Mystery Guest Program

Mystery Guest Program - "Identify your strengths and weaknesses"

Our mystery guest assessments are suitable for all hospitality and tourism businesses. We conduct an in-depth service performance appraisal.

We call this appraisal the “Customer Journey” because our tailor-made assessment will review your operation just like a regular customer would experience them.


Our approach

  • Detailed consultation with you based on your performance standards and expectations
  • Defining objectives for the “Customer Journey” and format of the assessment
  • We develop a purpose build program focussing on your specific business needs
  • Our assessment can review specific operational issues such as general customer care, F&B service, cleanliness – or any matter which has been highlighted in customer reviews e.g.  on TripAdvisor
  • We provide you with a full verbal de-brief in addition to a written report. We are also happy to debrief your team on our findings– we actually encourage this as possible solutions to any issues can be discussed directly with managers. Photographic evidence can be added to the report if requested.


Each assessment is graded or scored.

We offer either "one-off" or repeat assessments.

An on-going program  will enable you to benchmark your business performance over time and monitor improvements and success.


Please contact us for more details about this process  – or if you like to become one of our  “Customer Journey Assessors

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