Mystery Customer – hospitality industry

We evaluate accommodation and food services with the help from specially-trained mystery customers. They pretend to be real customers and evaluate how well your staff meets your company’s standards.

Our clients include restaurants, coffee shops, hotels, and motels of various kinds, from fast food restaurants and hostels to fine-dining establishments and five-star hotels.

Evaluations with and without disclosure

Evaluation with disclosure

If the business cannot be evaluated in secret, the mystery customer discloses their status and provides identification. This⦁may be necessary if, for example, they have been asked to⦁inspect the kitchen. In this case, the disclosure is included in⦁the⦁mystery customer's engagement guideline.

Evaluation without disclosure

Evaluations without disclosure are necessary if the mystery customer’s primary objective is to evaluate compliance with⦁service standards. In this case, the mystery customer pretends to⦁be a real customer and evaluates the employees during every phase of the process, from check-in to check-out.

Kinds of evaluations

Evaluation with purchase

Restaurants, coffee shops, and hotels cannot be evaluated without making a purchase. The mystery customer cannot just go to an⦁establishment, sit there for half an hour, talk to the staff, and⦁leave. This would alert the staff. So we schedule a purchase or⦁reservation early in the planning phase.

Evaluation without a refund

A mystery customer cannot return a dish at a restaurant or a⦁room at a hotel. But if we need to evaluate employees in stressful circumstances, we select an appropriate scenario and plan non-standard “refunds.”

On-site and remote evaluations

On-site evaluation

On-site evaluations allow us to comprehensively evaluate an⦁establishment, including service, the cleanliness of rooms, restaurant kitchens, and other factors.

Remote evaluation

This entails the remote evaluation of the company’s employees. In⦁this case, the mystery customer might reserve a room at a⦁hotel or a table at a restaurant.

Our Six Step Process

We work with every client to understand what matters to their brand, and create a tailored program based on their challenges. Then we educate our mystery shoppers, validate knowledge transfer, draw up a schedule of visits
We visit the targets as per the agreed schedule and profile
We record audio of the visit, take photos or make videos, complete the checklist based on the results
Within the designated timeframe, we provide a full report on each visit on the web-based business intelligence platform
We create final report with recommendations based on the results of the service quality evaluation
We can organize workshops and practical seminars aimed at ironing out problem areas and training staff as required
We recommend performing an evaluation at least twice a month.
A real picture of your staff’s performance that identifies their strengths and weaknesses, a report on the evaluation, recommendations on how to improve employee performance and make your company more effective, and a motivational system in the form of a document.
How often should I perform an evaluation?

What will I get?


The cost of an evaluation depends on the restaurant’s level and is comprised of two parts: compensation for the check and payment for the evaluation itself.
If the compensation is smaller, the cost of an evaluation starts at $10. Compensation for the check and a payment to the consulting agency are added to this amount.

Economy-class establishments

Compensation for the check should cover a good meal for two. The mystery customer does not require any other payment for the evaluation. In this case, the client only pays for the agency’s services.

High-end restaurants

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