Hospitality mystery shopping
A real customer walks in, follows your brief and tells you what happened: how long they waited, what they were offered, whether the table was clean and the order right. Scored against the standard you set, with photos.
What a shopper checks.
Each check is a question on your questionnaire, and you decide how much it counts towards the score.
- ✓The welcome: how soon someone greeted the shopper, and how.
- ✓The wait: time to be seated, to order and for food and drinks to arrive, against the targets you set.
- ✓The order: whether it arrived as asked, and what the staff suggested.
- ✓The venue: tables, bathrooms, the menu and the room, with photos where you ask for them.
- ✓The bill: paying, the farewell, and whether the shopper would come back.
An example brief.
Visit between 12 and 2 on a weekday. Ask for a table for one, order a main and a soft drink, and ask what the staff would recommend. Time how long the main takes to arrive. Before you leave, photograph your table and the bathroom.
Every brief is yours to write: what to do, what to ask, what to watch and what to photograph.
What the report shows.
Every visit is checked before it reaches you. Most reports land the day after the visit.
- ✓A score for the visit and for each section, such as arrival, service, food and the bill, weighted the way you set them.
- ✓Every timing against its target, marked pass or fail.
- ✓The shopper's account in their own words, with photos under the questions that asked for them.
- ✓Venue against venue, and this round against the last, when you run the same questionnaire again.
Questions about hospitality visits.
Can a shopper visit at a particular time?
Yes. Each job sets the days a shopper can visit (any day, only some days, or not some days) and the times (any time, before or after a time, or between two times). A Friday dinner check and a weekday lunch check can be two jobs.
Will my staff know it is a mystery shopper?
They shouldn't. Shoppers visit as ordinary customers and must not say they are mystery shoppers while at the venue. Each job can also stop the same shopper coming back too often.
Can I check every venue the same way?
Yes. Post one job to every venue you tick, all answering the same questionnaire, then read the scores side by side, lowest first, or compare venues directly.
How soon do I see the report?
Most reports land the day after the visit. Each visit is checked before it reaches you, and your team can have it emailed to them, PDF attached, as soon as it is.