Undercover audits for ski lifts, ski schools, mountain huts, transport and mountain resort activities. We monitor the guest’s experience at agreed stages to provide managers and management teams with useful insights to improve hospitality, information provision and service continuity.
For individual operators, ski areas and destinations. Projects tailored to the services and the season.
A day in the mountains begins before arrival: online information, bookings, purchases and travel arrangements all influence what the guest will find on arrival. Mystery Ski observes these interactions just as an ordinary customer would, comparing the promises made across different channels with the service actually received.
The project may involve a single operator, multiple facilities or a route through the resort. It is aimed at ski area and lift operators, ski schools, mountain huts, tour operators, service networks and destination organisations.
We select the services and scenarios based on the objectives, the season and the activities actually available.
From searching for a ski pass to using the facilities: clarity of prices and terms and conditions, purchasing online or at the ticket office, wayfinding, waiting times and assistance at points of contact. We also observe how changes, restrictions and available alternatives are communicated to the customer.
Enquiries, bookings, clarity of the offering in relation to the stated profile, directions to the meeting point and welcome. The itinerary may include ski and snowboard schools and guided activities, observing organisation, communication and the handling of enquiries both before and after the experience.
Initial contact, availability, booking, welcome, waiting times, presentation of the offer and conclusion of the service. In mountain huts, hotels and other accommodation facilities, we assess the agreed stages, linking the information received prior to arrival with what the guest encounters during their visit or stay.
Information on connections and timetables, purchasing tickets, locating stops, assistance and seamless transfers between different journeys. The project may cover public transport, shuttle buses, car parks and services providing access to the resort, with a focus on ensuring clarity of the process for first-time visitors.
Enquiries, bookings, collection, explanation of terms and conditions, handling of queues and return. At rental outlets and retail points, we observe how the customer’s needs are understood and how the offer is presented, as well as the consistency of information across the website, telephone and on-site staff.
Tourist offices, family services, and bookings for summer or winter experiences and activities. The process may involve multiple operators and channels within the destination, assessing customer focus, information on terms of use, links between services, and the handling of enquiries throughout the guest’s entire experience.
A scenario may begin with an online enquiry, continue with a booking, and follow the customer’s arrival, purchase, journey, reception and assistance. For each stage, we define which behaviours to observe and which evidence to collect, using the contexts and routes normally accessible to customers.
Audits focus on the customer experience and the application of agreed service standards. Technical inspections of facilities, technical checks on equipment and safety certifications have distinct purposes and areas of responsibility.
Ski passes, ski schools, equipment hire, mountain huts and transport links can be viewed as parts of the same experience. The plan takes into account days, time slots and periods of the season to interpret the observations within their context.
Facilities open in summer, services for hiking and mountain biking, accommodation, guided activities and tourist information may form part of the agreed scenarios. The aim is to understand how easy it is to find one’s way around, make bookings and use the resort’s services.
We agree on operators, channels, guest profiles and the decisions to be supported. The number of visits, activities undertaken and any expenses are included in the project.
We draw up the checklists and prepare the mystery shoppers for the specific contexts involved. The questions describe observable facts: what was communicated, how a request was handled, and what guidance was provided.
Visits follow the agreed schedule. Staff review 100% of the completed checklists, verifying completeness, consistency and evidence before analysis.
We take into account the time of year, visitor numbers, conditions observed and services available. To compare operators, locations or seasons, we clearly set out the common criteria and differences in context.
We present our findings through forms, metrics and reports tailored to the project. These observations help to identify areas for improvement, information requiring clarification and issues to be discussed with the teams. Where available, online dashboards allow data to be viewed in the members’ area.
A subsequent cycle may apply the same criteria to monitor the service’s development. A single visit documents the incidents observed: the evaluation framework is tailored to management’s specific questions.
Please let us know the services involved, locations, season, channels and objectives. Let’s work together to define the scope of a Mystery Ski project that will benefit your organisation.