Mystery Shopping for a Spa Chain

Elementia Wellness is one of the fastest growing beauty and wellness brands in India. They offer luxury spa and salon services through their segmented brands – Tattva, Vilasa and Unora at hotels & resorts across India. They aim 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.

Centre Evaluation Parameters:

• Appointment booking
• Evaluation of spa ambiance and reception area
• Evaluation of staff interaction, grooming & product knowledge
• Assessment of Spa facilities, treatment, billing process
• Integrity check

Approach:

• The client’s desired evaluation parameters were framed in the form of an exhaustive questionnaire
• A detailed training document was created to ensure that the shoppers were well versed with different scenarios and observation parameters
• The mystery shopping experience was validated by way of various proofs-photographs, audit report and service bill.

Outcome:

The audits helped generate insights around the focus areas. The analysis touched upon delighters as well as improvement areas at an overall level, individual store level as well as section & question level.