• Independent & impartial feedback
  • Help enhance your customers' experience
  • Recognise outstanding employees
  • Determine if service delivery matches standards set
  • Identify training needs
  • Measure results of training
  • Quantify average length of call or transaction
  • Provide useful management information
  • Identify ineffective processes and systems
  • Help improve performance & behaviour
  • Improve customer retention
  • Improve consistency
  • Make changes that count
  • Help to build employee & client loyalty
  • Help grow your business

Mystery Shopping

Mystery ShoppingITS Incognito is best known for its detailed and accurate Mystery Shopping programmes.

Mystery Shopping provides an insight into what happens when prospective customers make contact with your sales and customer service teams. Mystery shopping can be used for a myriad of purposes from performance improvement to customer experience, benchmarking, competitive analysis, and price auditing.

ITS Incognito specialises in the Hospitality industry and has accumulated a wealth of knowledge and expertise in this field. We provide highly effective Hospitality Mystery Customer programmes designed for:

  • Meetings and events
  • Room reservations
  • Group sales
  • Spa day bookings
  • Leisure club membership
  • Corporate golf, tee time enquiries, golf membership
  • Private club membership
  • Restaurant bookings
  • Private dining
  • Theme park and visitor attraction bookings
  • Switchboard

Our Mystery Customer programmes are appropriate for any business providing customer service and are therefore not exclusive to the Hospitality industry. We offer a bespoke service and tailor each programme to match the service standards of each of our clients.

ITS Incognito's Mystery Customer programmes are cost-effective and our range of Mystery Shopping services covers every aspect of the customer experience:

Mystery Shopper Programme
ITS Incognito is a company that understands our business and what we are aiming to achieve
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Mystery Guest