The Mystery Check
Guests are in the best position to assess the services of a limousine company. “Mystery Check” is the term we use to refer to a covert evaluation of quality by an independent and anonymous quality tester. This tester is a specialist engaged by limousine service providers and he reviews their services and performance as a fictitious guest.
Detailed criteria
Today not only first class and luxury hotels have the quality of their customer services tested, but also fashion stores, fine restaurants, banks and an increasing number of services companies. Professionally trained testers act as guests or potential customers, all the while gathering objective facts and subjective impressions from the very beginning to the end of the customer experience. They evaluate the business conduct, appearance, friendliness, helpfulness and competence of the employees who serve them. Initial points of contact such as a company’s website, email processing and responses to requests for prices and order confirmations are also evaluated. The Mystery Check is driven by a strong commitment to quality. The “mystery guest” is very discerning and that is a good because this quality review is designed to provide entrepreneurs with valuable inputs regarding improvement potential. The Mystery Check is efficient, honest and effective. Feedback from these “fake” guests can have a lasting impact if the contracting company responds systematically and draws the right conclusions. Mystery Checks should be conducted by specialists who are engaged at the request and expense of the company seeking a thorough external validation of its quality standards. Well-intentioned covert checks by closely affiliated business partners can produce distorted results due to a loyalty conflict.
The process
All the services offered are reviewed and evaluated from administrative and operational angles based on a detailed list of criteria, ratings are assigned and suggestions for improvement offered. The list of criteria is 25 > 50 pages long and will be completely and truthfully filled in by the test guests. The quality checks are conducted anonymously by qualified experts, for example, by traveling as passengers of the company for 1 > 2 days twice a year and testing the services offered. Performance is measured in many different respects: Emotional intelligence of staff, services rendered, the vehicle used, punctuality, handling of sales opportunities, etc. Emotional intelligence is the most crucial criterion. The guest must be perceived and treated as an individual and his needs must be taken seriously, only then will there be a positive interaction.
The tests are carried out based on standards for the premium segment of the limousine service business, comparable with those applied in the highest hotel category 5 * Superior. Quotes, order confirmations, chauffeur style and etiquette, punctuality, communication skills and English language skills, driver competency and style, escort service at arrival/departure points, willingness to help and friendliness, car model, cleanliness and extras are evaluated. Knowledge of the local area and culture, history and attractions. The test guest meets with the business manager or company owner after the Mystery Check has been conducted and provides initial oral feedback on his or her observations and experience. Seven to ten days after the quality check a detailed report will be presented electronically, including photos if possible.
The results provide an accurate picture and allow company owners and managers to compare their quality and performance with industry benchmarks. Such comparisons serve as a starting point for improvements and product placements, if necessary. The Mystery Check is not intended as a means of criticizing the work of employees. Quite the contrary, these quality testing methods are designed to ensure constant improvement and thus enhance job security. Employees must be motivated to participate beforehand and convinced of the advantages testing offers.
Mystery Checks are a customer retention tool. They should be used as a preventive measure. Because once a customer has switched to a different provider, it is too late – the chances of regaining their business are usually very slim.