Entertainment Mystery Shopping &
Guest Satisfaction Research
Kinēsis’ suite of mystery shopping and guest satisfaction research programs are designed to help clients understand and take advantage of customer loyalty, advocacy and satisfaction.
The business attributes with the highest correlation to profitability are customer advocacy and loyalty. The likelihood that a customer would recommend a store to a friend, relative or colleague is an excellent measure of customer loyalty. Customer loyalty lowers acquisition costs per customer by amortizing these costs across a longer lifetime, leading to extraordinary financial results. Depending on the industry, a 5-percent increase in customer loyalty can translate into a 25-to-85-percent increase in profits.
Mystery Shopping Research Purposes
In aligning sales and service behaviors to the brand, Mystery shopping can serve several purposes, among them:
Guest Experience:Guest experience shops test execution and consistency to both measure and motivate service behaviors, specifically behaviors which drive return intent.
Competitive:These evaluations benchmark sales and service performance to key competitors. Head-to-head comparisons reveal competitive differentiators and areas of opportunity.
Mystery Shopping Objectives
Research objectives are customized to each client; however, many of our core research objectives include:
- Align brand standards with guest expectations.
- Align employee behaviors with brand standards.
- Determine which service behaviors have the most ROI potential by identifying those with the strongest influence on guest return intent.
- Alert management to instances of extremely good as well as extremely poor guest experiences.
- Motivate a consistent guest experience over time.
- Obtain actionable information to improve the customer experience.
- Benchmark the guest experience against the competition.
- Identify top guest service performers who can be used as leaders or role models.
Every time a company and a guest interact, the guest learns something about the company. Depending upon what is learned, guests may alter their behavior in ways that affect their individual profitability. Thus, by managing these experiences, companies can orchestrate more profitable relationships with their guests.