Mystery Shopping, as a formal appraisal process, has its origins in the hotel industry. Today, it is used by the best hospitality organizations and world-class service providers. With its foundation in revenue management, Mystery Shopping is an analysis tool that processes, interprets and internalizesguest expectations and satisfaction – both of which are primary drivers of revenue and profits.
The Cruise Industry Institute (C.I.I.) has leveraged this much used appraisal process with electronic-based technology to build rigorous, scalable tools that do just that – measure drivers of revenue and profits.
In a ship-side scenario, C.I.I.’s Mystery Shopping addresses the factors that affect the bottom line for cabins as well as various ancillary revenue streams.
Continue reading →