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Mystery Shopping

  • Specialized mystery shops focused on the hospitality industry
  • Increased staff accountability leads to higher service levels
  • Measuring steps of service benchmarks improves training effectiveness
  • Franchise compliance shops ensure brand standards and consistency
  • Bar loss prevention shops help to decrease liquor costs
  • Quality assurance measures ensure that information is accurate and reliable
  • Third party program ensures unbiased feedback
  • Introduces new guests (shoppers) to your business as a marketing tool
  • Professional macro view reporting and analysis identifies trends
  • Fully customizable to meet the unique needs of your business
  • Efficient and affordable with no hidden fees

Goodwin Hospitality Mystery Shopper Program reflects our niche focus and experience within the hospitality industry with our specialized mystery shops and professional shoppers. Our growth and client retention has proven that it is this focus and specialty that makes a difference. Our clients place a great deal of trust in us and we take that trust very seriously. Clients look to us to provide them with advice and insight that can only come from years of experience within the hospitality industry. When you partner with us, you really are partnering with a peer that understands your business.

Clients are quickly impressed when they switch their mystery shopping services to Goodwin Hospitality. They easily notice our professionalism, experience, shopper integrity, and reporting accuracy. We take great pride in the quality of our shoppers and our shop reports. Our quality assurance team of editors reviews, edits, and approves all shop reports before they are shared with our clients to ensure accuracy and integrity. New clients also appreciate the customization and flexibility that we offer. We work with our clients as partners to fully customize the survey templates and reports to meet their individual needs. There is never a charge for program set-up, template revisions, or custom reporting. New clients value that we are a hospitality services company and that we actually understand the business and know which programs, questions, and reports will work best for them.

We use a unique pool of mystery shoppers with quality and professionalism in the industry that is second to none. We have an extensive pool of your natural mix of guests, MSPA certified shoppers, and hospitality industry professionals, like restaurant, bar, and hotel managers, that are sourced through our hospitality management recruiting division. We only use experienced bartenders or bar managers to conduct our specialized bar loss prevention shops, as they are the only people truly qualified to monitor pour counts, cash handling, and bar operations. We are proud members of the Mystery Shopping Providers Association (MSPA) and many of our shoppers and staff are MSPA Gold Certified.

Our sophisticated and modern reporting technology provides interactive graphs that make it easy to analyze and identify trends within cumulative data on a local, regional, and company-wide level. The system can provide hundreds of different types of management reports to meet your specific needs, clearly and attractively formatted for your review and presentation at your management meetings. You are also able to specify who within your organization can access mystery shopping information and the types of information and reports that they can review. All reports are viewed through a secure server and all data is encrypted to ensure that information is only viewed by authorized individuals.

We are looking forward to working with you to develop a successful and effective program for your business. Evaluating service is the best investment you can make and building future sales starts with today's guest. Contact us today to learn more about this service and how your company can benefit by outsourcing your mystery shopping to Goodwin Hospitality.

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Testimonials

The…

The Red Arrow Diner

"I absolutely love the services provided by Goodwin and Associates and it is proving to be a great tool with my whole staff! My staff has become really caring about each and every customer that comes in, because they have no idea WHO the mystery shopper is! I really wish...

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Robeks

Robeks

“Robeks has been utilizing the Mystery Shopper Program from Goodwin Hospitality since 2010. The program provides us with valuable, unbiased feedback regarding our customer service and operations. In January of 2014, we began work on developing our audit program by utilizing Goodwin Hospitality’s new mobile app platform. This program, which...

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Pret

Pret

"Being new to the US market, we selected Goodwin & Associates from a shortlist of four companies. Quality of customer feedback was our biggest selection criteria and we have been absolutely delighted with the insights Goodwin’s Shoppers provide. Their understanding of our business, ability to comment to the level of...

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Froyo…

Froyo World

“Goodwin Hospitality has been a great help to our business. It keeps us aware of the great things our stores are doing, any problems our customers are having with their experience, and teachable situations that crop up with our employees. If something goes awry with a shop, the team is...

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Flatbread…

Flatbread Company

"Our desire to have great food and service is not enough. We train for it daily and needed the ability to measure it in some way. Using the Mystery Shopper Program has improved our service and effectively completed our desired 360 degree comprehensive training and evaluation program. We use the...

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The…

The Barley House

"Goodwin and Associates has provided an invaluable service by doing what we can’t, which is to sit in the customer’s seat. The Mystery Shopper Program has provided us with direct and honest feedback that impacts our bottom line. Always professional and confidential."

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Harvest…

Harvest Restaurants

"Goodwin and Associates secret shopper (spotter) program has become a great tool for Harvest to improve both food, service and total hospitality. We rely on this service to keep score in our eight properties and to improve individual performances as well!"

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The…

The Vig

“We are loving our shops. They have become a very useful tool in our improvement. We reward our servers/bartenders with great shops and we counsel/part ways with those with poor shops. It helps keep my managers on their toes and shows the staff what points we are looking to hit.”

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Bono's…

Bono's Testimonial

“Goodwin & Associates provided our company with a platform that proved to be one of the best teaching tools for our employees that we have ever implemented. It encouraged our employees to improve in every facet of their job by providing great feedback to build on. It also rewarded those...

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Super…

Super Duper Burgers

“Goodwin Hospitality Mystery Shopper Program has helped us better understand our guests as it relates to our standards. It gave us a better insight on all our dayparts. Our Client Services Manager has been very accommodating with any concerns or changes that we need in order to make the program...

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Dough

Dough

“We have been working with Goodwin Hospitality now for a few years and we wanted to let you know how pleased we are with the service. The shops that you provide have been very helpful to us and have taught us things about our food and service that we may...

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Bojangles

Bojangles

"Before I met with Goodwin, the mystery shopping firms that I’d experienced seemed to take a very cookie cutter approach to gathering data. I also had ethical concerns about the mystery involved, and its impact on our employees. What impressed me about Goodwin was that they had done their homework....

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Atomic…

Atomic Wings

"Atomic Wings has been using Goodwin Hospitality Mystery Shopper Program for several months now. It has exceeded our expectations in terms of quality and flexibility to meet our specific needs. Our units’ operations have steadily improved with the objective and useful feedback provided since the program's inception. This program makes...

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Austin…

Austin Grill / Marvelous Market / Be Right Burger / American Tap Room

"Goodwin and Associates Mystery Shopper Program has provided our concepts with an invaluable insight to our areas of improvement. Their staff has gone above and beyond to deliver top rate service and responds with urgency to any request. The detail and flexibility of the reporting tools allow us to manage...

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Hooters

Hooters

"We had long sought a suitable replacement for the shopping service that my father helped found. After a few false starts with other companies, I was contacted by Goodwin and Associates. We built a shopping form that was completely customized for us and even further distinguished that our shoppers did...

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Ben…

Ben and Jerrys

“This is a great tool for our retail business. We get to see what really happens in our stores when we aren’t behind the counter. We have been using the results to train staff and reward excellent service. Overall a success.”

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Ash…

Ash Creek Saloon

"I can only say that if I knew about the Mystery Shopper program 16 years ago I would probably be a rich man today. It is by far the most useful and important tool we have to determine customer satisfaction as well as internal concerns such as appearance, hospitality, and...

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Brother…

Brother Jimmy’s BBQ

"I have used a few different services and nobody else has provided the quality and insightful reporting as Goodwin has. In my line of work I cannot be everywhere at once. Not enough time in the day. You need assistance of all sorts and a good spotting company can practically...

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Wild…

Wild Wing Café

"The Wild Wing Café restaurants find the mystery shops completed by Goodwin & Associates to be extremely helpful in evaluating our service and quality. Each of the shops gives us important information we can feed back to the employees for continued improvement and for positive reinforcement."

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Dig…

Dig Inn

“With rapid expansion and frequent menu changes, we not only thrive on but desperately need honest, transparent feedback from our guests. Goodwin’s Mystery Shopper Program provides an efficient means to accessing the treasure trove of customer data, including the highly valued constructive criticism on opportunities for improvement. Game-changing analytics are...

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MacAllisters

MacAllisters

"MacAllisters Grill & Tavern has employed the services of the Mystery Shopper Program and it has become an integral part of our overall business. The program is two fold in allowing us to monitor the staff and their service techniques and the quality of our food served, plus analyzing the...

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Dunkin…

Dunkin Donuts

"I have used a number of other Mystery Shopper services over the last 10 years. My contacts at Goodwin & Associates have far exceeded the competition. Personal contact through the set up process and ongoing support put them ahead of their competition. They set the example of true customer service."

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Apollo…

Apollo Burger Testimonial

"The program is working great for us! We’re thrilled with the way the shops are being conducted and reported and we’re especially impressed with our contacts at Goodwin."

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Village…

Village Tavern

"Goodwin and Associates supply us with mystery shops that we can use to improve our business. The shoppers are people who dine in restaurants in our segment, and truly know and appreciate good food and service. This gives the entire shop credibility with the operators. The overall price is reasonable...

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Capital…

Capital Ale House

"Goodwin & Associates Hospitality Services provides me valuable, impartial opinions of our guest’s experience as well as hard data that that can be used by our staff and management to target deficiencies and build improvement."

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Guido's

Guido's

"I just received a couple of completed mystery shopper reports and they look great. This is a much better program than what we were doing prior to your service. I look forward to a good business relationship with Goodwin. I probably should have signed up sooner!"

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Nastasket…

Nastasket Beach Resort

"Goodwin & Associates Mystery Shopper Program has improved our level of customer service, quality control, as well as overall experience for our clients. It has shown us all areas that need additional development and gives us insight to what is working through our training programs and ensuring our focus is...

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The…

The Inn at Ohio Northern University

"We are very pleased with the services provided by Goodwin & Associates Mystery Shopper Program. The monthly dining shops provide valuable insight ensuring the continued growth and success of our organization. We are most appreciative of the timeliness of the report following the shop, which allows for an immediate response...

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Pacuigo

Pacuigo

“Working with the team at Goodwin Hospitality has been a collaborative effort to build a mystery shop program that helps support our company’s standards and vision across our enterprise. They have been very accommodating and listened when we discussed our needs as a franchisor and also what we wanted the...

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Boyle…

Boyle Hotels

"We are extremely pleased with the Goodwin Mystery Shopper Program which has easily integrated into our Customer Service Training due to the flexibility and adaptability of their services. Everyone at Goodwin has been great to work with!"

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