Is your establishment providing the best service to guests? Is your establishment a great place to work?

 

Our Mystery Customer Program will provide you with an outside viewpoint of an individual establishment. We can also provide you with a report of employee moral.

 

	Customer Service   Quality of Food or Drink	Perceived Value (Critical)   Theft
	Employee Performance   Employee Moral

Knowledge is key to your success.  With customers acutely sensitive to how much they spend, a bad experience can hurt opportunities for repeat business.

Confidence in your restaurant and your personnel has to be a priority.

KSC Enterprises offers the progressive thinking owners and managers the ability to learn about their performance. We use the customer service measurement tool to help companies and teams reach their full potential. Our Mystery Customer program effectively allows clients to evaluate their business. You will have the ability to look inward and discover all that is good and not so good about your operation. Our services empower our clients to help them capitalize on their organization's strengths and minimize or eliminate their weaknesses.

KSC Enterprises offers a Mystery Customer Program that provides you with evaluation reports on the performance of different parts of your restaurant and bar. Evaluations can include:

Your Benefits Are Increased Profits

We believe the more educated you are about how your business is operating, the more you will profit.

Ever wonder what your customers are really experiencing?  Our evaluations are important to every size business, including franchise operations.

Ever wonder if theft is taking place?

Each year, restaurants lose as much as 10 percent of their customers due to service-related issues. What is worse, a full 67 percent of those customers who leave do so because they perceive the restaurant and managers are indifferent to their needs.

According to research, restaurants lose HALF of their customers every five years. As little as a five percent increase in customer retention can increase profits by a whopping 75 to 95 percent.

While this percentage can vary, the overwhelming increase in profits is caused by three major factors:

• Lower costs -- selling to existing customers is between five to fifteen times less expensive (and takes far less of your time) than acquiring a new customer;
• More referrals -- satisfied customers are only too happy to refer you to their friends and colleagues, further reducing the time and cost of landing new business; and
• Greater revenues -- every time you lose a loyal customer, you also lose the revenue stream they generated until you can find a new client to take their place.

With the Mystery Customer Program, you can gain the information you need to discover what your customers really think about you, your company and your service.

Mystery Customer Program evaluates your level of service from the only perspective that matters: your customer's. Using the first step from our 4-Step Optimal Service Performance Model - Evaluate, Engage, Execute and Evolve - we Evaluate the "moments of truth" that occur between your employees and your customers, to uncover which employee practices are contributing to a positive customer experience - and which are not.

Evaluation

• A complete written evaluation of the service provided by your team and over all experience.
• Details on where your team excels, and where more work needs to be done.
• List of possible theft issues.