List of features for operational audits
Ensure your teams consistently practice what they have been trained through objective measurement of standards, processes, behaviors and sales opportunities.
Audit Areas:
The following types of assessment are available, and can be reported on separately:
MYSTERY VISIT: The most common assessment, conducted as a paying guest at your venue
DELIVERY ASSESSMENT: Assessment of a delivery ordered from your venue
SALES ASSESSMENT: Either a mystery call or an on-site showround
PROJECT ASSESSMENT: One-off projects, such as new openings or menu changes
INTERNAL AUDIT: An online form that your team can use to conduct their own assessments
Audit features:
Reinforce the processes, standards, behaviours and selling opportunities that are necessary for sales growth through objective measurements from mystery guest audits.
OBJECTIVE MEASUREMENTS: Mystery guest assessments are the only practical way to objectively measure the delivery of standards, processes and behaviours, free of any subjective opinions. Measurements are backed up by detailed comments, and often images too, helping you to visualise the experience behind the report.
BESPOKE PROGRAMME DESIGN: We tailor the audit questionnaires not just to match your brand but also to reflect the purpose of the programme and to drive actions. Audit components can include pass/fail, focus questions, historical results, question categories, guest journey stage, and internal benchmarking.
IMAGE AND AUDIO FILES: A picture tells a thousand words. Useful images can be added to your report for viewing in The Hub, as can recordings of telephone enquiries (additional charges may apply).
CAREFUL VALIDATION: The accuracy and usefulness of our reports is paramount to us, so we take care to understand your culture and expectations. Rather than outsourcing proofreading, we carry out our own extensive quality checks on every single report. Mystery guests’ benefits depend on the quality of their recent reports, so we can ensure they are motivated to make accurate observations.
NEXT DAY DELIVERY: A detailed report for a visit completed today will be in your inbox and in The Hub - our Guest Experience Management platform - by the next business day. Unless, that is, you want to hold back reports until the end of the period to keep teams on their toes – we can do this too.
Audit components:
BRANDED REPORTS: Add an image to the top of your reports to complement your internal branding for the programme.
HIGHLIGHTED DETAILS: Select which results to highlight at the top of your reports.
SECTION SCORES: Display scores and percentages for each questionnaire section.
CATEGORY ICONS & SCORES: Create icons for different types of questions and display category scores on the front page.
BONUS TRACKING: Select questions that count for manager or team bonus and the minimum threshold that must be achieved on each of them.
PASS/FAIL: Select a question that determines whether a report passes or fails, and display the result on the front page.
INTERNAL BENCHMARKING: Display on the visit report front page the average score for the area and company as a benchmark.
QUESTION WEIGHTINGS: Some questions are more important than others and can be weighted accordingly.
EXCLUDE FROM VISIT SCORE: An option to exclude certain questions from the overall visit score (for example, if you want to measure third party delivery companies or maintenance items without affecting the score for the team on duty).
DETAILED COMMENTS: Mystery guests can add comments on all or most questions to capture valuable context.
HISTORICAL TRACKING: The results for each question, section and category are displayed on the visit report for the current and up to three previous visits to the same location.
For more information, please see our in depth audit formatting guides below:
Reporting and analysis:
Visualise your audit data with interactive dashboards, graphs and heatmaps to easily identify areas of opportunity and things you're already excelling at. You can cut, segment, filter and export your data almost any way you want within our award winning Hub portal.
CASE MANAGEMENT: Where appropriate, create and assign actions against any operational audit data in The Hub, giving each action a status, priority, deadline, category and owner.
INTUITIVE DASHBOARDS: Our dashboards are user-friendly, with various interactive features to help users to quickly identify patterns and create positive actions to improve your business.
INTERNAL BENCHMARKING: The Hub shows how selected locations compare with all locations. And league tables show where each location ranks.
EXTENSIVE HEATMAPS: Cut the data by dimensions such as visit date, time or location. Results are colour-coded to draw your eye to the areas in most need of attention.
DATA EXPORT: extract data from any dashboard, chart, table or heatmap from The Hub and export it to a CSV or PDF file.
Next steps:
Get in touch with your account manager if you would like to discuss creating a bespoke operational audit for your business.
To get started you'll need to confirm the following details:
QUESTIONAIRE:
To help us create the questionnaire:
- If you have a training guide you provide for new starters/copy of service steps, we can build on this and create a draft questionnaire.
- Alternatively, we can share an example questionnaire in Excel to use as a starting point.
ORDER REQUIREMENTS:
- Order requirements for guest - so we can determine guest reimbursement.
ADDITIONAL VISIT REQUIREMENTS:
- We would recommend that the guest asks a question to test the team’s knowledge and take photos of food/drink and anything that fell below standards etc. - let us know if you have any additional requirements.
SCHEDULE FOR VISITS:
– We normally recommend guests visit anytime during opening hours, so you get a good mix of visits, but we can specify days/time if preferred.
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