What we offer
Anonymous assessment of the whole guest experience.
From first enquiry to final goodbye — booked, experienced and paid for like any ordinary visit, measured like nothing else you receive.
The five
There are five ways to buy it. One covers the visit entire. The other four each cover a single part of it, for establishments that would rather begin somewhere than everywhere — and each of the four is a real product, not a sample of the fifth.
Every one of them is unannounced. Every one is paid for by us at your ordinary rate. Every one ends the same way: a written account that goes to you and to nobody else, and a conversation with our team about what is in it.
The whole of it
The Whole Guest Journey
One visit, assessed end to end, from the first enquiry to what a guest still remembers days later.
Read moreBefore They Arrive
The enquiry, the booking and the confirmation, assessed exactly as a guest meets them.
The First Impression
Arrival, the welcome, and the ten minutes in which a guest decides what kind of place this is.
What They Came For
The treatment, the table, the room — the thing itself, reported without flattery.
How They Leave You
The settle, the goodbye, and what is still there seventy-two hours later.
Side by side
The five, side by side
What each one covers, how it is carried out, what arrives at the end of it, and how long it runs.
| What is being compared | The Whole Guest JourneyThe whole of it | Before They Arrive | The First Impression | What They Came For | How They Leave You |
|---|---|---|---|---|---|
| Scope of the visit | The visit entire — everything from the first enquiry to what remained days after leaving. | Everything before arrival — the enquiry, the booking, the confirmation and the silence between them. | Arrival and the first ten minutes — the approach, the door, the welcome and the wait. | The experience the booking was made for — the treatment, the table, the room, the drive. | The departure, and the seventy-two hours after it — the settle, the goodbye, and what remained. |
| Desk-only or in person | In person, and from a desk. The enquiry and the booking are made before anyone arrives. | From a desk. Nobody sets foot on the property, so it can be run anywhere on the continent. | In person, unannounced, on an ordinary day. | In person, unannounced, paid for at your ordinary rate. | In person, followed by a structured recall three days later. |
| What you receive | The complete written account of one guest journey, and a conversation with our team. | A written account of the correspondence as it arrived, and a conversation with our team. | A written account of the arrival in the order it happened, and a conversation with our team. | A written account of the thing itself, in sequence, and a conversation with our team. | A written account of the leaving, what survived it, and a conversation with our team. |
| Engagement length | One visit, with the days either side of it. Weeks rather than months. | The shortest of the five. A fortnight is usual. | A single visit. Weeks from agreement to account. | A single visit. Weeks from agreement to account. | A single visit and the three days that follow it. |
No price is published against any of them, because none of them has one. What an engagement costs depends on where you are, how many properties are involved and how much of the visit you want assessed, and the figure arrives in a written proposal before anything is agreed.
Not sure which of the five is yours?
Most establishments are not, and it is not a decision you have to make before speaking to us. Tell our team what you suspect and they will tell you which of the five would answer it — including, when that is the honest answer, none of them.
Our team replies within three working days, and nothing is agreed until you agree to it.