Our Services

Providing guests with great experiences is the heart of the hospitality industry. In this highly competitive environment and digital era it is difficult for businesses to keep up with the vast amount of feedback and how this affects their reputation.
We aim to assist hospitality businesses in delivering the best customer experience possible, improving their performance and boosting the public’s perception of their brand.

Customer Experience Audit

By gathering internal and external data and experiencing the service first-hand, we will be able to determine pain points in the customers experience and suggest ways to address these. 

SCHEDULE OF SERVICE

  1. INTRODUCTION. Initial meeting to discuss the service provided and understand the business’s situation and needs. Discussing consultation plans and fees. 

  2. EXPERIENCE TEST. I will dine at the premises and produce a detailed statement of my journey when interacting with the brand.

  3. STAFF INTERVIEWS. I will arrange interviews with senior team members to have a further understanding of the operations. 

  4. DATA ANALYSIS. Being granted access to essential company data, we will process, analyse and aggregate the relevant information and produce a visual and written report on the audit’s outcome.
    We will gather data from the business’s POS system, team management platform, reservation system, SEO, marketing campaigns, CSAT and NPS scores, surveys, review ratings, customer reviews, social media feedback, press articles and reviews and social media, website and third-party platform analytics. 

  5. REPORT PRESENTATION. The results of the analysis will be presented to the client with a detailed and thorough description of the pain points, possible solutions and the potential benefits of implementing the suggested improvements. To finish, we will discuss where we could further assist you.

ADDITIONAL SERVICE - Incognito diners

Three anonymous individuals will go through the entire customer journey. They will dine and write up about their experience. I will then compare their statements to provide a more thorough report.

Development Plan

Considering the outcomes of the audit and discussing what your company would want assistance with, we will produce a personalised and detailed plan of action and help implement it.

This will consist of a set of strategies that aim to address your concerns and improve your business’s performance. We can assist with: 

  1. Business identity and perception alignment

  2. F&B offering appraisal

  3. Staff training on CX

  4. New policy and protocol creation

  5. Communications review

  6. Marketing guidance

Performance Reviews

Once the development plan has been implemented and is in action, a performance review can be conducted to asses its impact on the business performance, perception and reputation.
This can be a one-off assessment after the improvements have been in place for a certain period, or can be executed in regular intervals to continuously monitor the state of the operations. 

Data will be re-gathered and compared to the initial audit figures or previous reviews to reveal the effects of our services. If desired, the consultant and/or our anonymous experts can visit the premises and report on their experience again.

If this review reveals areas where further improvements are needed, a new plan of action will be suggested to mitigate any pain points.