Mystery Client Assessment
A systematic evaluation of service quality
The Mystery Client service is a practical method to collect the required information in a systematic way. It allows a quick reaction to service weaknesses and the issue of instructions to staff for daily service.
Context
Service quality is a key factor for retaining and gaining clients. By using the Brücke Virtus Mystery Client service you will be able to quickly diagnose the critical points of your service cycle and act upon the causes of declines in customer satisfaction and loyalty.
What the service delivers
- Improved staff motivation and sales morale
- Fostering guest loyalty
- Reduction of claims and complaints
- Control of service procedures
- Follow-up on sales campaigns and merchandising
- Measuring the impact of training programmes
Methodology
- Meeting with the client to determine the important areas and service points
- Development of the standardised programme and checklist
- Briefing of the Brücke Virtus mystery clients
- Visit to the hotel, restaurant or store
- Quick preparation and submission of visit reports
- Executive reports for management
- Ongoing visits for continuous monitoring of service quality