We help businesses measure
customer service product quality product
knowledge

The mystery Guest Program is tailored for the hotel and hospitality industry.
Customer feedback is a crucial component to running a hotel or restaurant. After all, knowing what your guests think you are doing well — and what you may need to improve — is key to growing your bottom line. The challenge in the digital age is how to get guest feedback that’s both accurate and verifiable. Some online sites offer review options, but you can’t know for sure if those reviewers have ever even dined with you. There is a good chance only a few types of guests reach out to businesses or speak up about issues when asked, particularly online. That won’t necessarily give you a fuller picture of your business’ strengths and issues. The role of our mystery guest program is to visit your hotel or restaurant and experience the level of service as a seemingly normal guest — and then bring you feedback on food, cleanliness, service, and overall atmosphere. We are flexible enough to customize feedback depending on what kind of information you are looking for that is useful to your organization. When sending out our staff to your establishment, we consider various factors so as to be as objective as possible and to represent the demographic of your targeted restaurant customer. We also ensure several visits by different staff to be as representative of all views as much as possible.

Tailored for retail petrol stations
This is an independent program to aid oil companies, dealers and petrol station owners to ascertain whether their set out service provision is exceptional and memorable to propel repeat motorist visits. We look at your ongoing customer service expectations from your frontline staff based in the retail petrol stations set standards and add value by being a trusted independent eye. We establish any gaps (based on a survey conducted on what motorist are looking for when they visit any petrol station or what you have taught your front-line staff to offer to the motorist). On a regular basis (agreed upon), we set out mystery motorists to visit each of your retail stations and check if your promise to the motorist is being implemented as per your set expectation or as per the motorist expectations. We co-rate the data from each retail outlet and feedback to the management with an aim to;

• Close in on any service provision gaps
• Motivate front line staff that are offering exceptional service to continue with the great work
• Boost staff morale and reward best performing sites
• Adapt great customer service provision as a lifestyle
• Establish healthy competition among all the stations within your network from as few as 2 stations to as many as 200 stations as there will emerge a station of the month– This boost the staff morale.

The mystery Guest Program is tailored for the hotel and hospitality industry.
Tailored for essential, non-essential and convenience retail Everyone deserves amazing service, wherever, and whenever they go. We provide well trained mystery shoppers for the retail section with an emphasis on an eye for details. In this program, our mystery shopper program measures sales staff performance in various ways; individuals posing as real customers are sent to various outlets to gather data and answer specific questions related to the customer service in those locations such as;

• The overall ambiance at the retail outlets (cleanliness, lights, price displays, Merchandising)
• Customer associates; - their presentation and outlook
• Did the customer service associate great the shopper?
• Did the customer service associate upsell or suggest any other options?
• Did the customer service associate complete the payment process accurately?
• How long did it take to be served?

Tailored for the banking sector
Rapid developments and increasing competition in the retail banking landscape require greater need for closer supervision and monitoring of the quality of customer service your customers are receiving from the front-line staff may they be cashiers, the front office customer service staff to relationship managers. Kratos consulting has various mechanisms to monitor compliance and best practices in the industry. Our mystery “banker” poses as a regular customer and test out bank products, services and processes during real life situations. This is to measure actual consumer experience and behavior of the section. With this, our mystery banker program can indicatively assess and identify issues and deficiencies that need to be rectified, as well as recognize good players in the bank that need to be recognized and rewarded.