As one of the UK’s largest economic contributors, the hospitality and restaurant industry is an exciting but seriously competitive space to run a business. How brands differentiate themselves and deliver consistently excellent products and user experience (UX) is the difference between good and great. At the heart of that is truly understanding what’s working well, and what isn’t. As an example, mystery shopping for our client at Starbucks has enabled this global brand to ensure customer interactions, both in their coffee shops and drivethroughs, meet the exceptionally high standards required.
Making sure their staff deliver the perfect coffee and pastry (or two) is also a top priority for our client Puccinos. So we make sure that wherever you are, you can grab a Puccinos coffee and get the same welcome and delicious flat white that you expect. It’s not all coffee and cake though, we’re also proud to work with the Best Western and Bannatynes Hotels to review the complete experience; from restaurant to wedding bookings, from teams to costs, technology to branding, and everything in between.
"Our mystery members are helping drive our adherence to all our initiatives, and more recently helping contribute to a reduction in attrition, which we have moved from 37 to 32 per cent over the last few years.”
Mia Manson-Bishop Member Experience Director, David Lloyd Leisure
"Without Proinsight work, it would be very challenging to train our staff properly. This clear and progressive snapshot of the business represents the only true feedback we get on how each individual member of staff is doing. It’s the best tool we have to deliver the service standards our clients expect.”
Ian Cook Regional Contract Manager, Everyone Active
"We went out to tender on the project, but none of our traditional research agencies could come close to what ProInsight was offering. We took a calculated risk and it has proved to be a brilliant relationship.”
Joanna Hay Head of Candidate Insight and Research, The British Army