Tell us a little bit about your business:
W. Short Hospitality is a family owned business that own and operate iconic and diverse Hospitality venues around Sydney and Regional NSW.
Each of our venues are a cornerstone of their respective communities, serving as a welcoming meeting point and place of leisure, for great conversation and celebration. Our engagement with the community extends far and wide, including supporting many sporting teams, school groups, special interest groups and charities.
Before you started mystery shopping, what challenges were you faced with?
Before we engaged Human Experience for Mystery Shopping, we were spending a lot of time and money on training and instilling our standards into our staff, however struggled with being able to measure that training and see results.
Tell us about the solution Human Experience offered you
By partnering with Human Experience, this has allowed us to be given non bias and independent feedback on a customer’s overall experience, based on the KPI’s that we have developed for each of our individual venues to be assessed on.
How have you used the mystery shopping feedback as a management tool?
Our Mystery Shopper program has made it easy for us to identify operational gaps and areas for training within our businesses and be able to implement strategies to improve on our overall offer and staff performance.
Tell us about the results you’ve seen in your business since you’ve been mystery shopping
Since Mystery Shopping with Human Experience, our event sales have increased by 20% and our online feedback based around service has gone from an average of 70% to an average of 90% across all of our venues.
What would you say to other businesses who may be considering working with Human Experience?
I cannot recommend Nic and the Human Experience team enough!
Nic has a wealth of experience across Human Resources and multiple industries which makes it a very easy set up process and she will continue to help you build on your program to deliver the best outcomes for your business, staff and customers.