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BDRC to put venues to the test with mystery shopper visits

The ‘mystery shopping’ research will benchmark the performance of sales staff in leading hotels and venues
19/06/2017

Pictured: BDRC Continental is launching a mystery site inspection to benchmark London venues on site visits

A competitive ‘mystery site inspection study’ is to be carried out among London venues by BDRC Continental, the UK’s largest independent research consultancy. The ‘mystery shopping’ research will benchmark the performance of sales staff in leading hotels and other venues when showing their properties to prospective clients. BDRC will then feed this information back to the venues individually and through a benchmark report to show how they line up against the London market in this key area of sales.


Many event organisers complain about venue staff during inspection visits and BDRC says over a quarter of corporate bookers and half of agency bookers rely on the site visit to decide which venue to book. Every participating venue will receive a score card showing the outcome of their audit including arrival, accessibility, facilities and even follow-up while selling and soft skills will be rated and a commentary provided.


BDRC say all site inspection auditors will be experienced hoteliers and/or MICE professionals. Auditors are selected based on their present and past practice, showing an up-to-date and relevant knowledge of current industry standards.


Auditors will act as an ‘in-house’ booker, drawing on their skills to proceed as they would in a real life scenario. Mystery identities will be issued along with company credentials and a Google presence, so their true identity goes undetected.


The London competitor report and announcement of winning venue will be released at BDRC’s Hotel Insights Forum, on 14 September 2017.


Launched in London in 1991, BDRC Group conducts research in over 60 countries with offices in seven countries. For further information please contact karen.small@BDRC-Continental.com

  • Anonymous user 19/06/2017

    "Many event organisers complain about venue staff during inspection visits". Oh the irony. Could BDRC launch one that allows us suppliers to complain about the event organisers and their behaviour during said site inspections.


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