ITS Incognito will provide feedback which is:

  • Measurable
  • Actionable
  • Concise
  • Neatly presented
  • Easy to interpret
  • Extremely useful
  • Objective
  • Reasonably priced

On-line Booking Audits

With more and more companies relying on the internet as a major source of revenue, the need to evaluate your company's response to enquiries made over the internet is essential.

Could your website generate more enquiries or bookings?
Is your website performing effectively?
Do you have clear objectives for your website and are you able to measure how successfully you are meeting these?
How quickly does your sales staff respond to website enquiries?
Do the prices on your website match the prices quoted by your sales staff over the phone?

Our On-line Booking Audit is designed to help you monitor and evaluate the service you provide to your customers via your website.

Our team of Incognito Assessors make reservations, check availability and/or request information by utilising your on-line booking or information request facility. We can also evaluate enquiries made via a third party.

Mystery Shopper feedback can include:

  • Ease of use; navigation and layout
  • Page download speed
  • Website performance; technical difficulties
  • Online sales process
  • Ease of ordering
  • Prices & availability offered
  • Competitor benchmarking
  • Time taken for your staff to respond to our enquiry
  • Quality of response


  • Independent evaluation
  • Mystery Customers who are trained to mirror your real customers
  • Detailed On-line Booking Audit Measurement Report


  • A chance to see your service through the eyes of your customers
  • Immediate reporting of any system errors to enable swift action to be taken
  • Increased service levels