New York City Restaurant Secret Shopper Service; Coyle
Hospitality Group:
Your New York City restaurant can realize a wide range of benefits
while evaluating customer service, product knowledge, sales efforts, product quality, and store
appearance. Detailed customer feedback from our
experienced New York City restaurant secret shoppers provides unique perspectives
and enhances your competitive edge.
There are many measurable ways secret shopping can
affect your business’ bottom line. A
properly-designed mystery shopping program which
sets clear standards, provides staff incentives and
communicates results can increase sales, cut costs,
and improve the customer experience. The following
points detail how these benefits can be achieved.
Increase Average Check Total
By setting a standard of "up-selling," and
monitoring the compliance using our mystery
shoppers, a business can raise its average check
total. This alone can pay for the cost of a
comprehensive program! A secret shopping program
can also help determine if specials are being
described in an appealing manner to further increase
the average check.
Gain Staff Awareness of Standards
The feedback you receive from our mystery shopping
program continually reinforces operational and
training standards among employees and assists in
incorporating these standards into a bonus and/or
recognition program. When your staff and management
understand, accept and focus on set standards, this
will translate into lower turnover and an increase
in productivity.
Encourage Excellence
CHG provides comprehensive reports that rank and
trend store, region, district and company-wide
performance in customer service, product quality,
and location appearance/atmosphere. This helps drive
competition among stores and regions, thus
increasing productivity and improving customers’
overall experiences. All results are available
online via our web site anytime you need them.
Research at a Lower Cost
Mystery shopping or spotting can provide feedback on specific
products or menu items, thereby saving marketing
dollars on costly focus groups. CHG can develop
special evaluations to be implemented over a
specific period of time or in a specific region to
measure the customer perception of a new item. This
can provide valuable product information before a
full release of a new item. We can also implement
additional shops at new or under-performing
locations to provide more detailed information about
strengths and opportunities for improvement.
Monitor Cost Controls
CHG can assist with cost controls. Our shoppers can
determine if all items were charged correctly and
included on the bill. They can also determine if
proper change is given, thus identifying another
potential source of "shortage". Such problems can be
easily corrected with careful monitoring and
follow-up.
Improve Customer Experiences
The most apparent benefit of a mystery shopping
program is the opportunity for improvement in
customer service and the customer’s general
experience. This leads to increased repeat and
referral business. Overall satisfaction questions
can be asked in an evaluation. Our shoppers can
describe the most pleasing aspect of their
experience, what they feel could be improved, and
whether they would recommend the establishment to
others. Other comments throughout the evaluation
also allow you to see how each store could have
improved their score and the customer’s experience.
