SERVICEScope®
SERVICEScope enables you to see the big picture, and determine if your service standards are in sync with today’s changing perceptions. By linking service standard attainment to guest and employee perceptions, you can concentrate more on what truly matters. SERVICEScope may be used in tandem with UniFocus’ closed-loop feedback technologies or with any other satisfaction survey system you may employ.
Your Advantage |
Mystery Evaluations in Perspective |
Actionable Knowledge
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- Concentrate on what really matters using multi-dimensional reporting that relates evaluation results to guest perceptions
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Continuous Growth
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- Relate the attainment of service standards to employee attitudes
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Measurable ROI
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- Convert information into action plans in days not weeks
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Profitable Outcomes
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- Know what will WOW your guests, driving intent to return and recommend
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Crystal Clear Results — Operational Excellence & Increased Asset Value!
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SERVICEScope provides:
- Divisional scores
- Departmental scores.
- Category scores.
- Delivery scores — summary results on standards driven by service processes.
- Attitudinal scores — summary results on standards directly impacted by staff attitude indicators.
- Product scores — summary results on standards concerning FF&E issues.
- Linkage to guest satisfaction and employee attitudinal indicators.
- OLAP Technology — brings all data points into one online reporting tool.
- Experienced Support Staff — Training and support staff with vast hospitality and service industry experience.
Are your service standards in sync with today’s changing perceptions? Stand-alone random assessments by anonymous evaluators are typically not designed to answer this type of question. However, when mystery shopping evaluation results are correlated with guest perception and employee feedback, the insight is revealing. Sometimes guests are not satisfied even if service standards are met (or vice versa).
Business Clarification Technology for the Hospitality Industry
SERVICEScope is a unique mystery shopping evaluation system and business intelligence tool that delivers real-time, on-line information in an easy to understand and actionable format consistent with guest, employee and meeting planner feedback components. SERVICEScope provides insight into how service standards relate to employee attitude and your customer satisfaction, examining dimensions of service such as knowledge, communication, timeliness or quality. Analyses include missed opportunities, detail narrative and visual records.
With SERVICEScope, you become more aware of improvement opportunities and what actions will positively impact operations the most. It all begins with the usual process of mystery shopping/evaluation by undercover agents posing as regular customers. They complete a detailed critique including a written summary/story line of their experience. We customize each client's evaluation criteria to target goals such as service evaluation, property inspections or general integrity analyses.
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