Mystery shopping in tourism
Mystery shopping has been used for many years and represents a method of quality check in countries with developed tourism. With this method, quality of the service can be checked, in all providers that deal with offering services in tourism, mainly hotels and other accommodation providers (etno houses, farms, restaurants), as well as all other companies that offer diverse tourist services (wineries, museums, travel agencies). Aside from that, this method can be used to check service quality on tourist destinations as a whole.
Are you interested in…?
- What actually happens in your company, from an everyday guest’s point of view?
- How do your employees treat guests when you are absent?
- How to achieve better service, and differentiate yourself from the competition?
- What to fix in service quality to increase the image in the guests’ eyes?
What is mystery shopping and who is the mystery buyer?
Mystery shopping is a tool used for measuring service quality, from guest’s point of view, with the goal to improve the service. Mystery buyer represents a person who perceives the business, image and functioning of the company as an ordinary guest, which is how they notice critical points in business.
Importance of mystery shopping for your company:
- It identifies strong points of your service, simultaneously noticing flaws and weaknesses, which enables improvement of your business
- It influences the increasing of motivation and work within employees, as well as their loyalty toward the company, which increases the level of offered services
- It influences the increasing of satisfied guests, which enables larger sales
- Based on the mystery buyer’s report, “critical points” in business are defined, which are later repaired in the strategic planning of the company, as well as with extra education for the employees
- It measures the service quality level based on competition, enabling gaining advantage
