Your field, our specialty
Mystery shopping tailored to every type of business
In the hospitality and food services sector, we thoroughly assess every aspect that shapes the customer experience and business performance:
Waiting times at reception, the bar or when being shown to a table, and effective management of unforeseen incidents or peak periods.
Attitude and professionalism of front-of-house staff (waiters, maître d’s, head waiters): warmth, empathy, proactivity and discretion.
Knowledge of the menu: mastery of the menu, personalized suggestions, pairing recommendations and correct handling of allergens and special dietary requirements.
Speed and precision in service: delivery times for drinks and dishes, correct temperature, visual presentation and careful plating.
Cleanliness and maintenance of the premises: condition of tables, floors, bar, communal areas, toilets and passageways.
Visible compliance with hygiene and food safety protocols as perceived by the customer.
Incident management: resolution of complaints, dish changes, long waits or ordering errors.
Cross-selling and upselling: natural, effective and non-intrusive when suggesting additional products.
Efficiency at the till: speed, clarity of the bill, available payment options and service at the time of payment.
Farewell and customer loyalty: final courtesy, possible incentive to recommend the restaurant, feedback on the experience or an invitation to return.
Average spend per table and actual ability to maximise spend per customer.
Objective documentation: photos, precisely measured times, relevant conversation transcripts, and concrete evidence.
Hospitality and food services
With this detailed and actionable analysis, you’ll receive a realistic assessment that enables you to address shortcomings, build on your strengths and raise the standard of your restaurant, café, hotel, bar or hospitality venue in a highly competitive market.
In the retail sector (fashion, supermarkets, electronics, etc.), we objectively evaluate the in-store customer experience to maximize sales and customer loyalty.
We analyze the key aspects:
Exterior appearance and access: cleanliness, signage, lighting, and entrance maintenance.
Interior cleanliness and organization: floors, shelves, fitting rooms, restrooms, and common areas.
Merchandising and product display: visual presentation, product placement, visible pricing, and updated promotions.
Stock availability: complete assortment, absence of stockouts, and ease of finding products.
Customer service: approach time, friendliness, empathy, and personalized attention.
Staff knowledge: product expertise and useful recommendations.
Sales process: identifying customer needs, product demonstrations, and effective closing techniques.
Cross-selling and upselling: natural and relevant product suggestions.
Incident management: handling complaints, exchanges, and returns.
Checkout and payment process: waiting times, accuracy, and a friendly farewell.
Compliance with brand standards: uniforms, protocols, and visual consistency.
Objective evidence: photos, measured times, and purchase receipts.
Retail
With this realistic and actionable assessment, you optimize sales conversion, reduce losses caused by poor customer experience, strengthen your brand image, and stand out from the competition in such a dynamic and demanding industry.
In the healthcare sector (clinics, outpatient centers, aesthetic medicine clinics, and hospitals), we objectively and confidentially evaluate the patient experience to improve perceived quality, trust, and patient loyalty.
The following key aspects are analyzed:
Access and reception: signage, cleanliness, waiting room comfort, and actual waiting time vs. scheduled appointment.
Administrative service: friendliness, empathy, data handling, and clarity of procedures.
Cleanliness and hygiene: overall condition of the facilities and perception of disinfection protocols.
Healthcare attention: active listening, clear explanation of diagnoses/procedures, and respect for patient privacy.
Professionalism: technical knowledge, ability to answer questions, and management of pain/anxiety.
Consent forms and documentation: clarity of explanations and informed consent signing process.
Procedures: punctuality, preparation of the space, and comfort during the intervention.
Aesthetic medicine: realistic expectations, explanation of risks, and commercial pressure.
Incident management: handling of complaints, delays, or errors with empathy and effective solutions.
Payment and billing: transparency in quotations and accuracy of invoices.
Farewell and loyalty-building: courtesy at the end of the visit, clear instructions, and overall sense of trust.
Objective evidence: photos of facilities, measured waiting times, and relevant transcripts (always in compliance with confidentiality regulations).
Clinics and hospitals
With this detailed and insightful analysis, you gain a realistic assessment that enables you to improve patient satisfaction, reduce complaints, strengthen your reputation, meet quality standards, and stand out in a sector where trust and the perception of safety are decisive factors.
In the airline industry, we carry out a detailed and objective evaluation of the entire passenger experience, from booking to arrival, identifying key opportunities to improve satisfaction and customer loyalty.
We analyze the following key aspects:
Booking and digital channels: ease of use of the website/app, clarity of prices and conditions, and purchasing process.
Check-in (online and at the airport): waiting times, staff friendliness, baggage handling, and special requests.
Security control and boarding: efficiency, organization, punctuality, and clear communication.
Onboard experience: cabin cleanliness, punctuality, crew service, and proactivity.
Catering and beverage service: quality, presentation, variety (including special menus), and speed of service.
Onboard amenities: entertainment, Wi-Fi, power outlets, and amenities according to travel class.
Incident management: response to delays, cancellations, overbooking, or baggage issues.
Personalized service and upselling: knowledge of loyalty programs and natural sales approach.
Disembarkation and baggage claim: efficiency of passenger exit and baggage delivery times.
Compliance with standards: safety protocols, uniforms, branding, and onboard announcements.
Objective evidence: photos, measured times, and relevant transcripts.
Airports and airlines
With this comprehensive and realistic analysis, you obtain a detailed assessment that enables you to optimize passenger satisfaction, reduce complaints, improve customer loyalty, meet industry standards, and stand out in a market where every detail matters.
We analyze the key aspects:
Booking and pre-arrival: ease of use of the website/app, clarity of information (prices, conditions, real photos), confirmation process, and pre-arrival communication.
Arrival and check-in: waiting times, friendliness and professionalism at reception, handling of upgrades/special requests, and key delivery.
Exterior appearance and access: cleanliness of the façade, parking, lighting, signage, and overall first impression.
Cleanliness and maintenance of facilities: guest room (bed, bathroom, floors, surfaces) and common areas (hallways, elevators, lobby, pool/gym).
Room comfort: quality of bed and pillows, temperature, soundproofing, lighting, amenities (bathroom products, minibar, coffee machine), and Wi-Fi speed and stability.
Staff service: proactivity, empathy, knowledge of the hotel and surrounding area, and personalized attention at every touchpoint.
Food and beverage service (breakfast, bar, room service): variety and quality of the offer, presentation, temperature, speed, and courtesy.
Facilities and additional services: condition and cleanliness of the pool, spa, gym, children’s areas, parking, and business center.
Incident management: response to complaints, breakdowns, noise issues, or guest requests (room changes, replenishment of amenities, etc.).
Check-out and billing: speed, bill accuracy, explanation of charges, friendly farewell, and possible incentives to return.
Compliance with brand standards: uniforms, hygiene protocols, visual consistency, and implementation of visible sustainability policies.
Objective evidence: photos of the room, facilities, breakfast, receipts, measured times, and relevant transcripts.
Acommodation
With this realistic and actionable assessment, you improve ratings on review platforms, reduce cancellations and complaints, strengthen your reputation, and stand out in a market where the guest experience is everything.
Other fields
Does your business not fit within hospitality, retail, hotels, healthcare, airlines, or the most common sectors? No problem.
At ev@lue 360, we design fully customized mystery shopping evaluations for any type of business or service where customer experience makes the difference: sports centers, car dealerships, professional service firms, events and trade fairs, cultural venues, academies, e-commerce businesses with physical stores, specialized beauty salons, utility companies, coworking spaces… and any other industry that needs to measure and improve the real perception of its customers.
Tell us how your business operates and which aspects are most critical to you. Schedule a no-obligation meeting: we will analyze your specific case and propose the most effective and tailored solution possible.
