Mystery Shopping is an effective and proven service, which can be used in a wide range of industries (Hospitality, Food & Beverage, Retail, Banking, Entertainment, etc.) to discreetly collect sensitive information pertaining to Quality Assurance and Customer Service performance.
Customers need to feel welcomed, wanted and appreciated for their interest in your business. They need to know that their happiness and satisfaction is your company's priority. A form of market research, Mystery Shopping helps a company to build customer loyalty by ensuring that high-level quality customer service goals are being met.
Data Quest's Mystery Shoppers are trained to gather information in an unbiased and constructive manner. The information will enable management to identify strengths and weaknesses in both service and operations and correct problems or potential problems before business is lost.
Companies who implement Mystery Shopping services into their marketing program experience many benefits, including:
- Increased profits and sales
- Increased customer satisfaction
- Improved employee performance
- Improved employee motivation
While helping your company to maintain high standards, the performance assessment revealed through Mystery Shopping surveys also provides a tool to reward excellent performance, which ultimately boosts employee morale. A diverse range of establishments find this service invaluable for employee training, employee evaluations, employee reward programs and promotional campaigns.
The majority of companies inform their employees that a Mystery Shopping program has been put in place; however, the staff is unaware of who performs the audit, how often the audits are performed or when the audits will take place. This can be very effective in motivating employees to treat every patron as if they were a Mystery Shopper and reinforces positive employee customer service performance.
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Data Quest's Mystery Shopping personnel are the finest in the industry. The agency's proprietary database is comprised of thousands of trained and experienced Mystery Shoppers of all ages, ethnic backgrounds and professional experience (e.g., wait staff, bartending, retail, hospitality, etc.). Data Quest invests significant time and money into carefully recruiting, screening, hiring and training its staff. As a member of the Mystery Shoppers Providers Association (MSPA), our shoppers have access to the association's Mystery Shopper training workshops. Every Mystery Shopper or Investigator is a paid operative directly recruited, background checked, hired and trained by Data Quest.
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Data Quest will create, free of charge, a customized questionnaire to address your company's unique needs and business concerns.
Results reporting varies between same day to 3 business days, depending upon the scope of the program and the choice of transmittal methods: website download, e-mail, fax or mail.
To quantify result scores, Data Quest offers report summaries, including graphs and charts, which provide an overview of evaluation results with month-to-month and/or store-to-store comparisons.
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Data Quest is a leading provider of Guest Service Measurement & Analysis programs and currently conducts Mystery Guest Property Audits at thousands of hotels nationwide.
Data Quest's Mystery Guest Property Audit is an affordable tool often used by hotel management either to prepare for or as their corporate audit. The results reported from each audit reveals a property's true customer service performance to ensure a consistent, high-quality guest experience.
Individualized reporting formats are tailored to meet each property's operational objectives. Scoring of completed reports denotes department, property and divisional successes and opportunities. Scheduling is structured to the property's needs and there is no frequency requirement to the service.
Data Quest offers a variety of property audits which cover all areas of the property, including:
- Reservations Department
- Valet Parking Services
- Door/Greeting Staff
- Front Desk Operations
- Bell Staff Services
- Concierge
- Guest Room Condition
- Property Condition
- Refreshment Center/Honor Bar
- Turndown Service
- In Room Movie
- Housekeeping Department
- Guest Relations Department
- Engineering/Maintenance Department
- Food & Beverage Outlets
- Room Service Operations
- Security
- Message Center
- Wake Up Call
- Business Center
- Sales/Catering/Events
- Health Club/Pool
- Golf Course
- Spa Services
- Gift Shop
- Shuttle Service
- Brand Standards
Food & Beverage establishments of all types, including full-service (fine dining and casual), fast food, buffet-style and concessions, benefit from Data Quest's Mystery Shopping programs.
Data Quest's detailed analysis into dining operations will rate the customer service performance of the establishment, including but not limited to:
- Timeliness of Service
- Server Knowledge
- Server Professionalism
- Suggestive Selling Techniques
- Staff Teamwork Performance
- Atmosphere & Cleanliness (including restrooms)
- Food & Beverage Quality
- Payment Process
- Management Presence
Retail environments of all types, including department, specialty, wholesalers, grocery, office supply and automotive stores, benefit from Data Quest's Mystery Shopping programs.
Pleasant and efficient service, a clean, organized and well-stocked store and great prices will undoubtedly build your customer base, while long wait periods, discourteous or improperly trained employees will most probably drive your customers to your competitors.
Data Quest's Mystery Shopping audits reveal issues that make it difficult for customers to do business at your store, as well as determine your business strengths so that you can capitalize on them.
Data Quest's detailed analysis into retail operations will rate the store's customer service performance, including but not limited to:
- Timeliness of Service
- Sales Associate Knowledge
- Sales Associate Professionalism
- Suggestive Selling Techniques
- Staff Teamwork Performance
- Store Appearance (including restrooms)
- Merchandising
- Check Out Process
- Management Presence
Data Quest Mystery Shoppers visit commercial banks, savings banks and credit unions posing as "typical" customers to discuss opening an account (savings, checking, CD, mortgage, etc.) with a banking representative.
Data Quest's detailed analysis into banking operations will rate the branch's customer service performance, including but not limited to:
- Availability of Assistance
- Timeliness of Service
- Sales Representative Product Knowledge
- Sales Representative Professionalism
- Suggestive Selling Techniques
- Staff Teamwork Performance
- Branch Appearance
Entertainment establishments such as movie theatres, amusement parks, museums, zoos and athletic stadiums benefit from Data Quest's Mystery Shopping programs.
Data Quest's detailed analysis into entertainment operations provides information, including but not limited to:
- Availability of Assistance
- Timeliness of Service
- Personnel Knowledge
- Personnel Professionalism
- Staff Teamwork Performance
- Facility Appearance & Cleanliness