Measure the guest experience The independent mystery shoppers who participate in Coyle-designed programs objectively measure crucial aspects of the valet and parking experience that affect guest satisfaction and loyalty. The process begins with an understanding of your business. What's important to your customers and partners? What inspires loyalty? What differentiates you...
Did you know that Coyle’s panel of 30,000+ restaurant diners participate in an ongoing benchmarking study? It’s true! Each and every night we are scoring dozens of restaurants’ performance. Here are some of the findings from over 7,000 restaurant visits at full service restaurants throughout the world over the...
Introduction to Mystery Shopping Scoring As you kick off your mystery shopping/quality assurance program, please keep in mind these best practices. The Survey The measurement instrument (aka survey) is composed of a combination of your brand standards, guest expectations and other important content as directed by your team. Scoring...
Happy Hotel Employees and the Quantifiable Effect on Guest Satisfaction Happy employees equals happy guests. This principle is as well-known as the idea that happy employees directly affect all the drivers that impact guest satisfaction. This makes sense, especially in the hospitality industry, where employees have prolonged contact with guests....
Gone are the days of traditional, Mad Men-esque business travel – no more chain smoking on airplanes, hired car services, or flavorless hotels booked by the secretary. With a simple swipe of the screen, our nation’s Millennials have transformed business travel. They’re now the biggest portion of America’s Labor...
We’ve all heard about five star hotels, but what does it really mean for a hotel to have a ‘five star’ rating? There is no international standard for ranking hotels, so hotel ratings differ from country to country, with some offering diamond ratings and others star ratings. There...
Check our very own Jim Coyle featured in Condé Nast Traveler’s Travelogue Podcast. Great tips and stories, Jim!
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...
For all those people we saw this week in Chicago at NRA Show 2016, it was great to see you! For those who couldn’t make it, we put together a quick recap of the show. Tipping Point: Experts Debate Gratuity Structures On Saturday, May 21, Jim Coyle led an educational...
Madrid Evaluator – Valentina E. Valentina has lived in Madrid for over 28 years. She spends one or two months each year traveling around Europe, and once spent a year living and working in England. With two undergraduate degrees in business and marketing and a masters degree in teaching,...
