Our Mystery-Audits
What is a Mystery-Audit ?
The mystery-visit is an effective quality control tool that allows for a natural, neutral and professional introspection of a customer experience. It originated in the United States in the 1940s.
A mystery-visit is different from other evaluation methods: more objective, less limited in scope than an online satisfaction survey and more extensive and much less emotional than an online review on a specialised site, the mystery-visit, as designed at EA Pro Nantes Formation, is based on a precise and demanding quality standard, which is never fixed and perfectly adapted to your hotel, respecting the guidelines defined during its preparation with you.
The mystery visit process consists of a fake-guest or mystery-guest presenting himself as an ordinary guest in your hotel. Once settled in, he will observe and experience all the services, referring to measurement criteria. The mystery visitor listens, looks, analyses, exchanges with your staff, asks questions, provokes, complains, etc. By playing his role perfectly, he will live the same customer experience as a real customer, which he can then analyse to identify the strengths and weaknesses of your hotel.
He will be able to accurately assess the savoir-être skills and emotional intelligence of your teams, which are key to customer loyalty. He will then transcribe his observations and, if necessary, his feelings in a predefined observation grid called a matrix, shared with you and comprising a minimum of 400 points.
At EA Pro Nantes Formation, the mystery visitor (Eric Alauzen) is a hotel professional whose eye will inspect all the details (material and human) of your hotel. The mystery visit report, sent within seven working days of the visit, will allow the hotel management to find out what your customers really think of your hotel, and its contents will highlight the strengths and weaknesses of your staff, and will serve as a framework for a training plan to build, refine or reorient it.
Mystery-Audit process
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The mystery visit is prepared confidentially with the General Manager and the Human Resources Manager during a face-to-face or remote interview where all the details are discussed: dates, duration, submission of the report, adaptation of the matrix to the requirements and needs of the hotel.
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EA Pro Nantes Formation draws up an agreement, signed by both parties. A deposit of 50% is then paid by the hotel. The mystery visitor adapts the matrix and makes a reservation by telephone to assess the quality of the telephone response.
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The visitor goes to the hotel like any other guest. He notes and evaluates all the services provided by the hotel according to the matrix. He carries out his mystery visit under the best conditions.
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Within seven days of the visit, he submits a confidential visit report to the General Manager. This report is sent by email after a face-to-face or remote debriefing. The report also includes a training plan aimed at correcting the weaknesses identified during the mystery visit.
To find out more about our mystery hotel visits, visit our Brochures page. English version of these brochures are available in English on request.
Another original and highly effective service, which includes both a mystery visit and an immediate follow-up training course in savoir-être skills over two days or ten days, is also available on request. See our Excellence Offers.
The Mystery Flight
A mystery-flight on an airline is based on exactly the same principle as a mystery-visit to a hotel. A mystery passenger will travel on one of your airlines and analyse every aspect of the passenger experience, from the booking (in person or remotely), then at check-in, boarding, during the flight, to baggage collection.
Just like for a mystery-visit, the behaviour and skills of your ground and on-board staff will be scrutinised and analysed scrupulously and a mystery flight report, accompanied by a training plan, will be sent to you seven working days after the flight.
The mystery passenger (Eric Alauzen) had actually worked on the customer loyalty processes of the Australian airline Qantas and had for several months played the role of a mystery passenger on long-haul flights between Sydney and Paris, as well as on other medium-haul flights.
To find out more about our mystery hotel flights, visit our Brochures page.