Our solutions for Hotels
Mystery Audits
A powerful tool used to evaluate the quality of service, customer experience, and operational standards in retail stores, hotels, restaurants, and other hospitality venues. Our trained mystery shoppers pose as regular customers, interacting with your staff and assessing everything from product knowledge and service efficiency to cleanliness and atmosphere. These visits provide detailed, unbiased insights into how your business performs from a customer’s perspective, helping you identify areas of improvement and ensure consistent excellence across all locations.
Mystery Calls and Emails
An essential tool for evaluating the quality of service provided by your reservation centres, customer care teams, and sales departments. Our mystery callers act as potential customers, engaging with your staff over the phone to assess factors such as communication skills, problem-solving abilities, product knowledge, and the overall customer experience. These calls provide objective feedback on how effectively your teams handle inquiries, resolve issues, and drive sales, helping you optimize phone-based interactions and maintain high standards of service.
MICE Evaluations
Our mystery shoppers and callers gather detailed insights on key stages, including inquiries, booking processes, and pre-event communications. By assessing interactions with sales teams, event coordinators, and customer service representatives, we provide you with comprehensive feedback on how well your staff handle these critical touchpoints. This information helps you optimize your MICE services, ensuring seamless and professional experiences for your clients from the first contact to the final follow-up.
Employee Engagement Measurement
Do you want to understand why guests return — or why they do not? Why one branch, property, or location consistently achieves higher conversion than another? Or what truly enables your employees to make the difference for your guests? These are exactly the questions we specialise in. We work at the intersection of guest experience, employee experience, and AI.
How we work
1. Get to know each other
We start with understanding your needs, brand values & proposition, approach and characteristics. From the very begging, we will be part of your team, not just a provider.
2. Define project
Together we define the survey questions, guest profiles, and the specific flow of the visits. No matter if your company has no previous experience with mystery auditors, we will help you from the begging.
3. Shopper training
We will train current shoppers and recruit new ones if needed to meet your criteria. They all receive a full training program to be totally ready before the visits.
4. Conduct the visits
Our trained mystery auditors visit your locations, acting as real guests, and evaluate all critical touchpoints.
5. Quality check
Every survey and report is carefully reviewed to ensure the highest quality before delivery.
6. Receive reports
After each visit, you receive a detailed data driven report with feedback, photos, and comments form the mystery guests.
7. Receive analysis
Periodically, we will deliver detailed actionable insights based on your objectives and needs.
What information and analysis do we provide?
Our in-depth analysis helps you understand how your hotel performs across the full guest journey. We identify operational gaps, service inconsistencies, training needs, and emotional touchpoints, giving your teams clear direction to improve performance, strengthen guest satisfaction, and create memorable experiences.
Periodic reports
Adapted and personalized reports with data extracted from the visits and calls. Monthly, quarterly, yearly… Together we will define it!
Personalized analysis
Information per country, brand, area, etc. Our analysis will cover all your company needs.
Results per visit
After every visit or call you will receive and get access to the report generated from the visit. It will include comments, pictures and answers from the guest as well.
The System
INPROVE uses an advanced customer experience platform that brings all results together in one clear dashboard. Clients can analyse data in real time, compare performance between regions, countries, brands, locations, store types, scenarios, or touchpoints, and follow trends over time.
Reports include scores, written feedback, improvement points, attachments, and photos. This makes results easy to understand and helps teams turn insights into concrete actions.
Easy for shoppers
Shoppers can submit reports quickly from any device and add comments, photos, receipts, and other relevant details directly in the platform.
Simple for your company
Clients can access results anytime, from any device. User profiles can be set up based on role, such as head office, regional management, location management, or department level. Reports can also be exported as PDF's or shared automatically by email.
Connected to your systems
Where needed, the platform can be connected to your existing systems through an API integration, allowing data to flow efficiently between platforms and supporting a more seamless reporting and follow-up process.
Let’s turn everyday stays into five-star experiences.
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