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Quality Assurance Mystery Shopping (also known as Mystery Shopping
or Secret Shopping)
i-SPY hospitality provides objective quality assurance mystery
shopper data to allow your business to reach its peak potential and
stay ahead of its competitors. Our custom quality assurance services
(also known as mystery shopper or secret shopper services) monitors
and evaluates each of the assorted aspects of the client’s operation
to ensure that standards of quality are met. It is a system designed
to detect, control and prevent errors and, ultimately, to further
your employees’ ability to appropriately provide for your guests and
customers.
As mystery shopper or secret shopper programs go beyond servicing
restaurants and other hospitality-based businesses i-SPY creates
custom quality assurance programs for the following: restaurants,
bars and lounges, telephones, banks, catering sales, gyms and
fitness centers, bowling alleys, retail, hotels, and distributors
and manufacturers.
Telephone quality assurance Mystery Shopping
Why do you need quality assurance for your telephone administrators
(aka, reservationists)? Because they typically are the first
interaction many guests have with a restaurant, and deemed by many
as a precursor as to the level of service and professionalism one
should anticipate during an impending dining experience. The duties
of those handling telephones go beyond gathering reservation and
contact info; they are the restaurant’s connection to potential and
future guests—in essence, an information liaison and salesperson.
i-SPY provides MP3 audio files of phone calls provided by our
trained mystery shoppers, allowing you to listen to and analyze how
your potential and future guests are spoken with when they call your
restaurant and converse with your employees. Our clients may then in
turn use the provided audio files as a training tool, allowing their
telephone administrators to listen and learn from their
conversations to increase their level customer service. This is the
ultimate goal of quality assurance mystery shopping—increase the
guest experience, which in turns will lead to an increase in your
return on investment.
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