Mystery Shopping Services
For 20 years, I-SPY Hospitality has followed a simple
formula with our mystery shopping services:
enhance and create more positive customer experiences plus
maximize on potential sales opportunities equals increased revenue
- restaurants
- hotels and resorts
- apartments
- auto dealerships
- competitor evaluations
- educational institutions
- fitness centers
- retail, food + bvg
brand reputation I-SPY Hospitality will customize a mystery shopping program to enhance the customer experience and increase sales for your restaurant, hotel or service-based business
WHY invest in a mystery shopping program?
✅ objective data points collected by third-party shoppers
✅ customer service is the #1 factor cited by customers on what created a memorable experience
✅ word-of-mouth – First-person or via Social Media – is the #1 source of referrals
✅ decrease the cost of hiring and training new employees A happier and more productive staff decreases turnover and training costs – employees will have a heightened understanding of expectations and accountability; they will earn more money via recommended sales strategies and ways to enhance the customer experience.
✅ keep staff “on their toes” – the next customer may be a mystery shopper, increasing the probability staff follows your standards of procedure
Actionable Data Points
customized for your team
to analyze and act on
✅ dashboard graphics customized to your needs
✅ METRICS for standards of procedure
✅ call to action lists to readily implement
✅ subjective summary from the guest’s perspective
✅ YTD scoring by location, company + benchmark
4 Steps To
Increasing Revenue with I-SPY Hospitality
let’s discuss how we can help improve your customer experience and increase revenue – schedule a call!
we customize reports based on the standards of service you teach your employees
we schedule mystery shops, gather data, produce the report, and forward to your management teams
your management teams analyze and act upon the report data as a training tool with location staffs
“People come for the food. They return for the service.” – Tom Colicchio, on “Top Chef”
Restaurants
Hotels and Resorts
“Different products call for different approaches. Even if a potential sales partner or rep has a winning track record, you still need to train them in the art of selling your products and services effectively.” – Tony Robbins
Sales Fulfillment
more
Mystery Shopping 101 and FAQ
Q: What is mystery shopping?
A: Mystery shopping is the process of objectively collecting information for a business, by an independent person, anonymously, so they may learn about their typical customer experience.
Q: What is the purpose of hiring a mystery shop service?
A: To increase revenue! Reports are used as a training tool so a business may learn how to provide a better customer experience and maximize on potential sales opportunities.
Q: What is a mystery shopper?
A: The person assigned on behalf of the mystery shop company to gather information about a business. They are compensated for their time and effort with a fee and reimbursed for out-of-pocket expenses.
Q: How is someone assigned to secret shop my business?
A: Mystery shoppers may be assigned based on someone reflecting your typical customer, and their level of competency as a mystery shopper from previous assignments.
Q: Is the person assigned to mystery shop my business considered an employee of my company or of I-SPY Hospitality?
A: A person assigned to perform a mystery shop is not an employee of your company or of I-SPY Hospitality, but an independent contractor.
Q: What is the information gathered by the mystery shopper based upon?
A: Our reports are customized to gather information about your business based on your standards of procedure and touch-points.
Q: Are mystery shoppers allowed to post info from an assignment on social media?
A: No way! Before someone is considered as a mystery shopper for I-SPY they are required to sign an Independent Contractor Agreement (ICA). The ICA states that all information gathered during an assignment is solely for the use of our client and they are forbidden to post about it for public consumption.
Q: Does the mystery shopper perform the assignment alone?
A: Typically, a restaurant assignment is for the mystery shopper plus one guest. If an assignment is sales-based, the mystery shopper may be instructed to do it alone. Essentially, we will replicate whatever your typical party size or customer is.
Q: How does the mystery shopper know what to do?
A: With each assignment, our mystery shopper receives instructions specifying what to do, what to order, and what to ask or not ask, and when they are to do it.
Q: Will they act like one of our typical customers?
A: In a nutshell, yes! Our mystery shoppers are instructed to act as your typical customer would act. If a party of two usually orders a pizza, an appetizer and a round of wine, that is what our mystery shopper orders during an assignment. If a perspective customer at your fitness center typically asks about membership pricing or monthly specials, this is what we ask during a mystery shop.
Q: How much time does the mystery shopper have to submit their report?
A: Our mystery shoppers must submit their report within 24 hours of their assignment.