Portland, OR – November 1, 2013– According to a five-year analysis of aggregated data by Barker & Associates, a timeshare industry leader in mystery shopping services, mystery shopping reports have exposed ways to measurably improve resort performance 92% of the time. The analysis confirmed that cost savings, increased efficiencies, and higher closing rates have been realized from sales and operations, exclusively through the unique process of mystery shopping.
Specific improvement opportunities varied by resort; 94% of those who shopped the sales process uncovered cost savings and profit-increasing areas such tightening discovery, establishing the number of incentives, or what to do when the sales approach hinders the sale. For those resorts who shopped their operations, 90% benefited from insights such as overspending in housekeeping and food and beverage, unanticipated refurbishment priorities, and the need to revisit customer service skills.
“We find that mystery shopping provides a perspective that we are simply unable to get through any other means,” said Larry Shulman, senior vice president of sales and marketing for Hyatt Residential Group.
“There is a specialized benefit in using expert mystery shopping services,” Barker & Associates President Chad J. Barker adds. “Nothing beats an unannounced, undercover site visit from trained mystery shoppers. The data collected is unique, and immediately actionable.”
