An honest reveal of your customer experience to make your business Wonderful
Peter is an awesome wonder... actually the modern-day Mr. Rogers for us adults. Keep inspiring us with the grand and fun work!
Senior Vice President, JLL America
I am incredibly glad you were born and that we got the opportunity to hear your wisdom about making the world more wonderful.
Director Client Engagement, auction.com, Dallas
Peter is an inspirational and visionary leader. He combines the experience of a hands-on operator, with the business acumen of an entrepreneur and the vision of an industry leader.
Michael Purtill MI FIH
General Manager, Jumeirah Hotels
Frequently asked questions
What does a mystery shopper actually do?
Mystery shopping is a specialist technique commonly used by retailers, hotels, restaurants, and other organisations to measure the actual quality of their services, experiences, products, team interactions and business processes. A mystery shopper poses and interacts as a real customer whilst assessing customer service levels. They highlight the positive; uncover what’s missing and identify opportunity for improvement.
Why do companies use a mystery shopper?
There are endless reasons why businesses arrange a Mystery Shopping program. Some may have specific issues they want to explore, such as a restaurant receiving poor reviews on their service. While others may simply desire a fresh and independent pair of eyes and a better understanding of their culture or customer experiences. Whatever the scenario, this special process enables leaders to view their business through the eyes of a typical customer, and then use the findings to create competitive advantage. It can also be used for training purposes – Mystery Shopping results are perfect for identifying training needs.
What experience do you have?
The Undercover Wonder team of Peter Merrett and Karen Delpozo combine 60 years’ experience of luxury hotel leadership and first-class airline customer service innovation.
Peter and Karen have spent much of their working lives exploring undercover. Taking time to not just see – but notice, experience and learn from the good and bad customer service of restaurants, hotels, shops – everywhere they go as a customer – to this day, it’s their habit.
How long does a mystery shopper review take?
This is a fully custom-made service that is created to serve your exact requirements. Whether you have a one-off special assignment, project or are looking for an ongoing program, the experience could take just a few hours, and up to several days for broader reviews.
How can i organise a mystery shopping experience?
In the first instance, simply contact Peter or book a complimentary 30-minute Wonderful Discovery Call, to discuss your requirements.
There are five simple steps:
- MAKE AN ENQUIRY
Contact Peter to describe and outline your scenario.
- EXPLORE WITH PETER
Discuss your desired outcomes and time frame.
- RECEIVE A PROPOSAL
For your acceptance and agree the dates.
- MYSTERY SHOP BEGINS
Peter designs the experience and goes undercover.
- THE REVEAL
Peter presents his insights highlighting positives, improvements, and opportunities.
Peter can perform for you a custom mystery shopper review to make your business wonderful.