Hozpitality Plus- Dedicated Hospitality Networking group

Dear All

 

I urgently require some guidance/ format/ list of what would be required to be a mystery shopper within the Hospitlaity Industry as well as how to conduct one such exercise.

 

I have been asked to speak on the subject at a catering school in January. If anyone could indeed send me any information regarding the same it would be highly appreciated.

 

I do believe someone has already asked for similar information on this forum before.

 

If there is a comprehensive list that could be sent to me I can then decipher how much and what encompasses such a job/ exercise and be better prepared to discuss and speak upon the subject. As a professional I do like to study in depth the matter I need to teach/ discuss and/or be part of.

 

Any help is and shall as always be highly appreciated.

 

One can indeed email me directly with any information on the subject at kcsolutions@btinternet.com

 

Regards

 

Randhir

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hi is there any vacancy of engineering supervisor

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Kindly share Mystery Shoppers details at - dheerajpunj@gmail.com as well.

Many Thanks,

Dheeraj Punj

Mystery shopping or a mystery consumer is a tool used externally by market researchcompanies or watchdog organizations or internally by companies themselves to measure quality of service or compliance to regulation, or to gather specific information about products and services. The mystery consumer's specific identity is generally not known by the establishment being evaluated. Mystery shoppers perform specific tasks such as purchasing a product, asking questions, registering complaints or behaving in a certain way, and then provide detailed reports orfeedback about their experiences.

Mystery shopping was standard practice by the early 1940s as a way to measure employee integrity. Tools used for mystery shopping assessments range from simple questionnaires to complete audio and video recordings. Mystery shopping can be used in any industry, with the most common venues being retail stores, hotels, movie theaters, restaurants, fast food chains, banks, gas stations, car dealerships, apartments, health clubs and health care facilities. Since 2010, mystery shopping has become abundant in the medical tourism industry, with healthcare providers and medical facilities using the tool to assess and improve the customer service experience. [1] In the UK mystery shopping is increasingly used to provide feedback on customer services provided by local authorities, and other non-profit organizations such as housing associations and churches.

When a client company hires a company providing mystery shopping services, a survey model will be drawn up and agreed to which defines what information and improvement factors the client company wishes to measure. These are then drawn up into survey instruments and assignments that are allocated to shoppers registered with the mystery shopping company.

The details and information points shoppers take note of typically include:

  • number of employees in the reception and lobby on entering
  • how long it takes before the mystery shopper is greeted and escorted
  • the name of the employees
  • whether or not the greeting is friendly, ideally according to objective measures
  • the questions asked by the shopper to find a suitable products or services
  • the types of products and services available and provided by the hotel
  • the sales  arguments used by the employee
  • whether or how the employee attempted to fix the sales deal
  • whether the employee suggested any add-on sales
  • whether the employee invited the shopper to come back to the hotel
  • cleanliness of hotel ,outlets and public areas
  • speed of service and courteousness 
  • compliance with hospitality  standards relating to service, hotel, and  staff grooming/presentation

Companies are often given instructions or procedures to make the transaction atypical to make the test of the knowledge and service skills of the employees more stringent or specific to a particular service issue (known as scenarios). For instance, mystery shoppers at a restaurant may pretend they are lactose-intolerant, or a clothing store mystery shopper could inquire about gift-wrapping services. Not all mystery shopping scenarios include a purchase.

While gathering information, shoppers usually blend in to the store being evaluated as regular shoppers. They may sometimes be required to take photographs or measurements, return purchases, or count the number of products, seats, people during the visit. A timer or a stopwatch may be required. In some states in the USA, mystery shoppers must also be licensed as private investigators in order to perform some of the tasks.

After the visit the shopper submits the data collected to the mystery shopping company, which reviews and analyzes the information, completing quantitative or qualitative statistical analysis reports on the data for the client company. This allows for a comparison on how the stores or restaurants are doing against previously defined criteria.

Statistics

The mystery shopping industry had an estimated value of nearly $600 million in the United States in 2004, according to a 2005 report commissioned by the Mystery Shopping Providers Association (MSPA). Companies that participated in the report experienced an average growth of 11.1 percent from 2003 to 2004, compared to an average growth of 12.2 percent. The report estimates more than 8.1 million mystery shops were conducted in 2004. The report represents the first industry association attempt to quantify the size of the mystery shopping industry. Similar surveys are available for European regions where mystery shopping is becoming more embedded into company procedures.[3]

As a measure of its importance, customer/patient satisfaction is being incorporated more frequently into executive pay. A study by a U.S. firm found more than 55% of hospital chief executive officers surveyed in 2005 had "some compensation at risk," based on patient satisfaction, up from only 8% to 20% a dozen years ago."[4]

CBC Television's news magazine program Marketplace ran a segment on this topic during a January 2001 episode.[5

Ethics

The Trade Organization for Mystery Shopping Providers, MSPA has defined a Code of Professional Standards and Ethics Agreement for Mystery Shopping Providers and for Mystery Shoppers.

MSPA has also defined Standards for Mystery Shopping. The Standard is available in a full version and an Abstract version. The Abstract is available in 32 languages.

Other organizations that have defined standards for Mystery Shopping are: ESOMAR, MRS and MRA.

Hi Ashique

 

Thank you so much for the info.

Randhir

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