We Are
REAL EXPERIENCE
MYSTERY SHOPPING
So you think all mystery shops are the same? Think again. Real Experience assessors use their vast experience of the industry to provide insightful, unbiased feedback.
We work closely with our clients to design reviews which deliver rich insights that are actionable. Our Mystery Shopper Assessments are carried out by experienced professionals posing as customers who will reflect on customer interaction with your business and provide you an independent and objective view of your customer's experience and measurement of your defined standards, leaving no stone unturned. If you are a management team wanting to improve or for a business owner looking for a complete overview of what is happening in your business then this service is for you!
​
We operate only in the hospitality and leisure sectors. Our service has been developed from our operational backgrounds. This is vital when it comes to analysing your company’s specific needs: we understand what you want to achieve.
Our reports provide quantitative statistical analysis and a qualitative interpretation.
We offer fully trained assessors to mirror the profile of your customers.
What You Will Receive
-
You will receive a detailed report along with a smart summary that pulls together all of the visit’s information into a customised report that is informative, accessible and actionable.
-
Drawing on our industry and market knowledge, you will receive several recommendations on how you can improve your business and the customer experience.
“This is an easy win for a property with limited Human Resources and Quality standards measurements giving a huge return on investment”
Donnacha Hurley
General Manager, Absolute Hotel.
Developing a Mystery Customer Programme consists of the following steps:
-
Understanding our client’s service standards and developing their questionnaire
-
Selecting appropriate assessors
-
Determining a visit schedule
-
Briefing assessors
-
Analysing information
-
Submitting detailed report
-
Helping our clients to use the information to improve their business
Frequency and type of visit
For Mystery Customer Programmes to be truly representative, multiple assessments are recommended.
​
One off Mystery Assessing
One mystery visit is conducted by a trained assessor or an industry specialist. This can be used to assess training needs or a full operational evaluation.
​
Multi-wave Programmes
Visits are conducted at regular, set intervals: weekly, monthly or quarterly, for example. These could be used for assessing service, standards, product and training needs.
Competitor Assessment
Visits as above, but used to monitor competitors or benchmark industry standards
Standards management
Customer experience determines whether or not someone returns to your establishment and consistency is a key success factor in the hospitality industry.
We can support you in improving your business through helping you to define and manage your standards.
​
Engage with us to ensure your standards meet today’s expectations.
We help you determine your standards.
We advise how to communicate and train those standards to your team via initial skills
training plans in all departments.
We assess your standards via mystery shopping and report accordingly.
We advise how to rectify those standards that do not meet your guest expectations.
FACT!
Existing customers are 50% more likely to try new products and spend 31% more, when compared to new customers.
“It takes months to find a customer… seconds to lose one.”
Vince Lombardi
Customer Service Training
​
Real Experience training for people who want to offer more.
A brand is defined by the customer's experience and the experience is delivered by the employees.
At Real Experience, we appreciate that every organisation will have its own unique training objectives, therefore we tailor our Seirbhís customer service program to suit your individual needs.
Modules include:
-
Attitude for Customer Service
-
Understanding the Customer Service Journey
-
Creating a WOW Customer Experience
-
Becoming Warm, Genuine and Welcoming
-
Handling Difficult Customers/ Complaints
-
Managing Customer Feedback
-
Barriers to Delivering Excellence in the Customer Experience
“Building a good customer experience does not happen by accident. It happens by design.”
Clare Muscutt
