The Institute of Sport and Recreation Management
ISRM Consultancy: Mystery visitor service
Our consultants bring over 17 years experience of undertaking mystery visits to a range of leisure facilities. We offer a programme incorporating a visit by a trained and qualified leisure professional assessing against a range of customer-focussed criteria, linked to QUEST, supported by a detailed report outlining the findings of the visit which can form a key part of any continuous improvement approach to service delivery. Revised in 2007, the new Mystery Visitor programme enables individual facilities to be compared against the highest and lowest performing facilities in the industry, as well as comparing against facilities of a similar age, type and size. It is a cost-effective means of seeking an external, independent and qualified view of how your facilities are performing through the eyes of a customer.