Mystery Shopping

What is Mystery Shopping?

The principle behind Mystery Shopping is simple. A mystery shopper is someone who is paid to visit a business as a ‘typical customer’. During his or her visit, they will observe and evaluate the customer experience in all its dimensions.

Why Use Mystery Shopping?

• When location, pricing, and product assortment are no longer unique, service is often the key to success or failure
• It costs ten times more to obtain a new customer than to keep an existing one
• One unhappy customer will tell 5 other people of their bad experience with service

Benefits of Mystery Shopping.

• Monitors and measures customer service levels through a ‘typical’ customers eyes
• Improves customer retention
• Identify training needs quickly
• Ensures standards are achieved and upheld
• A cost effective way to gain impartial feedback

How to Make the Most of Mystery Shopping Programmes.

• Let employees know the programme is in place and what is expected of them
• Have a plan for publishing and using the findings
• Always use the reports in a positive manner to gain acceptance of the programme
• Provide rewards for excellent reports
• Evaluate only things that can be changed
• Use the reports to target training and operational adjustments

Get in touch today to discuss getting your Mystery Shopper programme in place. Don’t delay.

Why choose ASI Outsourcing for your Mystery Shopping?

Choosing the correct company to conduct your Mystery Shopping to measure your service levels is really important. It’s a big decision to make, get it right and you could see an improvement in your profits and success.

We can offer you:

• Mystery Shopping 5* Guarantee
• Personal service from the company owners
  
• Reports of a high quality with constructive comments
• Carefully selected shoppers for each assignment
• A reporting system that is available 24/7
• A flexible service, tailored to your needs

Hotels & Hospitality

ASI Outsourcing’s mystery shopping programmes are designed to measure crucial aspects of the guest experience, which ultimately affects guest satisfaction and loyalty.

Whether you are a small independent property, a group hotel or somewhere in between, ASI Outsourcing can tailor the programme to your requirements.

We can organise:

• Telephone Test Calls – to your Reservations team or Conference and Events department. By using real customer details we can deliver a call that is as genuine as possible. You can even listen to the whole conversation using our call recording technology.
• Showround Visits – linked to a test call, this can give you a fuller picture of how enquiries are handled by your staff. Used as a standalone assignment, we can assess how your team members handle ‘walk-in’ enquiries as well as pre-arranged appointments.
• Restaurant and Bar Visits – these are ideal for standalone restaurants or bars, and those within hotels. Our mystery shoppers will evaluate the entire experience, including the service, the food and drinks etc..
• Accommodation Visits – our most comprehensive package covers all aspects of your hotel, from the reservation call, food and drink, leisure club or spa and housekeeping through to checking out.

You will receive from us:

• Detailed reports after each visit is completed. Your report is checked by our Quality Assurance team before being made available on our online reporting system.
• Genuine feedback, at ASI Outsourcing we select the most suitable people to conducts your visits. We will allocate someone that closely matches your typical customer profile.
• Analysis, all your reports are held securely on our online reporting portal which allows you access when you want it. Each department manager or director can have their own login, which can be tailored to meet their access requirements.

Restaurants, Pubs & Clubs

ASI Outsourcing’s mystery shopping programmes are customised to create bespoke questionnaires and reports to meet your needs.

Your brand standards will be incorporated into the questions and used to evaluate the service, the food and drink, making the report fulfil your goals for the programme.

Whether you are an independent outlet or part of a larger chain, we can devise a programme for you.

You will receive from us:

• Detailed reports, after each visit is completed, your report is checked by our Quality Assurance team before being made available on our online reporting system.
• Genuine feedback, at ASI Outsourcing we select the most suitable people to conducts your visits. We will allocate someone that closely matches your typical customer profile.
• Analysis, all your reports are held securely on our online reporting portal which allows you access when you want it. Each department manager or director can have their own login, which can be tailored to meet their access requirements.

Retail Audits

Along with our retail mystery shopping programmes, we work with brands to ensure that their Point of Sale is displayed as it should be, to maximise exposure of your products. Our audits can also check stock availability, quality and freshness, along with price and promotion tracking.

Audits can be carried out overtly or covertly depending on your goals for the projects. Our shoppers have access to digital cameras, so we can provide full colour photographs of the displays if required.

Getting your products to market is difficult enough without the added headache of not being in control of the final stage – product placement and availability.

ASI Outsourcing can conduct audits on your behalf daily, weekly or monthly to ensure your products are where they should be.

Visitor Attractions

ASI Outsourcing’s mystery visitor programmes are customised to measure the vitally important aspects of your visitor attraction. With such a large number of attractions in the UK it is essential to ensure your visitors have a great experience. Our programmes can help you identify any areas of weakness that need to be focused on.

These visits will look at all aspects of your venue including any restaurants, cafes and gift shops. Do you have any conference or events facilities? These too can be assessed by our experienced team of shoppers.

You will receive from us:

• Detailed reports, after each visit is completed, your report is checked by our Quality Assurance team before being made available on our online reporting system.
• Genuine feedback. At ASI Outsourcing we select the most suitable people to conducts your visits. We will allocate someone that closely matches your typical customer profile.
• Analysis. All your reports are held securely on our online reporting portal which allows you access when you want it. Each department manager or director can have their own login, which can be tailored to meet their access requirements.