Red Carnation Hotels
A world wide hotel group of 12 hotels
"We have been using The Mystery Partnership's QualityWatch mystery guest service for eight years and it has become an invaluable management tool for everyone within our organisation to objectively evaluate and improve the service we offer to our guests.
The service offered by The Mystery Partnership includes a regular update to ensure that the standards which we constantly review are incorporated into the programme, and it's this flexibility that I believe sets The Mystery Partnership apart from other companies.
As attention to detail is a constant expected requirement from our customers, I expect and receive reports that include every detail of the guest experience.
Red Carnation Hotels have received a number of awards and accolades over the past few years, and I firmly believe that our regular measuring of standards using the QualityWatch programme, and the subsequent training and rewarding of excellence, have been absolutely integral to our success."
Jonathan Raggett
Managing Director Red Carnation Hotels
Marston Hotels
A U.K hotel group of 12 hotels
"As a progressive Hotel Group our aim is to constantly build upon the service we give to guests. Your monthly reports, excellent in both quality of content and response time, enable us to recognise potential weaknesses, to improve upon performances as well as highlighting first class responses from hotels."
Mr John P Cotter MHCIMA
Director Marston Hotels
GSK House
"The mystery shopping programme is the latest manifestation of the GSK facilities team's approach to service delivery - one which constantly 'turns the stones over' in a bid to discover where improvements can be made, services developed and the whole operation moved forward."
Tom Riggs
Site Director
GSK House
Coppid Beech Hotel
"We have used the services of The Mystery Partnership to run both Mystery Customer and BrochureWatch programmes. Both elements have helped the hotels monitor and develop their quality system under ISO 9002 EN and have provided a clear evaluation of the effect of training to correct adverse trends. One of the major benefits of The Mystery Partnership is their willingness to change the content and emphasis of the Mystery Customer Programme to meet the demands of the individual customer."
Mr Alan Blekinsopp
Managing Director Coppid Beech Hotel Bracknell & Swan at Streatley