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MYSTERY AUDITS


  • A process of gathering observational data about an establishment with respect to predefined parameters (including customer service, performance, processes) identified.

  • Helps leading companies close the gap between the promise of service excellence and its actual delivery. Provides an instant snapshot of what employees are doing and saying or behaving.

  • Identifies areas where improvements will have the greatest impact. 

  • Feedback helps conduct training programs to plug gaps & can be also used to evaluate the success of training programs.

  • Integrity & Loss prevention checks to evaluate staff integrity & identify any sign of impropriety, ineptness or irresponsibility in the handling of cash or inventories.

  • Observation, evaluation and recommendation! In short “Your clients are working for you!”

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Mystery Audits - PROCESS

Define parameters (including customer service, performance, processes) during requirements phase to gathering observational data.  Define scope and frequency of study. Define performance criteria including KPIs for evaluation. Project execution followed by reporting & briefing.
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ESTABLISHMENT BACK END / ANNOUNCED AUDIT

Check on the back end areas of the establishment not in direct contact with guests including store rooms, HR, housekeeping etc. Check on the specified brand standards followed at the establishment. Identifies areas where establishment not matching the set standards . Covers all areas as required by the team including checking establishment readiness for security protocols, statutory obligations, licenses etc. Announced audit – auditor visits the establishment and announces themselves as the auditor to be able to access the back areas and conducts the audit in all the areas. Immediate audit activity without time gap allows auditor to check on the establishment readiness at any given time.
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Mystery Audits - OBJECTIVES

To validate any deviation from company-wide focus on improving the customers’ experiences. To understand customer experience , customer delight-driving behaviors and highlight associate behaviors to improve customer delight and loyalty. To improve suggestive selling , ensure legal compliance and identify gaps in training needs . To create action plans and set goals to focus on improving customer satisfaction.
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