Mystery Visitor Benchmarking

Join over 100 venues tracking their strengths and weaknesses with our impartial, end-to-end assessment of the visitor experience – delivered in partnership with ASVA and ALVA.

Visitor surveys are a great means of identifying improvement opportunities, but real visitors do not often comment on below-the-line, yet mission-critical issues, like regulatory compliance and operational standards.

Mystery Visitor Benchmarking provides an independent assessment of all key touchpoints during a visit including queuing systems, health and safety, catering facilities, accessibility and more. You will be able to take prompt action when needed, learn from best-in-class sites and see how changes convert into stronger visitor experience scores.

How it works

Quarterly visits are undertaken by experienced mystery visitors who complete their discreet assessment on-site via our mobile app, providing photographic evidence and commentary.  Site results are available within seven working days and the end of year report showcases examples of best practice.

Benefits

  • Identify tangible areas for improvement
  • Assess and monitor the detail that may be overlooked by visitors in survey responses
  • Benchmark performance against other visitor attractions
  • Dig into your results and download reports via the user-friendly dashboards
  • Get preferential rates if you already subscribe to ALVA Visitor Experience Benchmarking
Castle, grounds and visitors
Susan Davies,
CEO, Scottish Seabird Centre
We really valued the ASVA Mystery Visit process as it covered all aspects of engagement with the visitor, from pre-arrival to post-visit. The results helped us to identify areas for improvement and, as importantly, to focus on the things we already do well and to use these to highlight good practice and ensure it is consistently applied across our teams. The attractions benchmarking exercise, and the case studies of best practice, were both useful motivators for our team and helped to spark conversations on new approaches to try.

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