Mystery Guest Audits
About: delivery audits
Deliveries have become a bigger revenue stream for brands and, more importantly, customers expect the same level of attention and care at every touchpoint, even when remote. Ensure the your brand promise is consistently delivered by your delivery ...
About: events monitoring
Events come in many shapes and sizes, with many variable factors that can influence guest experience. The difference between a good and a great event is often small but it takes focussed effort to monitor the things that matter and to use insights to ...
About: visit reimbursements
Visit reimbursements Reimbursements are added on top of the report fee and are a capped amount to cover the minimum cost of a typical guest experience. 'Typical' for quick service generally means for one person, while most other experiences are based ...
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 ...
About: no-return rule
You will be visited by a wide range of mystery guests - by default, we prevent the same person from returning for 3 months, although this is a configurable option. Benefits: Assessor anonymity As HGEM has many thousands of mystery guests, each visit ...
Audit feature: pdf report formatting
We create each audit questionnaire bespoke for every client, and can work with you to create a pdf report which best reflects your aims and purposes. Benefits Report clarity Show the information that you want to see, and hide anything you don't. ...
Audit feature: question formatting
We create each audit questionnaire bespoke for every client, and will typically include a range of question types to best reflect the purpose of the programme and drive actionable feedback. Options for question scoring We will typically include a ...
Audit feature: grouped questions
Group similar, or themed questions together for analysis. Benefits: Get combined scores Group together questions for analysis outside of the structure of the audit questionnaire. You can even get combined scores for questions across multiple ...
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 ...
About: No-return rule for mystery guests
You will be visited by a wide range of mystery guests By default, we prevent the same person from returning for 3 months, although this is a configurable option. As HGEM has many thousands of mystery guests, this means that a visit report will ...
Question: Do you pay mystery guests?
Generally speaking, mystery guests are volunteers This is because we want them to have as normal a customer experience as possible and provide us with a balanced report without feeling that it is paid work. However, it is normal practice to reimburse ...
About: Types of audit available
Assessments are carried out by mystery guests who have been briefed by us. But there are several different types. Here's how they are handled in The Hub: 1. VISIT ASSESSMENTS. The most common type, and therefore usually the default. A mystery guest ...