitment -- or fully customized to match your exact needs. Service may changed at any time to suit your moving objectives.
For decades call centers, sales associates, and general managers have turned to Advanced Feedback's proven systems to identify, track and train for industry leading phone skills. Whether you require only a few calls to your property each month or thousands of calls to your national call center, Advanced Feedback has the solution. We have developed an industry unique on-demand phone shopping process that allows you to place orders and receive recorded phone skills calls and performance analysis reports within hours of your request! Likewise, Advanced Feedback maintains a full service outbound phone shopping center equipped and staffed to meet the most demanding customization and schedule requirements.