Quality Audits - Mystery Shopping

In any business activity today the most important competitive advantage is service process performance. Excellent service differentiates otherwise similar competitors in a way that is important to guests.

Guest satisfaction is based, essentially, on getting close to guests and understanding their expectations and requirements. Guest expectations and requirements are used to design the service delivery process and to develop service standards. Measuring the performance of the service delivery process – through the eyes of the guest – is an important step in creating and maintaining guest satisfaction and competitive benefit.

What is a Quality Audit program and why is it important?
Quality Audit is the practice of using trained auditors to anonymously evaluate guest service, operations, staff and product quality.

• When location, rating, and product variety are no longer distinctive, service is the key to success or failure.
• It costs 10 times more to get a new guest than to keep an existing one.
• One unsatisfied guest will tell 5 other people of their bad experience with service.
• Why guests leave:
  • 69% weak guest service
  • 13% weak product quality
  • 9% competitive reasons
  • 5% other
  • 3% move away
  • 1% die

The benefits to you are:

• cost-effective method of monitoring your guest service standards
• an efficient way of identifying staff in need of further training
• a regular summary of strengths and weaknesses which can be your action plan
• An effective deterrent against unrighteousness, weak service or bad practice
• A way of identifying retail outlets which are under-performing