Do you wish there was a clear roadmap explaining the best way to make a great, lasting impression on your customers? How do you entice them to return to your restaurant? BestMark's proprietary restaurant mystery shops help identify exactly which behaviors and metrics are consistently linked to exceeding guests' expectations.

BestMark Understands the Restaurant Industry

BestMark's expertise in the restaurant industry is unmatched; we have well over 32 years of experience helping some of the world's finest restaurants improve and perfect the customer experience. In fact, our company's very first mystery shops were conducted for restaurant clients in 1986.

Back then, shoppers hand-wrote paper questionnaires and mailed them to us. Times have certainly changed, but the need to wow customers and the value of exceeding their expectations is more critical now than ever. Our years of experience will help you focus training efforts on the specific behaviors proven to impress and delight your guests, time and time again.

We expertly service all types of restaurants, from fast food to casual dining to five-star gourmet, and all of our clients love the positive impact that our mystery shops have on employee engagement, service, and customer satisfaction.

BestMark mystery shops offer unparalleled value because we utilize a proprietary behaviors-based survey format which allows our clients to see exactly what went right and what went wrong at the moment of truth when guests come into contact with restaurant employees.

Our surveys are tailored to address each client's unique standards. They also transcend the typical Likert scale format. BestMark's customized methodology provides a comprehensive report with extensive story-like narrative that details every aspect of the shopper's visit, from the interaction with the host upon arrival to the food quality to the check delivery - and every interaction in between.

The BestMark Advantage - Restaurant Mystery Shopping

As one of the nation's first mystery shopping companies, BestMark made significant contributions to legitimizing mystery shopping as a powerful research tool, and we pride ourselves on continually leading and changing the landscape of our industry. We understand operations, technology, and research, and we know what it takes to manage a phenomenally successful program:

Examples of restaurant-related questions we can answer:

A BestMark Restaurant Mystery Shopping Program Enables our clients to:

No matter what your mystery shopping objectives, we will partner with you to develop a program that will provide actionable results using state-of-the-art technologies and proven shop methodologies.

Actionable Insight for Restaurants

Collecting and aligning data only provides value if that information is actually used to improve performance at each location, so it is critical that the data is useful at the operator level. With that in mind, BestMark created GuestLink™, a proprietary web-based reporting system that allows clients to create, update and track data at all levels within the organization for performance feedback and coaching.

BestMark clients are also able to dynamically create ad hoc reports on the fly and update customized "Action Plans." When managers of customer-facing employees directly access shop results via GuestLink™, coaching and recognition can occur at the front lines almost immediately.

GuestLink™ Customer Experience Intelligence Features