Mystery Audit For A Spa Chain

Objective

The client is one of India’s leading spa chains which provides great spa experience to over 1500+ guests every day. It aims is to be the world leader in terms of service quality and customer satisfaction. Keeping this in perspective client conducted mystery audits to understand the customer experience and key process adherence at their various outlets. The evaluation parameters were as follows:

• Appointment booking
• Spa ambiance
• Reception
• Staff’s product knowledge
• Staff interaction & grooming
• Spa treatment
• Spa facilities
• Billing process

Approach

Important aspects of the methodology adopted were:

• Reached out to premium pool of auditors in our database
• Created detailed training document and certification to ensure auditors were well versed on observation parameters 
• Jointly worked with the client on the questionnaire that objectively measured the store performance as well as presented the "as is" picture of the outlet

The challenges of the program were:

• Identification of auditors with a keen eye and good understanding of the hospitality environment
• Training of auditors on the services and standards of the spa chain
• Ensuring that report presents a vivid picture of the store to the management

Outcome

The findings of the mystery audits were much appreciated. The client not only got insights on the focus areas at an overall level but also at an outlet level. While spa ambience and facilities were highlights, non-service interactions like appointment booking, reception interaction and billing were areas of concern. Store level score and feedback were also shared with the client so that next steps in terms of educating outlets on their shortcomings and creating an action plan around the same could be taken.