NEW YORK, July 20, 2016 /PRNewswire/ — Coyle Hospitality Group has reached a significant milestone in its corporate history. This month the mystery shopping industry leader celebrates its twentieth year in business. Clients include many Fortune 500 hotel companies, restaurants, spas, cruise lines and retailers, all of which turn to Coyle to facilitate objective evaluations regarding the quality of their customer service and guest experience.
“We are fortunate to have a large and loyal client base,” says Jim Coyle. “These are quality businesses that rely on us to help them ensure they provide a superior level of customer care. On this, our twentieth anniversary, we’re grateful for their confidence in our abilities and sincerely appreciate the role they’ve played in Coyle Hospitality’s success.”
Founded in 1996, Coyle has been a pioneer in facilitating the gathering of meaningful data through the use of mystery shoppers. It has completed over 100,000 evaluations and maintains a far-reaching network of over 25,000 independent professional evaluators worldwide. Coyle has more than 500 clients and operates in more than 100 countries.
“In today’s ultra-competitive world, organizations must capitalize on every opportunity to stand out from their competition,” explains Jim Coyle, Founder and President of Coyle Hospitality Group. “We help businesses fine-tune their operations and give their customers the best possible experience, which over time grows sales.”
Mystery shopping programs can provide insights that might otherwise be overlooked. It answers questions such as:
Is your brand living up to its brand promise?
Are associates performing the way they’ve been trained?
Are marketing initiatives being executed the right way across all location?
Do salespeople respond effectively to customer objections?
Are customers satisfied with the experience?
How does your organization stack up against the competition?
According to Jeff Gurtman, Managing Director of the company, “Numerous studies show that consumers are willing to spend more with companies that provide outstanding service. Customers are also likely to tell more people about a bad experience with a business than they are a good experience. How you treat customers has a direct correlation to the bottom line – great service drives sales and engenders loyalty.”
Gurtman adds that today’s businesses must pay close attention to the level of service they deliver if they are to be successful. Organizations that invest in quality assurance and work to continually improve their interaction with customers achieve better long-term results.
Mystery shoppers provide immediate information that should then be analyzed and translated into actionable steps. “The goal is to create a consistent, positive experience for customers that will inspire their loyalty and build the brand,” Gurtman says.
Jim Coyle, President of Coyle, is optimistic about the future. He sees the industry continuing to grow. “More and more industries are tapping into what the panel offers; timely, detailed, objective, and structured customer feedback. Content is king, and mystery shopping content is extremely powerful and flexible content. Companies are just beginning to optimize this very unique market research discipline. After 20 successful years in this business, I can say with confidence that the future is bright for Coyle Hospitality Group and for companies that use insights gained from mystery shopping data to become more customer-centric.”
About Coyle Hospitality Group
Founded in 1996, Coyle Hospitality Group is a market leader in designing and implementing mystery shopping, quality benchmarking, brand compliance, and market research programs globally. The company has facilitated over 100,000 evaluations since it began through its worldwide panel of over 25,000 professional evaluators representing its customers’ true customer profiles. Areas of expertise include restaurants, hotels, resorts, cruises, spas, timeshares and other high-touch experiential industries.