As competition in the service sector increases, service orientation playing an ever-bigger role for success in the tourism and the gastronomy industry. Increasing digitalization leads to customers being better informed than ever and to new business forms emerging regularly. These new challenges create substantial competitive pressure and often require a repositioning.

Investments in new technologies will continue to play an important role for the travel and gastronomy industry in the future in order to meet the needs of guests inside and outside the hotel. Most importanty, accommodation providers will have to bring their wifi access to a new level in terms of speed and bandwidth to implement artificial intelligence, automated check-in and check-out, and mobile application services.

The level of service quality experienced by the guest has decisive effect on customer satisfaction and loyalty. Consequently, it should be regularly measured and optimised at all contact points of the Customer Journey. Mystery shopping is an appropriate instrument for this, as it uncovers strengths and potentials in a targeted manner that allows for an immediate reaction.

Our test customers experience and evaluate the Customer Journey just like a real guest would. This provides you with quantified insights that reflect genuine customer experience and can quickly bring about changes or establish existing processes. 

With our help, you can create standards in your company that in the long run inspire and lead to high service quality and customer loyalty!