Measuring customer satisfaction levels is critical to success. One of the biggest challenges facing the hospitality industry is taking great care of the customer on a consistent basis.
An indifferent, perfunctory, or rude service encounter can erode a customer’s confidence in an establishment and cost you future business . Even worse, poor service may occur on a regular basis and you might never hear about it or be able to correct it.
The goal of the mystery shopper program is to measure performance and provide valuable information to improve guest satisfaction. By highlighting deficiencies and outlining areas that require attention, managers and staff can correct these deficiencies to improve product, service delivery, and ultimately guest satisfaction.
Are employees following established procedures to provide the best products and services possible to increase profits, please your customers, and keep them coming back? If you’re not sure, then you should consider implementing a mystery shopper program.