What are Mystery Quality  Audits ( Secret Shoppers)  ?

Why engage a Specialist Professional Mystery Audit Company ?

But Why Mystery Audits ?

Mystery Audits: Components, Scope and Parameters

Mystery Quality Audits in The Hospitality  Sector

Mystery Visit Audits in the Travel & Tourism Sector

Retail Mystery Shopping

Mystery Quality Audits of the Fitness and Spa Sector

Mystery Quality Audit of the Hospitals and Healthcare Sector

Mystery Quality Audits of the Consumer Electronics & Telecommunications Sector:

Mystery Quality Audits in the Automotive Sales Sector

Mystery Quality Audits & the Banks, Insurance & Financial Services sector

Mystery Quality Audits & Real Estate  Sector

Mystery Quality Audits of Petrol Pumps & Gas Stations Customer Care

Quality Audits in the Service Industry: Why do you need quality assessment?

OUR METHODOLOGY: The Star 2 Success Action Plan
Mystery Call: .., the first contact is crucial.

What are Mystery Visit Audits (Secret Shoppers)  ?

Mystery shopping is measuring service quality, overall performance, and the guest’s experience; and objective, anonymous, third-party assessments of the guest experience will provide the information you need to ensure that your expectations are carried out in reality.

Mystery shopping programs are of extreme value because:

• In most cases guests who have unsatisfactory experiences will not complain; they will just never come back.
• Dissatisfied guests will share their experience in many ways and with many other potential guests, who in turn probably will avoid choosing your property for their next holiday or business trip.

Why engage a Specialist Professional Mystery Audit Company ?

A professional audit can uncover potential quality assurance issues before they have a chance to damage your reputation and your business’ bottom line. Only a Specialist Professional Mystery Audit Company can cater to the changing trends in Customer perception and cater to your ever changing Standard Operating Procedures and Quality strategy.

But Why Mystery Audits ?

Mystey Visit Audits brings immediate actionable feedback to management teams.

• APPRAISE - Brand Standards and consistency through Overt Audits
• MEASURE - Customer Experience through Covert Audits
• HEAR - Voice of your customer through survey and panel opinion polls

• Help identify the gaps between a company's standard operating procedures and codes of conduct and how they are executed in practice.
• Organizations are able to take Corrective actions to raise awareness and improve behavioral routines
• The Customer Services levels improve and leading to increased sales.
• The Mystery Shopper results can be benchmarked and trends established and monitored. In this way, issues and opportunities are clearer;

•           Mystery Shopper provides enlightening feedback which commonly creates a great source of ideas and is an ideal instrument to:
o          Motivate staff;
o          Identify gaps in training needs;
o          Drive enhanced service and product quality;
o          Understand your customers and enhance customer loyalty;
o          Help identify a brand’s strength and weaknesses;
o          Help identify a competitors brand strength and weaknesses.

Mystery Audits: Components, Scope and Parameters

Audit – Components
The areas to be inspected, will be exactly determined with you.
According to the category and size of your company, the department number and the services to be checked, we determine together the priorities of the audit according to your needs.

Audit – Scope
The discussed parameters define the audit scope. Then the length of stay of the "Mystery Visit" experts will be agreed. As well as we will agree on the number of test criteria’s.

After the audit evaluation you will receive a detailed and rated report, including detailed explanations and images for each assessed area.

Determining the Parameters
The weighting of each test criterion and the assessment key shall be determined with your cooperation. Thus can create the foundations, which are relevant to the assessment within an incentive / bonus system.

Mystery Quality Audits in The Hospitality  Sector

• Mystery Visits as Guests to Hotels/ Restaurants.
• Surprise Restaurant and Bar Integrity Audits
• Business Customer Satisfaction Surveys
• HR Employee Surveys
• Special Audits: Valet, Shuttle Service, Buffet
• Video-Enhanced Hotel Employee Training

• Hotel Employee Reward and Incentive Programs
• Competitor Mystery Visits as Guests
• Integrity  Surveillance Audits
• Cleanliness Surveillance Audits
• Hotel’s Interactive-Voice-Response Phone Surveys

• Mystery Phone Calls to Measure Reservation and Menu Knowledge
• Mystery Guest Facility Audits to Assess Appearance and Cleanliness
• Mystery Guest Satisfaction Surveys:  In person, by phone, email or on the web

Mystery Visit Audits in the Travel & Tourism Sector

Quality in Travel & Tourism
Quality tourism is achieved when back and front-of-house, business practices,
local interdependencies and regional cohesiveness, are integrated seamlessly
to deliver the promised visitor experience.
The perception of the level of excellence achieved will vary according to the
experiences and expectations of the individual visitor. 
It is undeniable that striving for tourism excellence needs to be a continual
and ongoing process in the promise, offer and ultimate delivery of a quality
experience.

Trends in Mystery Shopping for  Travel & Tourism
Mystery shopping, or the more accurate term Customer Service Audit, has been used in the
travel and hospitality industry for decades. Tourism Boards all over the globe have supported
the  development and implementation of independent customer audit programs, industry
“mystery shopper” programs such as “Tourism Audit Services and Hotel Evaluations”.
Star 2 Success Consultants has developed a Mystery Audit tool that is aligned to the
Travel & Tourism Industry that seeks to recognise and promote businesses that deliver good services and exhibit sound business practices which comprise mystery shopping tests as well as customer satisfaction surveys which will be conducted on our client travel agents throughout the year. This ensures  invaluable feedback on the abilities of staff and helps the management
confirm business initiatives were being driven through to customer level and that pre-determined customer service levels were being met.
The feedback also highlighted a number of potential problem areas allowing management to introduce a more concerted training and management program before too much damage had been done.
The aim is to better identify and address specific service gaps and lapses as well as to measure, review and evaluate the overall customer experience in improving their performances.

Mystery Audits in the Medical Tourism Sector & Alternative Health Tourism& Now it's time to take the useful customer service tool into medical tourism.
Mystery shopping, or customer service audit, is the new trend in Health Tourism including
medical tourism. Secret shopping can be an effective tool for hospitals and clinics to increase
their revenue.
Mystery shopping, or secret shopping, can be an effective tool to assess and improve the customer service experience in medical tourism. When a hospital or clinic performs a customer service audit, the results can be used to improve the performance of week employees, reward work of other employees, and point out gaps in the business systems that need to be mended. Combined, all these efforts can improve the workflow, customer service level and ultimately increase the revenue.

For international hospitals and clinics, mystery shopping is particularly interesting. Depending
on the medical procedure and treatment, each client is worth between a few hundred to several thousand, or tens of thousands of dollars. When investing a substantial amount to bring the patient or client into the organization, it is a good idea to make  sure that the leads are converted into customers.
The Alternative Health Tourism Sector is also getting organized with Stand Alone Spa’s and Alternative health Spa resorts attracting niche clientele.
The Mystery Audits help to map the standards and laid down procedures to render services in this every growing segment. Star Health Vacations & Health Travels Pvt. Ltd’s extensive network
with the global trends and Indian Ayurvedic Spa’s helps your health spa resort take the lead in Customer Service feedback from Mystery Customers (Secret Shoppers).

Retail Mystery Shopping

To make sure that your stores are answering these critical customer needs, we will design custom-fit programs that include:

• Mystery Customer Visits
• POS Price and Merchandising Competitor Audits
• Facility Audits to Assess Appearance and Cleanliness
• Customer Satisfaction Surveys: In person, by phone, email or on the web
• Employee Reward and Incentive Programs
• In-person Customer Satisfaction Surveys
• Employee Surveys
• Competitor Mystery Guest Visits
• Integrity and Cleanliness Surveillance Audits
• Interactive-Voice-Response Phone Surveys
• Video-Enhanced Employee Training

As a result, your organization will improve customer satisfaction and stay ahead of the competition.

A  Retail Mystery Shopper will examine Retail Point of Sale factors such as:
•           Sales unit presentation;
o          Pack dress
o          Labelling
o          Stock level on shelf
o          On pack promotional flashes
o          Average age of product on shelf
o          Sell by dates
•           Sales unit positioning;
o          Where on the shelf
o          Where in store
o          Prominence of promotional and point of sale material
•           Price points and competitor price points.
At the outset, we coordinate with the stakeholders within the organization to ensure that the right measures are in place. The Mystery Guest/Shopper will then check whether the team has been successful in establishing the perfect client experience.
The visit concludes with full feedback and a review of the point of sale and/or interactions with your personnel. Ultimately, the guest perception and experience is the true measure of service and product quality. Our service:
•           We will develop a unique measure of customer experience which mirrors your vision regarding customer service;
•           Together, we will determine the specific target client groups your attention should be directed to. We appoint our Mystery Shoppers from the same target groups in order to ascertain an objective evaluation;
•           The mystery guest reporting is provided in the form of qualitative feedback and quantitative measurement.

Mystery Quality Audits of the Fitness and Spa Sector :

• Mystery Shopping to assess front desk, membership process, workout orientation and personal training
• Phone audits to check employee knowledge of product, program and membership information
• Facility audits to measure appearance and cleanliness
• Member and Guest Satisfaction Surveys

• Employee Reward and Incentive Programs
• In-person Customer Satisfaction Surveys
• Employee Surveys
• Competitor Mystery Guest Visits
• Integrity and Cleanliness Surveillance Audits
• Interactive-Voice-Response Phone Surveys
• Video-Enhanced Employee Training

Mystery Quality Audits of the Hospitals and Healthcare

Customized services include:

• Mystery guest visits to assess:
  • Staff Interaction
  • Cleanliness
  • Maintenance
  • Overall Service Levels
• Phone audits to check employee knowledge of product, program and membership information
• Quality assurance audits of patient rooms and examination areas
• Patient satisfaction surveys
• Back of the House Food Service Inspections

• Employee Reward and Incentive Programs
• Employee Surveys
• Competitor Mystery Guest Visits
• Integrity and Cleanliness Surveillance Audits
• Interactive-Voice-Response Phone Surveys
• Video-Enhanced Employee Training

Mystery Quality Audits of the Consumer Electronics & Telecommunications Sector:

• Mystery Customer Visits
• POS Price and Merchandising Audits
• Brand Knowledge Audits
• Consumer Surveys: In person, by phone, email or on the web

• Employee Reward and Incentive Programs
• Employee Surveys
• Competitor Mystery Guest Visits
• Integrity Surveillance Audits
• Cleanliness Surveillance Audits
• Interactive-Voice-Response Phone Surveys
• Video-Enhanced Employee Training

Mystery Quality Audits in the Automotive Sales Sector

Star 2 Success Consultants customized Automotive Mystery Audits services includes
a focus on Sales & Service in the following areas:

• Mystery Evaluations of Sales and Customer Service
• Competitor Mystery Assessments
• Mystery Customer Telephone Inquiries
• In-person Customer Satisfaction Interviews
• Video-Enhanced Sales Training
• Sales Incentive Programs
• E-mail and Web Evaluations

• Employee Reward and Incentive Programs
• Employee Surveys
• Competitor Mystery Guest Visits
• Integrity and Cleanliness Surveillance Audits
• Interactive-Voice-Response Phone Surveys

Mystery Quality Audits & the Banks, Insurance, Credit Card  & Financial Services sector

Our customer research banking consultants will set up a program to measure your institution’s strengths and weaknesses via customized services, including:

• Mystery Visits to Evaluate Customer Service and Sales
• Customer Satisfaction Surveys
• Employee Surveys
• Call Center Audits
• Competitor Mystery Customer Visits and Audits

• Employee Reward and Incentive Programs
• Integrity and Cleanliness Surveillance Audits
• Interactive-Voice-Response Phone Surveys
• Video-Enhanced Employee Training

Mystery Quality Audits & the Real Estate  Sector

We have expertise  of carrying out Mystery Audits in the Property Sector,
Housing - Office Space Leasing –

• Mystery Customer Visits
• Mystery Phone Audits to Check Sales Knowledge
• Video-Enhanced Employee Training
• Employee Surveys
• Mystery Visits to Competitors

• Call Center Audits
• Competitor Mystery Customer Visits and Audits
• Employee Reward and Incentive Programs
• Integrity and Cleanliness Surveillance Audits for Sample apartments
• Interactive-Voice-Response Phone Surveys
• Video-Enhanced Employee Training

Mystery Quality Audits of Petrol Pumps & Gas Stations Customer Care

• Mystery Customer Visits
• Property Audits
• Facility Audits to Assess Branding, Appearance and Cleanliness
• Phone Calls
• Competitor Mystery Customer Visits and Audits
• Employee Reward and Incentive Programs
• Integrity and Cleanliness Surveillance Audits for Sample apartments
• Video-Enhanced Employee Training

Quality Audits in the Service Industry: Why do you need quality assessment?

Quality development
An unbiased quality assessment is essential in today's world to enable you to stay one step ahead of your competition, as well as it is an indispensable quality and development tool for your business. Maintaining high quality standards can make all the difference for your business and its success.

Competitors Analysis & Sales
The evaluation of the "Mystery-Visit" and the obtained information are a crucial element for creating the SWOT analysis (strengths, weaknesses, opportunities and threats), which we could conduct for you.

Know what your employees are doing!
The evaluation report of the quality assessment will help you promote specific measures for the employees and to identify their strengths and weaknesses objectively.

Sales Assistance
The quality assessment before the purchase or acquisition of an establishment will provide you with strong arguments and assist you during the negotiation process

OUR METHODOLOGY: The Star 2 Success Action Plan

Stage 1: Mystery Visit Audit

Preliminary meeting with the management establishing a scenario of visits
Analysis for the guest area (external)
• After clarification of the criteria we carry out an anonymous "Mystery Visit " (operational assessment), in your hotel/ restaurant/ retail/ other business. This will give us a view from the guest perspective.

•           At this stage your services delivery will be checked against the standards and procedures set by you, further the operational strengths and weaknesses of your team will be recorded.

•           It has proven very useful discuss the preliminary results with your management team immediately after the visit, which we would carry out upon your request.

• After each mystery guest visit, debriefing with management
• Sending a full audit report
• Recommendations and Quality action plan
• Evaluating the effectiveness of actions

Stage 2: Full Quality Audit

• Complete Quality Audit of the front of the house and back of the house by Consultant

Parameters: Best practices Brand Standards and SOP’s of competitors

• Internal Audit
• Throughout the analysis of the operational area, we determine, (in accordance with the previously defined goals), the reasons for the weak points, which were exposed during the analysis of the guest area.
• At this point the work processes, standards, procedures, communication and documentation of your company culture are tested, analyzed and documented. Furthermore we also document equipment-related shortcomings.

STAGE 3: RECOMMENDATIONS & QUALITY ACTION PLAN

• • Identification of problems
  • Review of possible causes
  • Study of solutions adapted to your requirements (Structure, Organisation, KRA’s, Brand Standards, SOP’s)
  • Study of training needs

Implementation and planning the Progress plan

• Identifying Key Result Areas

Key Result areas of each department and departmental head would be identified.

• To identify the key parameters/ behaviour that have an impact on how the customer perceives service
• Bring marked change in customer’s perception by visible improvements several measurable KRAs   ( Key Result Areas) associated with each parameter.
• Then move to attain the higher goal of emerging as the best hotel around

Stage 4. BENCHMARKING
Identification of best practices on the market, appropriate them and implement them adapting if necessary to the context.

Stage 5: Developing Brand Standards

• Key standards which need to be mapped meticulously to ensure quality.

Stage 6: Making SOP’s

• Standard Operating Procedures describing the detailed operation process of each brand standard.
• Timeline: 3 weeks for each department

Stage 7: Training the Team

• Training Departmental Trainers & Training Executive
• Identifying Change Agents at each level to be given Star 2 Success Certifications
• Initiation of “quality employees circles”
• Creating Customer evaluation forms
• Follow Up sessions ( 3 sessions conducted on a monthly basis)
• Timeline: 3 months project by consultant

Stage 8: Establishing a Training Centre (optional as per organization’s need)

• Talent Retention
• Staff & Supervisory Training Programs
• Management Training Programs
• Apprentice Training Programs
• Follow up of training

Stage 9. Post Quality Assessment (Audit) & Mystery-Visit
After an audit, our experienced experts will explain to you how your performance is perceived by your guests!
Experts will compile a very thorough quality assessment report, after a detailed Debriefing with the client with recommendations for employee training and profit maximization.

The "Mystery Visits" carried out by Star 2 Success Consultants and the quality assessments (audits) are always operation-based, very detailed, process-oriented and easily understood. In addition, all areas will be evaluated and ideally can be used as a quality development tool.

Mystery Call
..., the first contact is crucial.

Mystery call and the BPO’s / Call Centres
The term "mystery shopping" will be familiar to many in the call centre environment.
This entails sample calls being made under the guise of a genuine caller to provide a realistic assessment of the process and people.
Traditionally these calls have been made from large bureau type operations where documented staff turnover can be a regular problem and in some anecdotal examples it would appear volume rather than accurate feedback has been the driving force.
We have completed a number of projects that seem to have overcome some of these traditional problems.
Employing a large flexible workforce from all sectors of the population in order to provide a
true representation of the client base calls.
Providing a more realistic shopping scenario and avoiding the same phone number appearing regularly on the reps caller number display the company were able to simulate the normal
enquiry handled by the reps as part of their duties.
Working with benchmarks from the client the team is trained to assess the response received
when calling the company and provide realistic and qualified feedback.
The potential guest / client expects professional advice, or he will call the next establishment. There are usually no second chances.

Mystery Call and the Hospitality Sector  / Service Sector
Nowadays it is essential in the hotel and restaurant sector to close a maximum of booking and reservation requests.

The quality requirements are constantly increasing. The responsibility of your staff at the reception, reservations and sales department should not be underestimated, they have to show a high degree of competence in dealing with telephone enquiries on a daily base.

This will give you a clear overview how effectively the tested staff take bookings, handle requests, process and implement the information’s.

The individually tailored mystery call criteria are intentionally designed to identify the cause of "missed" reservations. You will receive concrete proof where you should optimize the operation.

Star 2 Success Consultants offers "quality phone audit experts" to make the "mystery call”. The call evaluation you can then use as an effective quality improvement tool, you can therefore decrease your considered profit deficit drastically.

The Call Overview:
• call option (for example, difficult guest, disabled, etc.)
• call priority option (such as rooms, sales, events, spa, etc.)
• Salesmanship Quality during the booking
• delinquency of individual employees
• Immediate measures to rectify mistakes
• Report (detailed, divided into categories)
• Digital audio file of calls