quality assurance mystery guest audit

Quality Assurance through Mystery Guest Audit

Mystery shopping has been a long established and useful tool to ensure quality and consistency. Quality audits, as mystery shopping is commonly called, will not achieve measurable results as a single tool, but are part of a holistic method of training to maintain and improve service and quality consistency.

We monitor and evaluate compliance with the operator’s checklist of performance or service standards; if these are not established, we conduct the mystery shopping process benchmarking actual practices against best business practices.

We provide the following services:

  • Analysis of key shortcomings within the operation.
  • Goal setting for key performance indicators.
  • Setting up of a quality assurance program and its communication to all concerned.
  • Execution of the mystery shopping series.
  • Reports and review of results supported by photographs.
  • Recommendations for training and policies to owners and management.
  • Inspectors may stay between 3-4 days, if circumstances require it, instead of rushing through a hectic 2 day audit.
  • Inspectors take their time for detailed discussions with the owner/general manager to ensure a lasting improvement.
  • Shortcomings and training suggestions that have been identified are addressed by us providing a proper training schedule.
  • Training programs are run the entire year.


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