The Problem: Inconsistent Spa Experience between locations

We were approached by a regional director of a large spa company with 16 locations within the region.  Unfortunately, performance and customer satisfaction varied greatly between the locations, and it was negatively affecting the image of the overall brand.

Our Solution: Systematic Testing of the Experience

Secret Shopper Program

• Development of secret shopper process and audit forms
  
• Training of auditors
  
• Implementation of several rounds of audits
  
• Collection of data
  

Analysis of Results

Systematic comparison of audits:

• Between locations
• Within locations
• All locations over time
• On individual SOP items
• On overall ratings

Included presentation to all location managers after each round or audits.

Standard Operating Procedures Support

• Review of SOPs
  
• Recommendations based on industry standards
  
• Recommendations based on audit feedback
  
• Staff training support