We used The Mystery Partnership and their Qualitywatch and Saleswatch programmes at Great Fosters for over 10 years to provide a consistent unbiased measure of Service standards. The programmes defined in detail the agreed standards and bench marked our service levels against similar properties both in the UK but also Internationally.
The high level of experience and expertise provided by Graham Hardiman and his team ensured all our service standards were up to date continuously and we were made aware of new trends and opportunities to improve service standards. Without doubt our partnership with them assisted us to achieve the Hotel of Year award for the UK from the AA. I would have no hesitation in recommending their services to other luxury hospitality organisations.
Richard Young MI
Managing Director Great Fosters Hotel
AA Hotel of the Year
- Great Fosters Hotel
A world wide hotel group of 12 hotels
“We have been using The Mystery Partnership’s QualityWatch mystery guest service for 17 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 FIH, MI
Managing Director Red Carnation Hotels. (UK Hotelier of the Year 2009 /10)
- Red Carnation Hotels
“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
- GSK House
“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