Mystery Customer is the flagship Travel Mystery Shopping company in Australia, specialising in Mystery Shopping For Travel and Tourism.
We have a broad range of trained, experienced mystery shoppers in Australia and New Zealand. These can be segmented via location, age, gender and education.
We tailor surveys to client needs using state-of-the-art software. We can produce online reports by individual locations, regions, and state, and national levels. We can measure trends and improvements over time.
Happy clients include automotive manufacturers and importers, dealer groups, and individual car dealers.
We specialise in:
- Cultivate Customer-Focused Culture: Foster a customer-first ethos at every level of your enterprise.
- Ensure Compliance: Guarantee adherence to both legal mandates and company policies by your sales and service teams.
- Validate Strategy Implementation: Confirm the seamless execution of your sales and marketing strategies at the point of sale.
- Benchmark Against Competitors: Gauge and compare service and sales performance against your primary competitors.
- Enhance Training Procedures: Establish and oversee training protocols aimed at amplifying service and sales outcomes.
Our travel agency mystery shopping visits are used by travel agents and travel companies.
Whether it’s assessing travel agent standards, product knowledge or the selling skills of the travel representatives, the evidence we gather puts you in the driving seat of your customer experience.
Our travel mystery shopping solutions look at key moments within the customer journey to help you understand and evaluate a range of factors. With overseas travel and flight numbers still growing we ensure that you maximise your business and sales potential with greater insights.
With our extensive experience, each travel insights program that we deliver is made to measure to fit the requirements of your business model.
How we conduct travel mystery shopping visits
Engaging in mystery shopping within the tour operator and travel agent sector involves evaluating the service quality, knowledge, and customer interaction of staff.
During a mystery shop, one of our undercover shoppers will pose as a potential customer seeking information on a travel package. The shopper will engage with staff to gauge their ability to offer personalised solutions based on the customer’s preferences and budget.
Furthermore, our mystery shopper will assess the overall booking experience, including the user-friendliness of the platform, level of customer service, and accuracy of information provided. Through regular mystery shopping assessments, you can gain valuable insights into staff performance, service quality, and overall customer experience.
This data can assist in enhancing customer service and identifying training opportunities for staff to ensure they possess the necessary knowledge and skills to deliver exceptional service. Ultimately, mystery shopping in the tour operator and travel agent sector serves as a valuable tool for improving customer service, enhancing the overall customer experience, and fostering loyalty and repeat business.
A professional and well-executed mystery shopping program provides a unique and objective perspective of the customer experience while keeping your staff on their toes with automotive mystery shopping..
Our highly experienced and trained mystery shoppers visit your sales or service department posing as prospective buyers or potential customers, follow your scenario and inspection guidelines, and report back in great detail from the customer’s point of view.
Our mystery shopping program clients include franchised and independent travel agents, cruise line companies, and airlines.
The benefits you get from Travel Mystery Shopping
- Measurement of customer service quality, performance, and quality standards
- Gaining insight into employee performance, customer experience and satisfaction, and overall brand perception from a customer perspective
- Successfully engage new customers and ensure customer loyalty
- Identify processes or practices that are complicated or difficult for the customer to understand and determine whether followed standards are important to the customer.
Whether you are a newly opened company or an established chain of travel agents we can help you devise a suitable mystery shopping campaign that helps identify areas for improvement.