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!

We all know what the weak economy, downsizing, and the elimination of many mid-level management positions has done to service businesses. It's become more and more difficult to effectively train and monitor personnel. The good news is that when management measures service and employee performance on a regular basis, it can quickly identify weaknesses and save hundreds of thousands of dollars in lost revenues and payroll costs.

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.

Pinpoint ways for increasing profits and fulfilling customer needs

Help deter theft & provide a review of revenue control procedures

Provide regular, objective feedback from experienced professionals

Help identify and reward outstanding employees

Enhance training programs

Build overall awareness of the importance of customer relations


Our shopper surveys are performed anonymously by experienced industry professionals. We then conduct interviews with managers and staff to summarize operational issues and concerns. Also, our custom-designed reports incorporate your organization's brand specific standards and utilize the latest computer technologies to provide a prompt and accurate assessment of the guest experience.

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