Cities

Main cities

Every city follows the same rules. First a 30-40 minute briefing, then a checklist to your standard or a base one adapted to the format. The mystery guest comes as an ordinary guest on agreed days and times; staff do not know the dates. The report comes within 72 hours of the visit, checked by a methodologist.

The scenarios differ. In Almaty the focus is pace at the evening peak and the guest in town for a few days. In Astana it is precision for the business guest and work during events. In Shymkent it is attention to large families and celebration planning. Your venue's scenario is written at the briefing, based on who your guest is and when you are busiest.

What we check in any city

Restaurants, cafés, coffee shops and bars, hotels, bathhouses and spas, retail and salons. Each format has its own guest journey: in a restaurant the welcome, order, serving and bill; in a hotel booking, check-in, room, breakfast and check-out; in a shop advice, product knowledge and the till. The checklist follows that journey and your service standard. More on formats: Industries.

Other cities on request

Karaganda, Aktobe, Atyrau, Pavlodar, Oskemen (Ust-Kamenogorsk), Taraz. Visit timing and cost for these cities are discussed separately: they depend on the number of venues and visits. Tell us the city and format; we will reply by email.

Chains in several cities

With venues in different cities, all outlets are audited on one checklist and a similar scenario. A restaurant in Almaty can then be compared with one in Shymkent on the same items, not on a manager's impression. Reports show which problems are common to the whole chain, for example in the standard or the menu, and which belong to one outlet and its team. A repeat audit shows what changed after the debrief.

A chain can start with one outlet: the first audit of one venue is free: a full report, no contract, no prepayment.