About: mystery guests

A mystery guest could be anyone, provided they can be objective.

Benefits

Get objective feedback

Our mystery guests come from a wide range of backgrounds and ages. This is because they are ordinary members of the public. But what we ensure they have in common is the ability to provide factual (not emotional) accounts of their experience. And generally speaking, their motivation is simply that they want to provide useful constructive feedback.

Guest profiling

We generally advise a random selection of guest profiles, as this is most likely to reflect your audience. However, for certain brands we can restrict to specific age ranges where there's a good reason to.

Natural visiting habits

To ensure that each report is a realistic reflection of a typical guest’s experience, our assessors choose, rather than are assigned, the experiences that fit with their lifestyle. We provide detailed pre-visit briefing information for every visit so that people select experiences that match those they would normally choose for themselves.

Getting started

Full mystery guest management is included as standard as part of all assessment packages, but please don't hesitate to get in touch with your HGEM account manager if you have any further questions about our assessors.