Mystery Shopping – Checking the Quality of Customer Service
Location: Jaipur
Client: A Luxury Hotel Chain The Problem: Drop in Customer Satisfaction
🔴 Unresponsive staff at the reception.
🔴 Delayed room service and food orders.
🔴 Lack of attention to VIP guests.
Our Approach: Uncovering the Gaps in Service
Step 1: Sending Mystery Shoppers – Our trained agents visited the hotel as regular guests. Step 2: Evaluating Service Standards – They checked staff behavior, response time, and overall hospitality. Step 3: Reporting & Recommendations – A detailed report was shared with the management.
What We Found
🚨 Key issues in customer experience:
❌ Front desk staff ignored guests during check-in.
❌ Room service took over 45 minutes instead of the promised 20 minutes.
❌ VIP guests were not given special attention despite pre-booking
The Outcome: Immediate Improvements
✔️ Staff retraining on customer service & response time.
✔️ Service time policies were updated for faster delivery.
✔️ VIP guest services were enhanced, improving overall ratings.