| “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 detail we expect and provide constructive suggestions on how to improve has been far superior to all of the mystery shopper companies I have ever used in the past. This coupled with the attentive and responsive service from their operations team means you really do get a professional, customized program that really meets your business needs. I couldn’t recommend them more highly.” |
"I have been extremely pleased with the Mystery Shopping Program offered by Goodwin & Associates. The service has been outstanding and the reports have been very detailed and informative. I would highly recommend their services." |
| “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 our program and provide up-to-date monitoring of our results. I would recommend Goodwin and Associates to any organization looking to improve bottom line results by monitoring day-to-day operations.” |
"Goodwin & Associates came highly recommended and our experiences with them have far exceeded our expectations. The information we have received from their mystery shop program has been instrumental in helping identify our operational strengths and weaknesses. Having an independent set of eyes evaluating our customer service and quality efforts has been a true asset to our company and we look forward to expanding this mystery shop program to all of our restaurants in the southeast."
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“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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| "Goodwin and Associates has been an invaluable tool in evaluating our service standards. It provides a customer’s perspective that we can’t get any other way. On top of this, the customer service and hands on approach from them has been a delight and better than any other company we have used in the past. Also, the reports are amazing tools in our manager meetings and employee evaluations. Thank you to Goodwin and Associated for providing a top level service." |
"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 and well worth the information."
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“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. They were familiar with our history, and they had obviously experienced our restaurants. They were able to talk frankly with me about our strengths, and how their customized services could help us capitalize on these strengths. I decided to give them a try and have absolutely no regrets. In just a few short months, they provided us with a wealth of data that we can actually use to improve our internal inspection systems. I also appreciated Goodwin's help in communicating with our employees. With Goodwin’s assistance, I’m confident that mystery shopping can improve communication throughout our organization.”
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"As President of Cornett Hospitality, 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 not possess any clear biases against our concept or types of food we serve. The fact that, with this company, the shoppers’ cost of food they eat on their shop is not borne by us, makes this an affordable, valuable, and relevant tool which we use to sharpen our focus. We use these reports to correct any deviant practices as they arise, so we can put forth our best efforts in this ever-challenging hospitality environment. I heartily recommend them, except to my competitors, because I'm truly happy for those competitors to continue giving sub-par service! This company provides a great tool, which when used, can definitely help your organization hit its performance goals!"
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"The Mystery Shopper Program has proved to be a valuable tool in the assessment of the operation of our establishments. We are able to tailor our shop criteria to provide us with information most pertinent to our concept, and tailor shop criteria over time to reflect specific in-store initiatives. Our staff appreciates our posting of completed mystery shops as a communication tool, reinforcing their positive performances and providing often-detailed commentary as they strive to improve."
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| "I am the Director of Operations for an NYC based restaurant group with six locations throughout the New York City. 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 be like a personal assistant. Everybody puts on a good face when the boss is there, but what happens when you are not? The customer experience is of paramount importance to me, and with the help of Goodwin & Associates I am better equipped to ensure that experience is of the quality I expect. Our spotting reports are not only a tool and a report card of sorts for our managers, but a training tool as well for all of our front of house staff." |
| “Monkey Joe’s has contracted Goodwin & Associates for the last year to conduct our Secret Shopper reports in our play centers and we are very happy with the results. The shops have always been timely and professional. It is obvious Goodwin & Associates takes the necessary time and resources to screen their shoppers so they are the most qualified.” |
| "Elevation Burger appreciates the opportunity to participate in your ongoing efforts to improve client satisfaction. We continue to be very satisfied with your services. Our client services manager has been a pleasure to work with and has demonstrated a consistent ability to solve issues expeditiously." |
"The Wild Wing Café restaurants in Alpharetta and Suwanee 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." |
"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 consistency. Thank you for providing such a valuable service to our business. Yours is the one expense we will not consider cutting in this bad economy."
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"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 six properties and to improve individual
performances as well!”
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“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 information on each mystery shop as a tool to ask
for, and receive, better performance from our staff. Our employees
actually like the feedback as they are recognized for a job well done.
The results of the program are great service and a much better Flatbread
experience than before the mystery shops. Thank you Goodwin & Associates!”
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"We've been using your Mystery Shopping service for 5 years and it has proven to be an integral part in how we do business. You have been able to stay "undercover" all this time and have kept our servers and managers on their toes. The very detailed reports, reporting methods, and communication, along with the fact that you've brought us new customers make our partnership continue to grow each year! Your constant efforts to find the best shoppers help us to continue to do the same with our staff. Thank you!" |
"The shops are an incredible tool to understand how the clients qualify your business. Their reports help you to guide your team to reach goals and help you in tracking the problems that you are trying to fix. They are an excellent way to create an incentive and reward program. We are very happy with the company’s job and we appreciate that they constantly renew the reports and the technology. Thank you for everything!"
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"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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| "Legendary Restaurant Group has been using Goodwin & Associates for some time now and have found that we get accurate and helpful information in a timely fashion and we are able to help manage our customer relations with the feedback we get." |
| "We operate Marriott and Hilton branded hotels and value the feedback we get from online guest service surveys. We felt it imperative to have the something similar for our restaurants. We have been very pleased with the program we established with Goodwin & Associates Mystery Shopper Program. We use each shopper report as leaning tools and find them very helpful!" |
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"We are very happy with your shopping service. We are finding your services very helpful in identifying our hotel's service opportunities."
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“At 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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"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 by our management team. We value our relationship with Goodwin & Associates as we strive to reach our single goal for delivering outstanding, highly personalized service to every guest." |
| "The reports are what we were looking for. They seem to be giving a fair indication of our service, they are detailed, and I really like how they “score” our restaurant and bar compared to the competition. They are a valuable tool and we will continue with the program." |
"If I was to sum up my experience, I would say that I was “blown away”. I am truly, truly amazed by the level of support the professional acumen throughout this project. From the initial contact till this email, it has been an absolute pleasure dealing with you and your company. I am sure that I don’t have to say what a great asset Amy is. She is wonderful, patient, professional, and more. Thank you for everything."
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"My company recently switched to Goodwin-Associates for our secret shopper program from a local company. I can speak on behalf of the MnM Theatres and honestly say that we are overjoyed by the change. The two account representatives were very friendly and helpful. They made sure that all of our requests were handled promptly, and just as important, they ensured accuracy. As for the shoppers; they came in unnoticed and performed their tasks. Moreover, they gave a short statement about what they liked and did not like, so we can make other minor adjustments. I would encourage anyone to give them a shot! You will be glad you did."
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"Fajitas & 'Ritas has been a satisfied customer of Goodwin & Associates Mystery Shopper Program since January of 2005. Over the past four years, we have found Goodwin to be flexible and responsive to our shopper needs; and have been reasonably priced. We consider the program to be an invaluable investment in our overall staff training."
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“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 possible weaknesses that occur within the daily
running of the restaurant. The program is now a monthly tool to ensure
we meet the high standards that we set out in our business plan and
is very effective in maintaining our overall goals’”
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“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 I would have found out about this a long time ago.”
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"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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“We are satisfied with your services. Your company is better than other shopping companies that I have used in the past.”
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"I am very happy with the mystery shops. I get a lot of valuable information
from each one of them."
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“We feel your service is very important in keeping an eye on service and quality of product.” |
| "We have been satisfied with your reports. Thanks for your professional and useful information." |
"In today’s business environment the greatest competitive edge we have is directly tied to the level of quality service we provide every day to our customer. As simple as a mouse click away, Goodwin & Associates Mystery Shop Program (MSP) gives us a way to measure the level of our quality service performance and allows us to celebrate what we are doing well, as well as look for improvement opportunities. The MSP system has remarkable functionality, it’s user friendly, and offers great customized flexibility. Working with Goodwin & Associates is a pleasure; they are very professional, accommodating, and friendly."
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