Mystery visits
Mystery visits are a well established tool for improving customer service and reporting back how the service is performing through the eyes of the customer. However, often the level of secrecy and ‘blaming’ following a worse than expected report can alienate staff and in worse case scenarios lead to a downturn in morale and service performance.
In our experience successful projects are best achieved if conducted in an open, transparent and inclusive manner, involving your team in the programme from the start.
Whilst site visits will clearly be conducted anonymously, involving your staff in the process prior to a mystery visit, can be a powerful way of ensuring stronger teams, cementing a customer focussed approach and receptiveness to the findings. This ethical approach is also more likely to ensure cooperation in developing and implementing the action plan over the short to medium term.
RealityCheck™ is our name for a new type of mystery visit programme that is specifically designed for sport, leisure and cultural facilities to help drive customer centric behaviour and service improvement. A RealityCheck™ assessment can be purchased as a ‘one off’ mystery visit or as part of an ongoing customer service improvement programme.
We specialise in the following sectors:
For more information on RealityCheck™ click on this link
In our experience successful projects are best achieved if conducted in an open, transparent and inclusive manner, involving your team in the programme from the start.
Whilst site visits will clearly be conducted anonymously, involving your staff in the process prior to a mystery visit, can be a powerful way of ensuring stronger teams, cementing a customer focussed approach and receptiveness to the findings. This ethical approach is also more likely to ensure cooperation in developing and implementing the action plan over the short to medium term.
RealityCheck™ is our name for a new type of mystery visit programme that is specifically designed for sport, leisure and cultural facilities to help drive customer centric behaviour and service improvement. A RealityCheck™ assessment can be purchased as a ‘one off’ mystery visit or as part of an ongoing customer service improvement programme.
We specialise in the following sectors:
- Sport centres
- Leisure centres
- Health and Fitness Clubs
- Museums
- Visitor attractions.
For more information on RealityCheck™ click on this link
