Tourism IQ offers a Bespoke Mystery Shopping Service which will give you a customer perspective picture of the “experience” you offer. This service can be a very important tool in ensuring your service levels remain high and your customers receive a great visitor experience.
Why choose Tourism IQ to deliver a Bespoke Mystery Shop Programme for you
We both have had over 20 years of experience in a variety of tourism roles and have mystery shopped a number of tourist accommodation and activity/attraction businesses at the request of their owners. Also as Tourism New Zealand Qualmark assessors and business advisors, we have evaluated a large number of tourist businesses. Part of this role was to identify areas that would benefit from some attention and suggest ways to go about addressing these “gaps”.
Our time as Tourism New Zealand Qualmark assessors and business advisors saw us “evaluate” hundreds of tourist operators throughout New Zealand. This gives us a great background of knowledge to benchmark your operation against.
We have experience in mystery shopping, both accommodation and activity providers, and coming up with suggested improvements. On a number of occasions, I (John) have mystery shopped activity and attraction providers before delivering customer service and guide training sessions for their staff.
We believe progressive, successful tourism operators are open-minded and are always looking for opportunities to improve. They are on a journey from GOOD to GREAT. …. remember that Olympic slogan, “Better never stops.” Through a bespoke Mystery Shop experience, we can offer a fresh set of eyes to identify areas you could focus on. As previously mentioned, our recent role as Tourism New Zealand Qualmark assessors in both Accommodation and Adventure Tourism and Transportation, along with over 20 years in various tourism positions, has given us the opportunity to experience a wide range of tourism businesses and identify award winning practices. This allows us to see how you compare with benchmark operations.
Some operators rely on their customer satisfaction surveys to evaluate how staff are performing. While these do give you some feedback, they have shortcomings. You may have got the product right but are staff delivering that experience at the level your customers expect? So why not use us as a “new lens”, a fresh set of eyes, to check on the quality of the service delivery.
The results of the mystery shop experience may reinforce the high standards you believe you bring to your customer’s experience are being met or they may identify areas that could benefit from some fine tuning.