We all love theme parks and visitor attractions, but it can be difficult to know just how well a theme park is meeting the needs of its guests in real-time. Even on-the-spot interviews in-person or on an app can't always be relied on. This is where mystery shopping comes in.
Mystery shopping is a research technique in which a trained person, called a mystery shopper, poses as a customer and evaluates the service they receive. Here at Katapult, we also include as part of our 'Guest Experience Audit' a review of the operational challenges we may see too.
There are plenty of benefits of theme park mystery shopping.
First, it can help to identify areas where the theme park can improve its customer service. Mystery shoppers can provide feedback on everything from the cleanliness of the facilities to the friendliness of the staff. This feedback can then be used to make improvements that will create a better experience for guests.
Second, mystery shopping can help to ensure that the theme park feels safe, across rides, restaurants, public spaces and car parks too. A crucial factor that many guests take into consideration when leaving a review of their visit.
Third, mystery shopping can help to improve the theme park's reputation. When guests have a positive experience at a theme park, they are more likely to recommend it to their friends and family. Mystery shopping can help to ensure that guests have a positive experience by identifying and addressing any areas where the theme park can improve.
This is typically where traditional mystery shopping ends, however, at Katapult our Guest Experience Audit includes a spend analysis and dwell time to provide further operational feedback to enhance the overall experience.
Theme park mystery shopping can help to ensure that it is providing a high-quality experience for its guests. This can help to improve the theme park's reputation and attract more visitors.
We have worked with a number of theme parks and visitor attractions to complete mystery shops, using our expert and experienced industry team. For more information, talk to us today about how we can conduct mystery shopping at your attraction.