Tag Archives: customer satisfaction

Hotel Mystery Shopping for Customer Services (UK)

Mystery Shopping Hotels

Mystery Shopping Hotels- Read more about the Crowne Plaza Case Study below

Hotel Mystery Shopping and customer insights specialist Tern is delighted to be working with Crowne Plaza Hotel Edinburgh.

The partnership has seen Tern monitor and analyse levels of customer service by providing a bespoke hotel mystery shopping programme to evaluate the high standards expected at the upscale hotel which caters for business travellers, and to the meetings and conventions market.

Tern Digital Sales and Marketing Manager, James Harper, said: “It’s fantastic to work with a hotel chain which seeks to deliver exceptional customer service to all those who visit. Crowne Plaza Hotels recognise mystery shopping hotels can help the staff and management  teams to achieve its overall customer satisfaction goals and ensure that Visitors and Hotel guests receive a first class stay ”

Lucja Leonard, General Manager at Crowne Plaza Edinburgh Royal Terrace said of Tern: “I was very interested to get involved in working with Tern and gaining some further insights into my business through the use of mystery shopper reports. Whilst we are receiving great reviews about our customer service & quality following our guests stay, I was curious as to how well we were handling our customers prior to their arrival. It was certainly surprising to see the results. The mystery shopper reports from Tern have meant that we have made some positive changes to our procedures and the management of leads & calls coming into the business. A winning solution.”

Delivering a first class Hotel Mystery Shopping Programme

In working with Tern Crown Plaza Edinburgh were able to take advantage of surveys with built in manager action plans, streamed best practice video content and a tracked appeals process.

To find out more about how we can help you assess your hotel conference suite sales delivery and customer service performance within the Hotel Industry and leisure sector call our team on 01939235555. Or why not visit our mystery shopping page to find out a little bit more about our approach and delivery methods for Hotel Mystery Shopping and read the case study in full.

Written by James Harper – Digital Sales & Marketing Manager – Linkedin Google+ 24/07/2014

Do you really know how satisfied your customers are?

Customer Satisfaction Scoring

Written by Gary Edwards – Managing Director – Linkedin Google+ 12/06/2014

Is my customer satisfaction data reliable?

Reliability is everything in the world of data and gathering information on your customer experience is no different.  To develop your service model and build customer loyalty you need accurate reliable feedback on customer satisfaction levels.

Yesterday I was in the post office and as I left, a member of staff asked if I’d mind answering some questions. I was asked my opinion on a few things and the type of services I wanted from the post office. I was generally quite positive in my responses. Finally, I was asked the Net Promoter Score question. As I had waited 10 minutes to be served I gave an NPS response of 7. The member of staff hesitated and I looked down at where she was writing. She input an NPS of 10 then looked up and realised I had seen what she had done. There was an awkward silence while we just looked at each other and then she thanked me and I left.

So here is an exercise that is being conducted by a member of staff that has a vested interest in receiving a positive response. It’s a bit like when you have your car serviced and at the end, the service advisor hands you a feedback card then lays a guilt trip on you telling you how important it is that they get 5 out of 5.

Broadly speaking, these exercises are a waste of time and money. Worse still, they prevent the business from developing service and processes in line with genuine customer emotions and opinions.

So what customer feedback process do I use to stop this?

The answer is to employ feedback processes that allow customers to provide open and honest feedback at a time and place when they do not feel compelled to ‘please’ the person asking the questions.

It is also imperative to protect your surveys from false entries generated by staff members ‘gaming’ the system. There are many ways in which good technology can protect you from this and also broader approaches to the objective which can dramatically decrease the incentive to input false responses.

Achieve the best of both worlds

At Tern, we believe that customer experience measurement is best achieved by the intelligent combining of mystery shopping and customer satisfaction measurement. You can read a little bit more about this in my previous post Mystery Shopping vs Customer Satisfaction.  By understanding the culture of the client organisation and the end objectives, we can advise on how these services can be configured and blended to deliver best value.

You can also find out more about our services by visiting our page about mystery shopping.