A national hotel chain mandated that its properties engage the use of a mystery shopping firm at all locations, even though one regional group within the chain was certain the program was unnecessary for them, feeling they did not have any "issues" that needed to be resolved. Mercantile Systems designed and conducted the program.
Data collection programs were developed to survey all Customer TouchPoints within the operation, including every source of transactions and revenue generation (hotel, restaurants, bars, golf, spa, etc.).
We also incorporated the client's existing customer satisfaction survey process into our data analysis, providing the management team and corporate headquarters with a 360° view of the business and all levels of staff.
Despite initial skepticism, data and recommendations from the program resulted in management implementing a number of operational changes, ranging from management restructuring and procedural changes to employee retention programs and a name change.
The data influenced employee training changes, helped incoming management ramp up quickly, and ensured that all revenue points were being maximized while delivering quality customer service. Mercantile Systems also served as a conduit between the regional managers and corporate headquarters during this process.
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