Mystery Shopper Audits
Utilise my59 to deliver Mystery Shopper Audits, with unlimited access to 59club’s industry leading benchmarking tools.
The software empowers you to arrange your own mystery test team to analyse your staff's attitude, product knowledge, service and upselling skills during a ‘live’ mystery shopper experience.
my59 is designed to fully prepare and manage your chosen mystery tester, generate your mystery shopper audit and when complete, their report is measured against 59club’s benchmarking criteria and hosted online for your analysis.
Results can be benchmarked against the elite performers and the rest of the my59 industry. You have the ability to omit questions that do not apply to your service / facility offering. The system will remove the same questions from the above competitors enabling you to compare your performance levels on a like for like basis.
Feedback assists you to analyse and improve your customer journey, maximising future sales opportunities in the process.
The Mystery Shopper Audit process serves to:
Click a button below for more information about our Mystery Shopper Audits:
Golf Membership Sales Enquiry
Includes a new member recorded enquiry call, sales appointment and follow up communication. Highlights staff's understanding of the process to extract key personal information from a prospective member in order to deliver a tailored promotion of your member services, facilities and key Unique Selling Points (USP’S), ultimately designed to inspire the prospect to want to join your club.
The feedback for both the recorded enquiry call and live visit appointment will highlight areas of staff and procedural strengths and weaknesses within your ‘potential new member’ enquiry procedures.
The sales protocol that the criteria itself sets out will provide you and your staff with the best training and management tool to increase membership sales at your club.
The system enables you to monitor staff performance as often as you like with the ability to make comparisons to the industry average and the elite performing clubs with the facility to omit any criteria that you feel is not relevant to your club.
Recorded enquiry call from a prospective member measures:
Prospective member live ‘appointment / club tour’ measures:
Follow up procedures:
Club Fitting
Measure the custom fitting experience afforded by your coaching staff.
Feedback analysis focuses on the fitting team or individual who takes the initial booking, the delivery of the custom fitting session and the follow up process being undertaken in the days after the fitting. Results will highlight areas of procedural strengths and weaknesses that focus on the Custom Fitting process and overall delivery of the service being offered.
Unwanted questions can be omitted to ensure results are bespoke to a facilities offering. Test questions include extensive 'set' marking criteria, ensuring your mystery tester’s feedback is non-subjective and consistent.
The results will provide a clear direction on ways to improve the custom fitting experience which is vital if your team are looking to secure sales in golf equipment hardware.
Analysis includes:
my59 is designed to fully prepare your mystery shopper for what is required in order to complete their audit. Once the mystery shop has been carried out and the online report completed, feedback assists you to analyse and improve your customer journey, maximising future sales opportunities in the process.
Leisure Membership Sales Enquiry
Includes a new member recorded enquiry call, sales appointment and follow up communication. Highlights staff's understanding of the process to extract key personal information from a prospective member in order to deliver a tailored promotion of your member services, facilities and key Unique Selling Points (USP’S), ultimately designed to inspire the prospect to want to join your club.
The feedback for both the recorded enquiry call and live visit appointment will highlight areas of staff and procedural strengths and weaknesses within your ‘potential new member’ enquiry procedures.
The sales protocol that the criteria itself sets out will provide you and your staff with the best training and management tool to increase membership sales at your club.
The system enables you to monitor staff performance as often as you like with the ability to make comparisons to the industry average and the elite performing clubs with the facility to omit any criteria that you feel is not relevant to your club.
Recorded enquiry call from a prospective member measures:
Prospective member live ‘appointment / club tour’ measures:
Follow up procedures:
Golf Lesson Mystery Shopper Audit
This mystery test is an analysis of two golf lessons, delivered by the same Golf Professional.
The audit measures the staff members expertise, professionalism and service offering as delivered, including their attempt to build a rapport and deliver a lesson plan that relates to the customer’s needs.
Analysis includes:
The results will provide a clear direction on ways to improve a pupil’s journey, vital if your coaching staff are to consistently deliver a quality coaching experience.
Analyse the experience afforded to visiting golfers at your club.
The audit measures a golfer’s experience during their recorded tee time booking call, plus a detailed analysis of their ‘live’ green-fee visitor experience both on and off the golf course.
Analysis focuses on the venue’s ability to create a ‘Quality’ Customer Experience through its service offering and facilities provided.
The system enables you to monitor performance as often as you like with the facility to omit any criteria that you feel is not relevant to your club.
As with all 59club products, you can benchmark your performance against the industry average and the elite performing clubs.
Analysis Includes:
my59 is designed to fully prepare your mystery shopper for what is required in order to complete their audit. Once the mystery shop has been carried out and the online report completed, feedback assists you to analyse and improve your customer journey, maximising future sales opportunities in the process.
Grade your staff’s ability to manage one of the most profitable customer contact points; a recorded phone enquiry for a Society or Corporate Golf Day at your club.
Feedback includes all aspects of call management including upselling, sales techniques, prospect research and highlights a venues ability to ‘chase and secure’ a booking from a tentative enquiry’.
The call is recorded to allow for play back, training and in-depth analysis to take place.
Analysis Includes:
The feedback analysis highlights areas of staff and procedural strengths and weaknesses enabling better monitoring and goal setting, ultimately improving your service levels.
Analyse your staff's attitude, product knowledge and upselling skills during a mystery visit to the retail outlet.
Measure your staff’s ability to approach and engage with a customer on arrival at the shop in an attempt to build a rapport, promote the merits of selected items whilst relating to the customer’s needs, all in an attempt to close the sale and upsell additional items.
Analysis includes:
The mystery shopper audit breaks down each element of the customer journey. Providing detailed analysis based on over 250 non-subjective assessment criteria. Includes a recorded call to book the spa day and thereafter measures the entire on-day experience afforded to the mystery shopper whilst on site. The venue receives a detailed report which is securely hosted online.
Analysis highlights strengths and weaknesses within the venue’s customer service offering, upselling techniques, facility management, staff attitude & operating procedures allowing the venue to make informed decisions to advance their offering.
Analysis Includes:
Recorded booking call:
Spa Day Guest Experience:
Spa revenue is big business for many of our clients, however ensuring customers are satisfied with their experience is often left to chance, exposure to these ground-breaking resources are invaluable to the spa manager and the industry as a whole.