ABOUT
"Experience your business like your customers do!"
EyeSpy provides evaluations, analysis tools, and consulting services to the hospitality industry. Our industry leading evaluations gather finely detailed intelligence about every facet of the guest experience. Our analysis system provides managers with easy to use powerful reports that focus their attention on where they can best improve results.
Our personalized and customized services, the way we screen and train our evaluator team, and our prompt and professional support all combine to differentiate EyeSpy from its competitors. Proceeding like partners, we provide the business intelligence that helps our clients achieve their goals.
FOUNDER MISTIE LONARDO
While acting as Regional District Manager (1995-2000) I become very focused on seeing our business from the guest’s viewpoint. It was through their eyes that I would find the most meaningful ways of improving our operations. I needed to feel the sincerity of the hostess’s welcome, count the bartender’s pour count, hear server’s suggestions, and observe the manager’s engagement in, and orchestration of, the complete experience.
There were only a few mystery-shopping companies serving the hospitality industry at the time. None of them were very personable or offered the detailed reports that I knew would best support the development and the improvement of my team. I wanted a report to provide me what I wanted the staff to provide our guests – a personalized experience and attention to detail.
While in my role as regional manager, I began training the evaluators to ask leading questions and increase their awareness of my restaurant’s service standards. Finally, I had detailed supportive feedback to fine-tune the guest experience. In the process, profit increased, our repeat business increased, cost percentages decreased, and I felt that I was doing the best I could for the business, our guest, and my entire team.
I knew that the details in each evaluation were a valuable tool for owners and managers in all areas of the hospitality industry and with our first few clients around Silicon Valley, EyeSpy was born.
Today, EyeSpy consists of a dedicated group of employees, thousands of trained hospitality minded evaluators, and an array of wonderful clients. We provide evaluations and consulting across the country while maintaining a commitment to personalized service. The vision has remained the same - to support businesses in improving their customer service by allowing them to experience their business like their customers do.
CLIENTS
Maintaining long term relationships with many of our clients is an honor. We are happy to share a few of their experiences.
NEWSROOM
“Mystery shopper services help you solve problems in all aspects of customer service”
Nation's Restaurant News
“If repeat business is the bread and butter of your bottom line, then your bottom line depends on how well you under- stand your customers’ experience…
'Mystery diners' stealthily scrutinize restaurants
The San Jose Mercury News
For foodies who dream of being restaurant reviewers, mystery dining can be a fantasy come true.
But as anyone who has done it will attest, it also can be a lot of work. It takes painstaking
concentration and recollection, particularly because mystery diners are forbidden from jotting
down notes at the table.
“How can you Experience your restaurant like your customers do?”
Santé Magazine
Here are some points to consider when doing your own shopping for a mystery shopping company: Well-trained evaluators…customized evaluations…extensive restaurant experience…
Mystery Guests: ‘EyeSpy’ anonymously gauges customer feedback
Willow Glen Resident
Reineking explains that the company uses incentive programs to reward waiters who get excellent reviews. “They know that it could happen at any time. They know we are going to see the evaluation and have a conversation about it,” she says, “Accountability is important,” she adds, and the restaurant operates around that feedback.
“Watch It! Shop owners use “Spy” for critiques”
Cupertino Courier
It is important not only to make sure that each customer has a positive experience but also to ensure that each site is up to standards. Thus, they hire EyeSpy to conduct training and bimonthly evaluations for all nine of their restaurants…
BECOME AN EVALUATOR
We are always looking to expand our nation-wide network of evaluators. Our team is as socially, ethnically, and economically diverse as the customers of our clients. Our evaluators are from all walks of life: college students, retirees, working hospitality providers, and those in other professions who simply enjoy the experience of being an EyeSpy evaluator. If you are interested in learning to be a systematic as well intuitive observer we encourage you to complete our online application.
Due to our in-depth screening and testing process, not all applicants are accepted, but once you are an EyeSpy evaluator you will enjoy many opportunities and benefits. In addition to meals, hotel stays, and other experiences, you will receive personal coaching and training that will increase your powers of observation as an evaluator and ensure that EyeSpy's high standards are met.
Please, fill out the evaluator application and begin the process of becoming part of the EyeSpy team. We look forward to working with you.
