Services
Guests get to know a venue long before the visit and judge it at the door. Our services check each of these moments, separately or together.
Mystery guest audit
The mystery guest covers the whole journey: welcome, seating or check-in, order, serving, bill, goodbye. Scores follow your standard, and the report gives minute-by-minute episodes, timings, photos and the methodologist's advice. In retail it is called mystery shopping. The scenario is agreed at the briefing: a business lunch, a weekend family dinner, a hotel night with an early departure.
How a mystery guest audit works
Mystery calls
According to Wunder Digital, over 80% of mobile subscribers in Kazakhstan use WhatsApp, and a booking often starts with a message. We check how fast the phone and messengers are answered, whether staff help choose, how bookings are confirmed and what is offered when there is no space. Scenarios are agreed in advance: a call to a hotel a week before a forum, a message to a salon on Sunday evening, an enquiry about a banquet for thirty. The report shows the time to reply and the outcome: a booking, a promise to call back or nothing.
Digital audit
We look at the venue as someone choosing where to go: the 2GIS and map listing, reviews and replies, the website, menu and prices online, opening hours. We find the mismatches that send guests next door before they reach yours: old hours on the map, a website price that differs from the menu, a review answered three weeks late.
Service standards
If you have no standard or it is outdated, we help write one: stages, time norms, wording for the team, critical errors. Then we audit against it, and the team knows the rules it is judged by. The standard fits your format: a coffee shop, a hotel and a bathhouse have different stages and time norms.
How we write service standards
Language compliance audit
We see how the venue looks to a guest in Kazakh and Russian: menus, price lists, price tags, signage, till information, the website and map listing. We check that both languages are present, text order and size, and translation accuracy. We give no legal opinions: the requirements should be verified with a lawyer.
What we check in both languages
On request
Team training after audits, consolidated analytics for chains in several cities, audits of non-standard formats. Tell us the task at the briefing and we will discuss whether this suits your case and in what form.
Most start with a mystery guest audit: it shows the whole guest journey and reveals whether a call, an audit or a new standard is needed.