Mystery Guest

What does the Mystery Guest service include?
Our audit is a carefully planned process consisting of:

• Defining research areas: together we identify key aspects of your restaurant to evaluate, such as service stages, staff behavior, cleanliness, or food quality.
• Developing a tailored questionnaire: based on your venue’s standards and selected research areas, we prepare a detailed questionnaire to collect data during the Mystery Guest visit.
• Conducting the audit: a trained employee poses as a regular Guest, completing the questionnaire objectively to faithfully describe the visit.
• Detailed analysis and summary: after data collection, we perform an in-depth analysis, highlight service stages needing improvement, and provide a detailed report with recommendations and an action plan.

Examples of Mystery Guest applications:
This versatile tool can be used for:

• Assessing staff performance: evaluating engagement, courtesy, and professionalism.
• Testing staff knowledge and sales skills: checking menu familiarity and suggestive selling techniques.
• Verifying adherence to service standards and training: ensuring training is reflected in daily operations.
• Confirming or refuting external negative feedback: verifying recurring guest complaints.
• Evaluating employee honesty: checking compliance with procedures and settlements.
• Monitoring cleanliness and dress code: ensuring hygiene and appearance standards are met.
• Competitor analysis: understanding strengths and weaknesses of competitors from the Guest perspective.

10 YEARS ON THE MARKET

Invest in service quality – increase Guest satisfaction and profits!

The Mystery Guest audit is the key to understanding your Clients’ real experiences and identifying areas needing immediate improvement. With an objective assessment, you can quickly implement changes that lead to greater Guest satisfaction, better reviews, and most importantly, higher profits.

Ready to learn the truth about your venue?
If you believe such an audit makes sense for your location — contact us! With Bon Vivant Advisory (BVA), you can turn challenges into success!

Service cost: 1500 PLN net

Frequently Asked Questions

Does the Mystery Guest only look for mistakes and shortcomings?
Absolutely not! Although the audit aims to identify areas for improvement, its main goal is to provide an objective and faithful description of the entire Guest experience. The auditor assesses all aspects: from greeting, staff knowledge of the menu, dish quality, cleanliness, atmosphere, to payment and farewell processes. The goal is to deliver a comprehensive picture that allows you to appreciate what works well and precisely identify where changes are needed to improve service quality and Guest satisfaction.

What will I receive after the audit and how will the results help me?
After the audit, you will receive a detailed report containing not only the findings and observations from the visit but also a precise analysis of strengths and areas requiring improvement. We will indicate specific service stages needing intervention and then collaboratively develop a corrective plan with clear recommendations and actions. This report provides invaluable feedback, enabling you to make informed decisions, improve processes, train your team, and ultimately increase Guest satisfaction and your restaurant’s profits.