Mystery Guest is the use of specially prepared visitors for an anonymous estimation of quality of service, work of the personnel, its honesty, check of performance of the quality standards of products and services. Mystery Guest exists under various names:

• The confidential visitor
• The mysterious visitor
• Anonymous audit
• The virtual buyer
• Estimation of employees
• Telephone check

In the case if the arrangement, the price, and an offered product are not unique, service frequent becomes a key for success or the reason of a failure.
Purchase of the new client manages in 10 times more expensively, than keeping of existing.
One dissatisfied consumer will tell to 5 acquaintances about discontent with quality of service.

Why clients leave

Researches clearly show that a principal cause of loss of the client - a low level of the service given to him:

• 69 % a low level of service
• 13 % poor quality of a product or service
• 9 % because of activity of competitors
• 5 % another
• 3 % moving
• 1 % death

 
Mystery Guest possesses unique opportunities in various areas:

• Supervises and measures quality of rendered service
• Reduces a degree of fluidity of a consumer audience
• Informs employees about what is important in service of consumers
• Stimulates a necessary image of actions of employees by means of motivating systems of compensation
• Provides a feedback from "first line"
• Provides quality of the delivered goods and services
• Supports programs of promotion
• Carries out audit of the prices and conformity to standards
• Allows to analyze competitors
• Confirms data of marketing researches
• Opens necessity of additional training and an opportunity for growth of capacity
• Is the educational tool at training and development of the personnel
• Enables to provide positive relations with consumers
• Supports honesty of workers

 
Mystery Guest can function in different forms:

• Residing as the visitor directly in hotel (if there is a necessity - in hotels of competitors)
• Booking by phone
• The order through the Internet
• The hidden record by video/audio

Stages of the project:

1. Definition of the purposes and problems
2. The statement of the questionnaire
3. Data gathering
4. The analytical report
5. The plan of the further actions

Stage 1. Definition of current and desirable parameters of work of employees, divisions, and key factors influencing these parameters.

Stage 2. The questionnaire containing the detailed description of checked criteria of quality is represented to the customer. The degree of importance of criteria which then is reflected in system of calculation of an estimation of visit is jointly discussed.

Stage 3. Experts make visits on prearranged certain technologies. In conformity with the script of visit and the instruction in the hotel, supervisory pilots operates as usual visitors: communicate with employees, ask to render additional services, make a complaint, etc.

Stage 4. The collected information is brought in the questionnaire directly during visit. If necessary, the expert carries out hidden by audio and video record of the visit. Data is reduced in the report which is analyzed by employees of the company. The information is entered into an electronic database and the objective estimation of a degree of quality is analyzed and turned out. The accounting information in the form of the analytical report is given to the customer in any format, convenient to him. Primary reports and audio-video materials also can be passed to the customer.

Stage 5. The received results are analyzed by employees of the customer (if necessary with participation of the experts participated in check). On the basis of this analysis experts offer necessary actions and measures for increase of an overall performance of the enterprise (the program of training, motivation, creation of marketing programs of promotion of the enterprise, etc.).
Most effectively functions constant programs when employees know that any visitor can be the Mysterious buyer.