(In Partnership with KPI Hospitality Services)
The Accommodation Association/KPI Mystery Guest Service offers standout accuracy, detail and value for money. Each Mystery Guest Report features a detailed visit commentary of 500+ words per module and highly communicative graphics showing the trends of individual properties over the last 6 cycles for every check point outcome on the report. These reports are built to the client’s specifications with provisions for minimal reworking on the client’s part in presenting reports directly to their teams. Individual reports are posted online and secured by password allowing for authorised access only.
What sets us aside from the majority of our competitors is the level of detail we put into each report. The expansive commentaries detail every facet of the interaction between the guest and staff members during the visit. The extraordinary feedback resulting from these detailed commentaries, along with a customised set of check point outcomes from which the visit is scored, makes our Mystery Guest Report unique in the market for its superior feedback. The quality and accuracy of our Mystery Guest Reports is the other significant edge we have over competitors. This claim is based on the fact that we pay our guests/shoppers on average 50% of the fee charged to clients. In dollar terms this is double the rate of most of our competitors. We do this whilst still keeping the overall cost to client the same as our competitors. In short, our clients receive superior Mystery Guest Reports at budget rates.
Why you need an effective Mystery Guest Report Program
-
A Mystery Guest Report program is the most effective way of measuring customer service and the selling skills practiced by your staff because it is done from your guest’s perspective.
-
Only through Mystery Guest Report feedback will you be able to precisely target what remedial training and coaching is required i.e. you might have made the surprising discovery that only 1 in 5 of your guests are being greeted, or that your staff are suggesting upgrades on only 5 % of the occasions where there was an opportunity to do so.
-
Business is tough, competitors match you on location, facilities, price and guest services, you need an edge and that edge is your staff performing at an optimum level.
-
Mystery Guest Report results are a major performance management KPI for your team leaders and their teams.
-
When you compare the costs of an effective Mystery Guest Report program to the sales revenue gains from your staff's improved performance from the resulting targeted remedial training, you will come to the conclusion that having a Mystery Guest Report program in place is simply good business.
-
Effective Mystery Guest Report programs are cost positive to your business.
The Risk in using Popular 'Check Box/Limited Commentary' Style Mystery Guest Report Programs
Staff morale can be hugely impacted from check box/ limited comment style Mystery Guest Reports. When a staff member receives a poor score for a check point on the report, the first thing they want to know is what happened, only to find there is no detailed commentary to support the score they’ve been given. Staff members need to know the Mystery Guest Report was completed by a professional and not just anyone making judgement calls and being placed in the privileged position of not having to explain themselves. Staff members need to read explanations of what triggered a particular score in the context of the whole interaction with the guest, they need to see the detail to have confidence in the report. Staff members only take ownership of the scores allotted when the interaction between the guests and themselves is documented in detail. Lack of detail combined with a poor score can lead to feelings of victimisation.
The reason check box/limited comment style Mystery Guest Reports are popular amongst other providers is simply because they are easier and more cost effective. They can pay the mystery guest less because it's ‘easy’ to do, however in reality the client runs the real risk of being served up inaccurate reports that are short on detail and hard to sell to your staff.
What sets us aside from the majority of our competitors is the level of detail we put into the visit commentary for each report. Typically, our visit commentaries are 500+ words per module detailing every facet of the interaction between the guest and the staff members during the visit. The extraordinary feedback resulting from these detailed commentaries, along with a customised set of check point outcomes from which the visit is scored, makes our Mystery Guest Report unique in the market for its superior feedback.
In dollar terms, this claim is based on the fact that we pay our guests/shoppers on average 50% of the fee charged to clients. This is double the rate of most of our competitors. We do this whilst still keeping the overall cost to client the same as our competitors. This business model delivers the quality and accuracy we demand from our valued and highly motivated guests/shoppers. Our clients attest to us being the best in the market in accuracy, detail and value for money.
Why you need KPI Hospitality Services as your Mystery Guest Report Provider
Experience
-
We have over 30 years experience in the hospitality/retail/service industries.
-
We have successfully completed thousands of mystery guest/shopper assignments covering a diverse range of hospitality / retail and service industry categories on a regional, national and international level.
-
As Trainers in our own right, we have written, developed and delivered customer service and selling skill training programs. We know what constitutes great customer service.
Our National Coverage
-
We operate regionally, nationally as well as internationally with some New Zealand and Asian clients.
-
We have experienced guests/shoppers in all major cities and most small regional centres across Australia.
-
We do not charge any extra for branches in remote regional locations.
Our Mystery Guests are First Rate
-
Potential mystery guests first have to make it through a rigorous selection process of which less than 5% of applicants are invited to join our staff.
-
Mystery guests then make themselves available for ongoing training based on the detailed feedback they receive from every assignment they complete. This results in our mystery guests continually improving on their performance.
-
Our mystery guests deliver the quality and accuracy we demand. As more than 50% of what we bill our clients is paid directly to them, they know they are valued, and in return prove to be highly motivated mystery guests who take their job very seriously.
Our Flexibility
-
There are no contracts to sign with KPI Hospitality Services. Our philosophy is simply "you ring we bring" leaving you with no obligation to commit to further cycles and you can even pause the service for any length of time depending on your cash flow or other business constraints.
-
You can have us change your reports for the next cycle at a moment’s notice i.e. changing scenarios, check point outcomes, score weightings, special focus questions and even adjusting analysis requirements.
Detailed Visit Commentaries
We are famous for our detailed individual module commentaries of between 500 and 700 words which provide context to the results achieved on the scorecard, many of our competitors score visits with minimal support information which can be quite dangerous.
Flexible and Detailed Analysis
-
We run both vertical and horizontal analysis of the individual reports giving you both detailed and consolidated data for each location, the entire group, as well as the period to date covering all previous cycles.
-
Specifically, our horizontal analysis allows for individual check points to be viewed as consolidated results across the entire group making for easy identification of specifically what remedial training and coaching is required.
-
Our analysis reports are designed to your specifications and prepared in a format of your choice saving you time when transferring results to your inhouse performance management programs.
Complete Reporting Service
-
As reports are completed they are made available online through your secure personalised page on our website allowing for access by your authorised personnel from anywhere on the globe.
-
A full set of analysis reports are made available online at the completion of each cycle.
-
On request, we provide you with a complimentary presentation binder at the end of each Mystery Guest Report cycle which includes all individual location reports as well as a full set of analysis reports.
Our Satisfied Clients
Over 90% of our clients have come to us by way of referral from our other satisfied clients many of which have been with us for years, quite an achievement in what’s typically a fickle market.
Our Fee Structure
-
We provide a premium Mystery Guest Report service at our competitors basic report rates.
-
You pay no more for locations in remote regional areas.
-
The fee for our Mystery Guest Report service varies depending on the volume and frequency of locations visits.
-
All meetings to set up and tailor the program are complimentary.
-
Changes to the content of reports such as check point outcomes or new analysis requirements are complimentary.
For further information on the Accommodation Association Mystery Guest Service please contact Ray Jeffery on 0401 352 449 or email Ray Jeffery.
(In Partnership with KPI Hospitality Services)
The Accommodation Association/KPI Mystery Guest Service offers standout accuracy, detail and value for money. Each Mystery Guest Report features a detailed visit commentary of 500+ words per module and highly communicative graphics showing the trends of individual properties over the last 6 cycles for every check point outcome on the report. These reports are built to the client’s specifications with provisions for minimal reworking on the client’s part in presenting reports directly to their teams. Individual reports are posted online and secured by password allowing for authorised access only.
What sets us aside from the majority of our competitors is the level of detail we put into each report. The expansive commentaries detail every facet of the interaction between the guest and staff members during the visit. The extraordinary feedback resulting from these detailed commentaries, along with a customised set of check point outcomes from which the visit is scored, makes our Mystery Guest Report unique in the market for its superior feedback. The quality and accuracy of our Mystery Guest Reports is the other significant edge we have over competitors. This claim is based on the fact that we pay our guests/shoppers on average 50% of the fee charged to clients. In dollar terms this is double the rate of most of our competitors. We do this whilst still keeping the overall cost to client the same as our competitors. In short, our clients receive superior Mystery Guest Reports at budget rates.
Why you need an effective Mystery Guest Report Program
-
A Mystery Guest Report program is the most effective way of measuring customer service and the selling skills practiced by your staff because it is done from your guest’s perspective.
-
Only through Mystery Guest Report feedback will you be able to precisely target what remedial training and coaching is required i.e. you might have made the surprising discovery that only 1 in 5 of your guests are being greeted, or that your staff are suggesting upgrades on only 5 % of the occasions where there was an opportunity to do so.
-
Business is tough, competitors match you on location, facilities, price and guest services, you need an edge and that edge is your staff performing at an optimum level.
-
Mystery Guest Report results are a major performance management KPI for your team leaders and their teams.
-
When you compare the costs of an effective Mystery Guest Report program to the sales revenue gains from your staff's improved performance from the resulting targeted remedial training, you will come to the conclusion that having a Mystery Guest Report program in place is simply good business.
-
Effective Mystery Guest Report programs are cost positive to your business.
The Risk in using Popular 'Check Box/Limited Commentary' Style Mystery Guest Report Programs
Staff morale can be hugely impacted from check box/ limited comment style Mystery Guest Reports. When a staff member receives a poor score for a check point on the report, the first thing they want to know is what happened, only to find there is no detailed commentary to support the score they’ve been given. Staff members need to know the Mystery Guest Report was completed by a professional and not just anyone making judgement calls and being placed in the privileged position of not having to explain themselves. Staff members need to read explanations of what triggered a particular score in the context of the whole interaction with the guest, they need to see the detail to have confidence in the report. Staff members only take ownership of the scores allotted when the interaction between the guests and themselves is documented in detail. Lack of detail combined with a poor score can lead to feelings of victimisation.
The reason check box/limited comment style Mystery Guest Reports are popular amongst other providers is simply because they are easier and more cost effective. They can pay the mystery guest less because it's ‘easy’ to do, however in reality the client runs the real risk of being served up inaccurate reports that are short on detail and hard to sell to your staff.
What sets us aside from the majority of our competitors is the level of detail we put into the visit commentary for each report. Typically, our visit commentaries are 500+ words per module detailing every facet of the interaction between the guest and the staff members during the visit. The extraordinary feedback resulting from these detailed commentaries, along with a customised set of check point outcomes from which the visit is scored, makes our Mystery Guest Report unique in the market for its superior feedback.
In dollar terms, this claim is based on the fact that we pay our guests/shoppers on average 50% of the fee charged to clients. This is double the rate of most of our competitors. We do this whilst still keeping the overall cost to client the same as our competitors. This business model delivers the quality and accuracy we demand from our valued and highly motivated guests/shoppers. Our clients attest to us being the best in the market in accuracy, detail and value for money.
Why you need KPI Hospitality Services as your Mystery Guest Report Provider
Experience
-
We have over 30 years experience in the hospitality/retail/service industries.
-
We have successfully completed thousands of mystery guest/shopper assignments covering a diverse range of hospitality / retail and service industry categories on a regional, national and international level.
-
As Trainers in our own right, we have written, developed and delivered customer service and selling skill training programs. We know what constitutes great customer service.
Our National Coverage
-
We operate regionally, nationally as well as internationally with some New Zealand and Asian clients.
-
We have experienced guests/shoppers in all major cities and most small regional centres across Australia.
-
We do not charge any extra for branches in remote regional locations.
Our Mystery Guests are First Rate
-
Potential mystery guests first have to make it through a rigorous selection process of which less than 5% of applicants are invited to join our staff.
-
Mystery guests then make themselves available for ongoing training based on the detailed feedback they receive from every assignment they complete. This results in our mystery guests continually improving on their performance.
-
Our mystery guests deliver the quality and accuracy we demand. As more than 50% of what we bill our clients is paid directly to them, they know they are valued, and in return prove to be highly motivated mystery guests who take their job very seriously.
Our Flexibility
-
There are no contracts to sign with KPI Hospitality Services. Our philosophy is simply "you ring we bring" leaving you with no obligation to commit to further cycles and you can even pause the service for any length of time depending on your cash flow or other business constraints.
-
You can have us change your reports for the next cycle at a moment’s notice i.e. changing scenarios, check point outcomes, score weightings, special focus questions and even adjusting analysis requirements.
Detailed Visit Commentaries
We are famous for our detailed individual module commentaries of between 500 and 700 words which provide context to the results achieved on the scorecard, many of our competitors score visits with minimal support information which can be quite dangerous.
Flexible and Detailed Analysis
-
We run both vertical and horizontal analysis of the individual reports giving you both detailed and consolidated data for each location, the entire group, as well as the period to date covering all previous cycles.
-
Specifically, our horizontal analysis allows for individual check points to be viewed as consolidated results across the entire group making for easy identification of specifically what remedial training and coaching is required.
-
Our analysis reports are designed to your specifications and prepared in a format of your choice saving you time when transferring results to your inhouse performance management programs.
Complete Reporting Service
-
As reports are completed they are made available online through your secure personalised page on our website allowing for access by your authorised personnel from anywhere on the globe.
-
A full set of analysis reports are made available online at the completion of each cycle.
-
On request, we provide you with a complimentary presentation binder at the end of each Mystery Guest Report cycle which includes all individual location reports as well as a full set of analysis reports.
Our Satisfied Clients
Over 90% of our clients have come to us by way of referral from our other satisfied clients many of which have been with us for years, quite an achievement in what’s typically a fickle market.
Our Fee Structure
-
We provide a premium Mystery Guest Report service at our competitors basic report rates.
-
You pay no more for locations in remote regional areas.
-
The fee for our Mystery Guest Report service varies depending on the volume and frequency of locations visits.
-
All meetings to set up and tailor the program are complimentary.
-
Changes to the content of reports such as check point outcomes or new analysis requirements are complimentary.
For further information on the Accommodation Association Mystery Guest Service please contact Ray Jeffery on 0401 352 449 or email Ray Jeffery.