.SERVICES

i-SPY provides restaurants and other hospitality and service driven businesses invaluable insight to view their operation through the eyes of their guests. Our custom reports — available "24/7" on your own pass code-protected Internet webpage — may include detailed narrative analysis, easy-to-employ recommended strategies, numeric grading, trending reports, and MP3 audio files of telephone administrators so you may hear how your future guests are spoken to during phone calls.

industries we serve
No matter the industry, quality assurance evaluation is a key to ensuring employees perform tasks according to company guidelines and strategies, and thus fulfilling department and company goals.
restaurants
       • trend-setters
       • Mobil, AAA and Michelin Guide
       • franchise/chain/casual/family
       • byo
telephone administration
banks
bars, clubs and lounges
• bowling alleys
catering sales
distributors/manufacturers
• fitness centers/gyms
hotels/resorts
• sales compliance

Reasons to invest in a quality assurance "mystery shopper" program
Businesses invest in construction, architectural planning, rent, managers, décor, advertising, public relations, and countless other tangibles—all of which serves to attract guests. Quality assurance is a means of maximizing service and sales performance and retaining guests.

• Service is the issue most often cited by guests when speaking of a memorable experience—good or bad. If a guest has a negative experience, there are countless establishments eager to earn their business.

• Word-of-mouth advertising is the number one source of restaurant referrals. 95% of your guests will never communicate a negative experience to an employee; they just won't return to your establishment. Moreover, one unhappy guest will tell eight to 10 others of their negative experience; each of those 10 will tell five additional people.

• It costs 5X as much to attract a new guest as to keep an old one. You will reduce advertising expenditures by providing the best possible experience to those already frequenting your establishment.

• Your employees, aware their next guest may be a "mystery shopper," will work at an increased level of performance.

• With quality assurance reports as part of your ongoing employee training program, your staff will have a better understanding of their expectations, which will ultimately reduce the cost of hiring and training new employees.

• Your employees will earn more money via our recommended sales strategies and learn ways to enhance the experiences of their guests, which leads to a happier and more productive working environment.

Our custom reports may include detailed narrative analysis, easy-to-employ recommended strategies, numeric grading to chart performance, trending reports to chart progress, and MP3 audio files of telephone administrators so you may hear how your customers are spoken to during phone calls.

For a sample quality assurance report that will suit your company’s needs and help meet its goals contact Marc Kravitz.