Ensure Teams are Meeting Standards with Professional Mystery Shop

Our SERVICEScope product helps our customers confirm that they are delivering service that is consistent with the delivery standards that are the foundation of the customer satisfaction process.  Customers have different expectations for companies based on their brand promise.  How does an organization ensure they are meeting customers’ expectations consistently while achieving the brand’s objectives? Implementing shopping programs provides an unbiased, additional source of information.

UniFocus’ SERVICEScopeoffers trained and certified mystery evaluators to witness customer service in action from the customer's perspective. When this feedback is coupled with our customer feedback survey, GUESTScope, you can be sure brand standards are relevant and being met while exceeding customer expectations.

Trained and timely feedback from undercover shoppers allows leadership to make fast and informed decisions about current services and product related aspects of the experience, confirm the integrity of employees, and make sure proper procedures and internal and safety controls are in place. Programs are available for all service industries—hotels and resorts, casinos, restaurants, spas, boutiques and everything in between—around the world to ensure standards are being met to help surpass guest expectations.

UniFocus' SERVICEScope Key Benefits:

  • Focus and align resources to what matters most to the customer

  • Intelligence necessary for management to examine current best practices and refine levels of service delivery to meet brand/company standards

  • Increase customers’ intent to recommend and return by supporting on-going efforts to improve guest loyalty and satisfaction

  • Understand if employee training is having the right impact

  • Multi-dimensional reporting equates results to customer perceptions

  • Experienced evaluators provide unbiased feedback

  • Professional commentary photos with descriptions

  • Identifies "WOW" moments and  missed opportunities that would  have made a lasting and positive impression on guests

  • Industry benchmarking and trending to track and measure improvements

  • Correlate to GUESTScope to provide a better guest experience

Championing an on-going mystery evaluation program as part of a fully developed customer brand strategy is smart business. Mystery shopping is a very proactive way to ensure teams are achieving or exceeding brand standards.  Aligning resources to meet consumer expectations allows for the tracking of both customer satisfaction and loyalty to help support all aspects of a company’s operations. 

By leveraging an experienced and impartial third party like UniFocus, businesses gain a multi-dimensional point of view enabling managers to better understand customers’ perceptions.  SERVICEScope helps evolve companies to meet the changing needs of the organization and customers. 

  • "UniFocus' expertise in meetings and events, the great price point, and superiority of the product fit our needs. UniFocus has been out front with its technology, and providing great business tools to track the meeting planner's reviews effectively and efficiently." 
    - Shawn Dixon, Corporate Operations Manager for Vail Resorts Hospitality
  • "UniFocus will help PGA National achieve its business objectives of continually enhancing levels of customer service and profitability with their innovative solutions and expert training. By partnering with UniFocus to create brand specific labor standards PGA will enhance our performance and guest satisfaction."  
    - Joel Paige, Vice President & Managing Director, PGA National Resort and Spa
  • "We now have a standardized system for time and attendance tracking across our entire portfolio..."  
    - Mark Fielding, Senior Accountant for Red Lion Hotels


  • "The feedback provided by SERVICEScope has allowed our Leadership team to examine the most fundamental portions of our best practices and refine how our levels of service can continue to set us apart from our competition. The feedback is detailed, thorough, and consistent through the organization."
    - Ian Dailey, Director of Organizational Development of Canyons Resort
  • "Meeting the Trump standards magnifies the importance of having the industry's best resource management systems available for our teams to deliver the kind of personalized service our guests expect. We are happy to grow our partnership with UniFocus to help us improve productivity and achieve our high service standards."
    -  Mike Straube, Corporate Director of Finance, Trump Hotel Collection

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