Leisure and Tourism

Who Are Mystery Guests?


Mystery Guests are incognito visitors who experience leisure services as regular customers. They could be spending a day at an amusement park, Zoo, or Gallery; booking a stay in a hotel or campsite, or enjoying facilities at a leisure centre. Their role is to blend in seamlessly, capturing the genuine quality of service and facilities from a customer’s perspective. With a knack for assessing service quality, our Mystery Guests help ensure that your leisure business remains at the peak of customer satisfaction and adheres to industry standards. 

They can be equipped with discreet recording devices to capture their experiences in real time, providing valuable insights that are otherwise difficult to obtain.

Thinking of becoming a mystery guest? Become a shopper today!

Drive Positive Behaviours
Benchmark service against competitors
Improve Customer Experience
Reward Best Practice
Embed Company Training
Embed training and sales techniques
Ensure Brand Consistency
Measure compliance to industry standards
Test Social Media Responses

Flexible Solutions

What Is Leisure Mystery Shopping?


Our bespoke Leisure Mystery Shopping programmes are designed to evaluate the performance of your service and facilities, offering a lens through which you can view and enhance the customer journey. 

Working closely with your team, we identify key areas for improvement and opportunities to foster positive customer interactions. 

Our goal is to support your business in crafting an award-winning approach that not only meets but exceeds customer expectations, driving both repeat business and positive word-of-mouth.

How Does it Work?

Above all, how does it work? Our process is meticulous and tailored. Mystery Guests are assigned specific tasks, which might include making a booking at a hotel, experiencing a day out at an amusement park, or using the facilities at a leisure centre. 

Depending on your unique requirements, they can simulate various customer scenarios to test how your staff responds to different needs and challenges. 

Utilising our state-of-the-art mystery shopper mobile app, our Mystery Guests gather and report real-time feedback on their experiences, enabling us to provide you with actionable insights.

Enquiry Response Times
Booking Process
Enquiry Follow Up
Arrival & Walk Ins
Complaints Handling
Check-in / Check-out
Upselling / Cross-selling
POS Materials
Accessibility & Inclusion

What Are The Benefits of Mystery Guests? 

Investing in a Leisure Mystery Shopping programme equips your business with a powerful tool for enhancing your service delivery and customer experience. The benefits include:

  • Tailored programmes that reflect the unique needs of the industry.
  • Detailed evaluations of compliance with service standards.
  • In-depth assessments of performance and customer interactions.
  • Identification and mitigation of potential service delivery issues.
  • Enhancements to the overall customer experience, encouraging loyalty and positive reviews.
  • Strategic insights that facilitate effective business planning.

Start Your Leisure Mystery Shopping Programme Today

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If you’re looking to improve the success and service of your business venue, then provide us with a little bit of information on what you are looking to achieve and we’ll get back to you.

"Unilever uses mystery shopping as one of the key measures for its consumer care operation. Since 2004 we have carried out regular campaigns to ensure that our consumer service targets have been achieved by our call centre. The programme was developed in conjunction with Mystery Shoppers. Their input was invaluable in ensuring that appropriate measures and scoring criteria were adopted. I am convinced that the use of this programme has helped us to deliver a better service for our consumers.”
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