Mystery Guest Property Audits

Whether preparing for a corporate audit or simply seeking a qualified, independent Customer Service evaluation, Data Quest’s Mystery Guest Property Audits will identify service weaknesses and confirm compliance to brand standards. Our intelligence gathering will let you know if associates are following the protocols to which they have been trained.

Our Mystery Guest checks into the property for one night and discreetly surveys various departments to ensure consistent, quality service. These quality assurance evaluations are performed anonymously and provide management with insightful and meaningful data to correct service failures and prepare for a corporate audit.

Benefits

• Obtain independent, unbiased guest feedback.
• Identify service weaknesses.
• Identify associates deserving of rewards or recognition.
• Test compliance to corporate brand standards.
• Maintain your company’s positive brand image and build brand loyalty.
• Ensure associates are performing upselling strategies.
• Increase the likelihood that your guests will return to the property and recommend to others.

Experienced. Since 1981.

Since 1981, Data Quest has provided the hospitality industry with elite information gathering, loss prevention & detection expertise nationwide. Experienced and successful with union hearings and arbitrations, Data Quest supports its investigative findings and Mystery Guests are available for testimony, if necessary.

The agency’s network of carefully screened Mystery Guests reside throughout the United States and is comprised of individuals with diverse demographic backgrounds.

Data Quest is a licensed, insured and bonded agency, as well as an active member of MSPA-NA (formerly Mystery Shopper Provider’s Association), the trade association representing the customer experience industry throughout North America.

Comprehensive & Accurate Reporting

• Quick report turnaround.
• Online reporting with 24/7 secure web-based dashboard access.
• Performance standards checklist with quantitative results by department.
• Customized questionnaires to meet specific policies & brand standards.
• Narrative responses to support positive and negative findings.

Results Analysis

Data Quest’s quantitative results provide the opportunity for further analysis via graphs, charts and survey trending. Data collected during audits can be compared, contrasted and ranked over specific time periods chosen by our clients. This allows clients an easy manner in which to track data at all levels within the organization for performance feedback and coaching.

Pricing

Data Quest’s standard Mystery Guest Property Audit is designed to include evaluations of the core departments which a guest is typically exposed to during an overnight stay. A property can customize its own survey by selecting additional service areas for a nominal fee.

• Competitive, cost-effective, flat audit fee.
• No travel and/or mileage charges.
• No monthly minimums or long term commitments.
• Cancel with 30 days’ advance written notice.
• Program & volume fee discounts available.

All expenses incurred during a Mystery Guest Property Audit are charged to the guest room. Payment is made using a credit card and the property is responsible for crediting the charges once the final report is submitted. Data Quest will submit an invoice which will include the flat audit fee plus any cash expenditures, such as tips, for reimbursement.

Whether your property is a large resort, branded or chain hotel, independent concept, or small bed and breakfast, Data Quest can create a tailored evaluation to meet your exact service goals and standards.

For more information, contact (617) 437-0030 x 115, Info@DataQuestLTD.com or download Data Quest’s Mystery Guest Property Audits Info Sheet.

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