One Size "Does Not" Fit All
For example, assessing the guest experience is different from auditing a brand. Enivoo has developed various solutions to fit your business perfectly. See a few common variations below that we are familiar with. Each requires a slightly different approach in the questionnaire, the visit itself, and the reporting & analysis.
For many, the starting point is whether the guest enjoyed their experience, what influenced it, and what they will say to their friends. This style of reporting tends to have a smaller number of questions but elicits deeper, often subjective, feedback about the experience. Our teams are trained to make sure that the content is balanced and fair, even if it is subjective. It can be useful to include some objective questions to dig behind what influenced the perceptions. The net result is that your teams should almost feel like they were there, and be able to properly see things through the guest’s eyes.
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Base Your Decisions
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Brand Audits
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Your brand standards are what mark you out from the competition and sometimes it is worth pushing the boundaries a bit. This is particularly the case where you have established a successful new concept that you wish to scale up through opening additional sites. A programme based on brand audits is a way to establish a clear framework for your teams to work within. The questions tend to be more numerous though simpler, often with a Yes/No response, and we always encourage supporting comments. Many such programmes also include some broader ‘reflection’ questions.
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Recorded Telephone Calls |
We can use mystery calls to assess the quality of first impressions and to measure the effectiveness of your team in dealing with sales enquiries. In our experience, many calls are often rushed and leave the customer wanting more detail. This can be costly if, for example, you lose a lucrative Christmas or wedding booking to someone else. We can make a recording of the call (as long as your staff are aware that calls may be recorded). Most calls are accompanied by a questionnaire about key standards and perception.
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Showarounds |
If you host events at your venue, manage conference sales, or recruit members to your club, the way your sales team deal with a showround can significantly affect your sign-up rate and we can help you to spot the opportunities. Depending on the nature of your operation, potential customers may just turn up on spec or there may be a more detailed scenario of several stages, including a follow-up call by your sales team. We would try to match a typical process and use assessors of a suitable profile to behave like a normal interested customer. In addition to the showround report, we can collect and forward any sales material received by the assessor.
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Professional Reviews |
If you run a specialist operation such as fine dining, a luxury hotel, or events and conferences, you know it can take a trained eye to recognise excellence. We can provide assessors with relevant professional experience or training to provide feedback at a higher level. 'Professional' customers behave as a normal guest and provide feedback in the standard format, but you can be confident that they know what they are talking about from an operator's viewpoint as well as a guest’s.
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Self-Service Assessments
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There are some circumstances where you won't need us to source an assessor and validate their report. For example, if you want to perform assessments on your competitors' sites, or if your Area Managers need somewhere to record their audits. In these cases, we can build a simple website to capture the data. This goes into our database and you can report on it in the same way as for other mystery visits.
