In-Depth Research

Our Mystery Shopping services are tailor made to each and every one of our client’s requirements. We like to think that we become an extension of our client’s team and we work hand in hand to provide the best possible Mystery Shopping Programs by creating unique questionnaires, profiling the correct mystery shoppers and giving results in a timely and prompt manner.

MHCS CONSULTING, together with the help of its international partners who operate a powerful online program, can provide clients with a crystal clear picture of what is happening on the front line of their operation.

The Benefits

  1. 01Tailor made surveys relevant to your company policies and culture.
  2. 02Audits can be effected on individual staff members or they can be generic and deal with a broader view.
  3. 03Results can be provided within 36 hours.
  4. 04Clients are given online access to all reports, avoiding additional time consuming administrational work.
  5. 05Reports on specific individuals can be used as a basis for conducting appraisals.
  6. 06Results are presented as a percentage and allow for staff league tables and / or different outlets, historical comparison, and trend reviews.
  7. 07Performance results can be compared with revenues generated either by the operation or by the individual.
  8. 08The information gleaned from results highlight shortcomings which are listed for management to take action on. Recommendations for improvement are given with presentations.
  9. 09The results highlight both the strengths and weaknesses of the operation and allow a Training Needs Analysis to be compiled or plan immediate coaching on a one to one basis to improve any one individuals’ performance.
  10. 10The system allows for total flexibility and can be used for other purposes amongst which are shopping the competition, security challenges, billing and cash handling needs, and honesty checks.
architectural-design-architecture-buildings-830891

Capabilities

Anonymous visits

Mystery shopper with CV

Shop the competition

Mystery phone calls

Website checks

Other Applications

Executives at Work

Every successful Leader will lead the team by example and hence the success of the organization. When working with clients, MHCS will jointly devise a scenario that will allow them to reveal the true leadership qualities of an identified executive by using a series of mystery checks and other management tools; results inevitably point towards the decisions to be made to benefit the business.

Integrity Audits

In the hospitality world as in other industries where cash and credit handling can pass from one person or section to another at great pace, temptation can set in and some will succumb. When this is left unchecked it can become a scam involving a web of activities which can drain the business. At MHCS we prevent this situation from occurring; alternately we get to the bottom of the cause using mystery guest checks and other active management tools.

With the Data Protection Act in mind, cameras and audio recording can be put to use provided that subjects are made aware of this possibility beforehand.

Monitoring External Services

The reputation of an organization depends as much on the product being promoted in itself as on the execution or delivery of the external service provided. Staff engaged on such services be they Delivery Services, Security Provision and Maintenance Services, which by their nature are less closely controlled may fall foul of the temptation to  abuse the relative freedom to roam which has the double effect of damaging a company’s reputation and leaving it open to repercussions which in certain instances can be serious. By working with MHCS and conjuring up suitable scenarios, these factors can be monitored, measured and followed up  using mystery guest services and other management tools that MHCS provide.

Shopping the Competition

By monitoring competitors an organisation is in a better position to embark on a strategy and employ tactics that will outflank them to become the more successful operator.   MHCS will use their practical approach to management in conjunction with mystery guest services and other tools to check for footfall, standards, pricing, changes in product ranges, merchandising and competitiveness.  Knowledge is the most powerful tool to have in a management kit bag and this is what we help our clients obtain.

Email exchanges – quality, response times and email trails

The email has increasingly become the main tool of communication and frequently presets physical contact between a client and a company.  MHCS can create a variety of scenarios depending upon requirements to audit staff via email communication;  Based on a company’s standards, we can audit aspects such as speed of response, tone of email, information given, follow ups and internal cross communication.

Telephone answering and company interconnecting standards

In most cases, the telephone acts as our first immediate contact with our customers. It is imperative that we keep up the same high standards when answering queries on the phone as when we are face to face with our clients. MHCS can create unique mystery phone call programs that can be based on a variety of scenarios depending upon requirements.  Mystery phone calls projects are the perfect tool for understanding how information is being passed on to clients (Even if this is simply a request for information for opening times or directions).

Based on your standards, our secret callers will audit:

  • Speed of Response
  • Type of Greeting
  • Information given and clarity
  • Communication skills
  • Follow up and suggestions
  Creating Meaningful Professional Interactions   Boost your professional interacting and communication skills while enriching...