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Visit Scotland | Alba

Bespoke. Objective. Beneficial.

Good customer care is vital to any business looking to reach its potential, and this is something that’s especially true in tourism. That’s why getting an accurate, objective measurement of your customer care standards is so crucial.

Our mystery audits can be booked as a programme of live visits or virtual audits and are tailored to your specific business needs corporate standards.

What do I get as part of my mystery audit programme?

  • Bespoke programme of incognito audits, designed for your individual business needs
  • Tailored insight from our experienced Quality and Tourism Advisors, with advice on how to improve the guest experience
  • Comprehensive feedback report, which encompasses current performance and pattern of consistency across your Mystery Audit programme

We have two options available for you:

Virtual mystery audits

Virtual mystery audits help to demonstrate how your business and team performs at the pre-arrival stage of the visitor journey, for example:

  • Audit of online presence, with advice to improve ease of use and information provision for visitors
  • Corporate standards being met (e.g. upselling of products and services; name of establishment being used; phone picked up within a certain number of rings)
  • Effectiveness in email and phone enquiries, including timeliness and friendliness of responses
  • Helpfulness of responses

In-person mystery visits

In-person mystery visits help to focus in on areas of the in-person guest experience which could be changeable on a day-to-day basis.   

This can be useful for businesses in different sectors of the tourism industry and tend to focus on themes such as hospitality and service of staff members and cleanliness. In addition, you might want us to look at other elements which are important to you such as:

Hotels

  • Consistency of dining experience
  • Room-service standards
  • Corporate standards being met (e.g. room presentation, guest information provision, enquiry handling, product awareness and upselling)  

Visitor attractions

  • Maintenance of digital interpretation or hands-on exhibits etc.
  • Quality of tour guides
  • Corporate standards being met (e.g. appearance of staff, product awareness and upselling)

Current delivery | 2021

During the pandemic our Quality and Tourism Advisor team have had to change the way in which they work, and we’ve been conducting Virtual Mystery Audits only, while still ensuring that we continue to provide invaluable advice and guidance to businesses.

We anticipate in-person mystery visits to recommence in April 2022.

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