Case Study 1. Mystery Shopping and Benchmarking for a leading Pan-Island Company

4 Star Mystery Shopping's brief was two-fold. Initially, the requirement was to implement a Mystery Shopping programme which involved visiting shops in Jersey, Guernsey & the Isle of Man, but also measuring services provided via their call centres.

We were then required to visit competitors’ shops and contact centres to benchmark themselves against the competitions. This research was done during a period of 6 weeks and over 100 visits & calls where made.

Case Study 2. Mystery Shopping & Service Management at a Leading Luxury Hotel

4 Star Mystery Shopping was contacted in May 2010 by one of Jersey’s Finest 4 Star Hotel. The requirement was to implement a Mystery Shopping programme which would follow the requirements expected by the AA inspections, the visited of the hotel would include 7 departments and measure the service provided in each area.
Once the visits have been performed, a presentation with the results is organised with all the relevant Managers.  Then start the ground work and the 4 Star Service Management programme is put in place. The company is working with each Head of Department individually to analyse their gaps and create action plans to be implemented by each department.
Since the programme started the Hotel has now been rewarded 5 Star Status, which make the Mystery Programme, a crucial part to help the staff maintaining this exceptional level and measure their performances.