Secret Pilot is committed to providing mystery shopping services that will allow businesses, especially hotels, restaurants, and cafes, to improve their customer service, operations, and overall guest experience. We conduct rigorous and unbiased evaluations to identify strengths, weaknesses, and areas of opportunity, all while keeping the process professional and confidential.

Here, in this article, we’re going to walk you through what we do, how our services benefit businesses, and why partnering with us can put your customer experience on the next level.

What is Mystery Shopping?

Mystery shopping is a method of evaluating a business by hiring a seasoned professional to act like an average customer. Why? To gauge the quality of service, product presentations, ambiance, staff attitude, and general experience.

Secret Pilot executes this process with gravitas. We provide you with objective, in-depth assessments by pre-defined standards and company specifications so that your customers receive the best service every time.

Our Hotel Services

Comfort, convenience, and guest satisfaction are the hallmarks of hotels. Our mystery shoppers visit your hotel as normal guests, evaluating most critical aspects of the guest experience—bookings and check-in to room service and checkout.

What We Evaluate

• Reservation Process: Was booking easy, clear, and hassle-free?
• Check-In Experience: How welcoming was the front desk? Did the guest feel pampered?
• Room Quality: Was the room well-maintained, clean, and stocked with basic amenities?
• Staff Interactions: Were the hotel staff welcoming, knowledgeable, and helpful?
• Check-Out Process: Did the guest feel respected upon checkout? Was the handover smooth?

After we’ve made our judgments, we provide you with detailed reports indicating where your hotel excels and where we can assist you in making improvements. This way, you can refine your service so that customers are happy and return.

Restaurant Services

Restaurants are all about creating lasting impressions at the table. Whether you have an informal eatery or a fine dining establishment, our mystery shoppers rate every element of the customer experience.

What We Judge:

• First Impressions: How clean and welcoming is the restaurant upon arrival?
• Service Quality: Were servers attentive, knowledgeable, and friendly?
• Menu Knowledge: Were staff knowledgeable of the menu, including beverages and food pairings?
• Food & Beverage Quality: Was food fresh, flavorful, and well-presented?
• Timeliness & Efficiency: Were orders quickly taken and delivered in a timely fashion?
• Overall Ambiance: Was atmosphere comfortable, clean, and consistent with your brand?

With our help, cafes are able to see where areas like customer service or kitchen service need to be changed, so your guests are content and willing to return.

Our Services for Cafes

Cafes survive on creating a cozy, inviting environment and serving good food and beverages quickly. Our cafe mystery shopping services look at the little things that make big differences in making customers happy.

What We Evaluate

• Ambiance: Is the café clean, comfortable, and inviting?
• Menu Offerings: Are the food and drink varieties varied and appealing?
• Customer Service: Are staff friendly, effective, and polite?
• Speed of Service: How long does it take to take the order and serve the food?
• Product Quality: How fresh and flavorful is the coffee, pastry, or sandwich?

After reviewing your cafe’s service, we provide comprehensive reports that provide you with real insights to action, allowing you to get the most out of customer satisfaction and be one step ahead of competition.

Why Secret Pilot for Mystery Shopping?

We at Secret Pilot do far more than merely provide mystery shopping services that deliver real value to your company. Here is why our customers trust us:

1. Professional & Discreet Approach

We understand the importance of professionalism and confidentiality. Our mystery shoppers conduct themselves with integrity, so your staff will never have a clue they are being evaluated.

2. Actionable & Detailed Reports

We don’t just report back—we provide you with thorough analysis with actionable suggestions for improvement. You receive a comprehensive report with ratings and recommendations to improve your operations.

3. Improved Customer Experience

Our services allow you to provide an excellent customer experience again and again, leading to enhanced customer satisfaction, better ratings, and more word-of-mouth promotion.

4. Ongoing Support

We don’t evaluate your business only once—we give you ongoing feedback so you can continue improving. As your business expands, we adjust our services to keep up with your changing needs.

How It Works: The Mystery Shopping Process

• Initial Consultation: We speak with your business regarding its specific needs and goals. If you own a hotel, restaurant, or cafe, we will help you create a method that works for your unique business model.
• Creating the Evaluation: We craft specialized criteria for the evaluation based on the segments of service most relevant to your business.
• Implementing a Mystery Shopper: Our trained and experienced mystery shoppers visit your business and act as ordinary customers, making their evaluations.
• In-Depth Reporting: We provide detailed, impartial reporting with ratings, observations, and suggestions for improvement after the visit.
• Regular Assessment: To your request, we can provide repeated assessments to track progress and suggest further adjustments. 

Last Thoughts

Secret Pilot’s mystery shopping services are designed to provide your company with a richer insight into your customer experience. If you have a hotel, restaurant, or coffee shop, we will help you ensure each and every patron leaves with a positive, unforgettable experience.

By using our professional, unobtrusive, and impactful evaluations, you will have everything you need to make informed decisions and continuously enhance operations.

Ready to elevate your customer service? Contact Secret Pilot today and learn how our mystery shopping services can help change your business. 

Contact Us

Stop by SecretPilot.co to learn more and arrange your very first mystery shop visit today!