Mystery guest audit

What we check

The checklist depends on your format and your standard. For a restaurant, a typical journey looks like this:

• Welcome. How quickly staff approach the guest, whether there is a smile and a greeting, whether the guest is offered a choice of table.
• Menu and ordering. Does the waiter know the dishes and ingredients, can they make a recommendation, do they check the order of serving and mention dishes that take longer to prepare?
• Service and timing. How long the guest waited for a drink, the first dish and the main course. Target times come from your standard.
• Sales. Do staff offer a drink, dessert or another pot of tea, and does it come across as care rather than pressure?
• Cleanliness. Dining room, table, tableware and toilets. Issues in this section can only cost points: cleanliness is the baseline, not an achievement.
• Payment. Speed, a clear bill, whether the service charge is mentioned in advance and convenient payment options.
• Farewell. Do staff ask about the guest's experience and invite them back?

For hotels, we add booking, check-in, the room, breakfast and check-out. For hammams and bathhouses: the administrator's welcome, keeping to session times and the work of the staff. For shops: advice, product knowledge, handling objections and the checkout.

How the visit works

The mystery guest arrives on the agreed days and times, behaves like an ordinary customer and follows the scenario: what to order, what to ask and when to ask for the bill. No one at the venue knows about the audit in advance. The visit is documented in line with the laws of Uzbekistan: timings of key stages, photos and the receipt.

What you get

• An overall score and scores for each section of your standard.
• Visit moments: what the guest asked, how the staff member replied and how much time passed.
• Photos linked to specific moments.
• The methodologist's recommendations for specific situations.
• An action plan: every item below the maximum is already listed, so the manager only needs to add the cause, action, deadline and owner.

You receive the report within 72 hours. See what it looks like in our sample report.

When you need it

• You've opened a new venue and want to know whether the team keeps to the standard when you're not around.
• Guests keep making the same complaint, and you can't pin down the cause.
• You run a chain and want to compare venues using the same scenario.
• You've trained your team and want to see whether behaviour on the floor has changed.

Where we work

Tashkent, Samarkand, Bukhara and other cities on request. For chains with venues in several cities, all audits follow a single scenario.

FAQ