Mystery Audit

The strategic tool for measuring guest and customer satisfaction and providing excellent service.

Mystery Audit

We measure and analyse the quality of your service and the emotional experience of your guests and customers.

Through a detailed and tailor-made analysis, we together define your needs and schedule one or more mystery audits in your facility. We assign our internationally certified mystery auditors to carry out the incognito audit and then we observe together with you the results that emerge from the report, drawn up at the end of the experience.

Why schedule a Mystery Audit:

Each Audit Project is created on the basis of the business needs that represent our goal of analysis. Through a descriptive, analytical and technological tool, we can measure multiple factors that, together, represent the value of your organisation in economic and interpersonal terms with guests and customers. In detail, the Mystery Guest is useful for:

To improve guest and customer satisfaction

To obtain an in-depth insight into how your facility is perceived externally

To observe the quality of interactions between guests and staff

To measure lost revenue opportunities

To optimally compete in the market

To optimise revenue and minimise communication mistakes with guests and customers

To observe and improve loyalty programmes

To verify the application of standards in your facility

What we observe, measure and analyse:

Quality of service provided

Areas of strength and improvement in each department

Quality of the emotional experience experienced by the guest and/or customer

Missed Revenue Opportunities (MRO)

Standards of service and behaviour

Communication between departments

Level of leadership and emotional intelligence

Attitude to sales and proactivity

Contact us and let's develop the project for your organization together

Contact us
Dashboard with data summary
Identification of areas of strength and improvement
Detailed report on the emotional experience
Identification of Missed Revenue Opportunities

Who do we address?

4 and 5 star hotels

Restaurant business

Wine Hospitality

Spa & Wellness

Luxury Retail

Luxury Event

Camping & Resort

VIP Services

An Example of Mystery Audit Analysis

1° STEP

  1. Online or face-to-face meeting
  2. Exploration of your facility’s needs
  3. Priority setting

2° STEP

  1. Project Development
  2. Definition of the number of audits needed
  3. Development of Mystery Audit scenarios

3° STEP

  1. Study of certified Mystery Guest profiles
  2. Selection of the Mystery Auditor aligned with the scenario
  3. Assignment kick-off

4° STEP

  1. Presentation of your scenario to the Mystery
  2. Preliminary call with the Mystery before the experience
  3. Follow-up after the experience

 

5° STEP

  1. Mystery Guest report processing
  2. Internal verification review of the information
  3. Data reading and study

6° STEP

  1. Schedule the date for the sharing of reports with management
  2. In-person or online sharing of reports
  3. Sending the report to management

7° STEP

  1. Development of an Action Plan to develop the areas of improvement that emerged
  2. Training with staff
  3. Monitoring of improvements with another Mystery Audit

Download the Guest Experience Portfolio and find out more about customized solutions

Mystery Audit Report

intuitiveness, convenience, effectiveness

Hospite's methodology is based on three fundamental pillars: intuitiveness for the reading of Mystery Guest reports, practicability and effectiveness of what is observed and reported.

01

Descriptive report

to collect all the detailed information about the experience of the Mystery

02

Bullet point 

with areas of strength and improvement of each analysed touchpoint

03

Concrete data and graphics

to visually understand the impact of the quality of service

04

Emotional Experience Analysis

to observe the emotional engagement of guests and customers at every moment of the experience

Schedule an in-depth free call with Francesca

Contact us to develop your training path in Hospite. Francesca will answer your questions and guide you towards the most suitable activity for you and your needs.

Your frequently
asked questions
Write to us at info@hospite.it and we will schedule an in-depth call to understand your facility/company's needs and then organise the incognito audit.
The Mystery Audit service is not a tool for judging people, it is not a tool to punish staff or to certify particular merits. It serves to analyse the service offered, to understand what works best and what can be improved.
Our Mysteries are professionals who have been selected and trained in our own Academy. In addition, all the Mysteries involved in our consultancy projects are those who have passed the mandatory examination following the training course. Each Mystery therefore holds the internationally recognised certification from the Institute of Hospitality in London.
We currently offer four types of audits, designed and developed according to the target audience: the luxury hotel industry, the retail world, wine hospitality and the restaurant business.
After the sharing we always recommend starting the next step, i.e. training and coaching for the staff involved in order to develop all those areas for improvement that emerged from the Mystery Audit.
It depends on the type of establishment and the needs of the management. Typically, the Mystery Audit has a minimum duration of one night and a maximum of 7 for luxury resorts.

Contact us
to get more information

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