Echo Tree Hospitality Consulting

Our mystery shopping programs offer an unparalleled view into your business from the guest’s perspective. Our discreet, professional evaluators blend seamlessly into your environment, delivering detailed, actionable insights into service, food quality, compliance, and overall performance. These reports empower you to celebrate your strengths, address gaps, and consistently exceed customer expectations.

Echo Tree Mystery shopping employs trained evaluators posing as regular guests to assess various aspects of your business, to provide objective feedback on service quality, compliance, and guest experience. Based on industry standards, Echo Tree’s mystery shopping services include the following:

1. Customized Program Design: 
   • Echo Tree works directly with clients to create tailored mystery shopping programs that align with the brand’s specific goals, standards, and target demographics.
   • We identify key performance indicators (KPIs) to measure, such as staff friendliness, cleanliness, adherence to brand standards, and upselling techniques.

1. Trained and Independent Evaluators: 
   • Professional mystery shoppers are carefully screened for reliability and industry knowledge and will be deployed to visit the client’s property incognito.
   • Evaluators will be selected to match the client’s typical guest profile to ensure authentic feedback.

1. Comprehensive Guest Experience Evaluation: 
   • Shoppers will assess the entire guest journey, from booking (phone, online, or in-person) to arrival, service interactions, dining experiences, amenities, social media, reviews, menu style, food quality, cleanliness, staff efficiency and overall atmosphere
   • Specific areas of focus might include: 
     • Service Quality: Staff professionalism, responsiveness, and engagement.
     • Facility Condition: Cleanliness, maintenance, functionality, dining, or public areas.
     • Brand Compliance: Adherence to brand standards, such as scripting, uniforms, or service protocols.
     • Operational Efficiency: Speed of service, accuracy of orders, or ease of processes like reservations.
     • Upselling and Sales: Whether staff effectively promote additional services or products.
     • Social media: google reviews, social media interaction, website, and overall brand presence 

1. Detailed Reporting: 
   • After each visit, Echo Tree will provide detailed reports with objective and subjective feedback, including narratives of the experience, scores for specific criteria, and actionable recommendations.
   • Reports might include checklists, photos (if allowed), or video evidence (if part of a specialized program like video mystery shopping).
   • Data will be compared against industry benchmarks or competitor performance to highlight strengths and areas for improvement.

1. Actionable Insights and Training Support: 
   • Echo Tree will analyse the feedback to identify trends, operational gaps, or training needs.
   • We will offer consulting services to develop staff training programs, improve service protocols, or enhance guest satisfaction based on mystery shopping results.

1. Competitor Analysis: 
   • Echo Tree will also deploy mystery shoppers to competitors’ properties to provide insights into how the client’s business compares in terms of service, pricing, or guest experience.

1. Compliance and Integrity Checks: 
   • For businesses concerned about operational integrity (e.g., cash handling, ID verification for age-restricted products), Echo Tree can also include specialised shops to evaluate compliance with legal or brand standards.