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Mystery Shopping CSAMystery Shopping & Integrity Assessment
A 103-point assessment of the end-to-end guest journey and the integrity controls behind it. Weighted model: Guest Experience 60%, Integrity 30%, Billing Accuracy 10%. Critical integrity checks flagged as PASS or RED FLAG.
103Control points
8Sections
TrackedEvery gap closed with an owner
Scope
What the assessment covers
Every section is scored independently, so you see exactly where the weakness sits rather than a single number.
01 · 10 questions
Reservation & Pre-Arrival
First contact, booking accuracy, rate quoting, confirmation and pre-arrival communication.
02 · 10 questions
Check-In & Deposit Controls
Arrival experience alongside the deposit, authorisation and registration controls that protect revenue.
03 · 19 questions
Guest Room & Stay Experience
Room readiness, housekeeping standards, maintenance and in-stay service recovery.
04 · 20 questions
Food & Beverage Experience
Outlets, room service and banqueting — service standards and the transaction controls behind them.
05 · 15 questions
Integrity & Honesty Tests
Deliberate tests of cash handling, discounting, comps and voids. These are the checks that surface revenue leakage.
06 · 15 questions
Billing Accuracy & Revenue Controls
Whether the guest is charged correctly, postings match consumption, and adjustments are authorised.
07 · 7 questions
Check-Out & Departure
Folio accuracy, settlement, departure experience and follow-up.
08 · 7 questions
Overall Impression & Brand Standards
Consistency against brand standards and the overall impression a real guest would form.
Grounded in
What it is measured against
Guest Experience 60%Integrity 30%Billing Accuracy 10%PASS / RED FLAG on critical checks
The stakes
Every stay is a live test of three things at once
The quality of the experience, the honesty of your people, and the accuracy of the bill. Guests judge all three whether or not you measure them — and the results show up in reviews, in repeat business and in margin.
The gap
The annual audit is a snapshot of a moving target
Most groups still commission mystery shopping once or twice a year from an external agency — expensive, infrequent, and a snapshot at best. Findings land months after the visit, owned by no one on the team and forgotten by the next quarter. For a group running ten, twenty, fifty properties, leadership has no live, comparable view of which sites are delivering the experience and which are quietly leaking revenue or carrying an integrity risk right now.
Scoring
Our scoring is risk focussed
Every question is scored on the same four-point scale, and a score on its own is never enough, the portal allows to upload the evidence behind it and the action that follows.
0 · Not in place
The control does not exist
No procedure, no ownership, no record. Scores zero and drives a corrective action automatically.
1 · Partial
In place but not consistent
The control exists on paper but is not applied reliably, or the evidence is incomplete. Partial credit, with the gap documented.
2 · Fully in place
Operating and evidenced
The control exists, is followed day to day, and there is documentation to prove it.
N/A
Not applicable
Excluded from the denominator rather than scored as a failure, so properties are not penalised for services they do not run.
Evidence
Every answer is supported
Notes and evidence are captured against the question itself, so the reviewer sees the reasoning rather than just the number.
Corrective action
Gaps get an owner
Anything below full compliance carries a corrective action, tracked to closure and re-tested at the next cycle.
Reading the result
Full Maturity Rating allowing for portfolio wide benchmark
Section scores roll into a weighted overall compliance rating, but critical controls are reported separately, so a property cannot pass overall while failing something that matters.
Compliance bands
Excellent, Good, Adequate, Needs Improvement
A plain-English band on top of the percentage, so a General Manager, Director of Finance and a Head of Internal Audit read the same result the same way.
Critical alerts
Flagged independently of the score
Questions marked critical raise an alert on their own. A strong overall percentage never buries a failed critical control.
Section health
Where the gap actually sits
Each section carries its own score and band, so a single overall number resolves into the two or three areas actually causing it.
Workflow
Nothing is finished until someone signs it off
Assessments move through a controlled review cycle with named roles, so a self-assessment carries the same discipline as an audit rather than becoming a tick-box exercise.
In Progress
The assessor works through the questionnaire, scoring each control and capturing evidence.
Submitted
The completed assessment is locked and passed to a reviewer.
Awaiting Review
A reviewer checks scoring and evidence, and either signs off or returns it.
Returned
Rejected assessments go back with comments so gaps are corrected, not argued over.
Signed Off
The result is final, findings become tracked corrective actions with owners.
How it is run
We start it, your team sustains it
The platform is not marked homework. PROFIX conducts the initial assessment, trains your internal team to run it, and stays involved through the review cycle. We created the properties for you to do assessments
We assess first
PROFIX conducts the baseline assessment on site, so the first score is independent, and the standard is set correctly.
We train your team
Your assessors learn what each control means and what evidence is expected, so scoring stays consistent between cycles.
Your team reassesses
Periodic self-assessment on your own schedule, per property, without waiting for an audit to be scheduled.
A reviewer signs off
Nothing is final until reviewed. Rejected assessments return with comments rather than being quietly accepted.
Improve and re-test
Corrective actions carry into the next cycle, so the score becomes a trend rather than a snapshot.
ComplimentaryIncluded with internal audit and risk engagements
Board-readyEvery completed assessment exports as a branded PDF
Per propertyRun across a portfolio, compared side by side
Benchmarking
Compare properties side by side
Select up to four properties and overlay their section performance on a single view. See which property leads, which needs attention, and exactly which sections drive the gap.
Where the gap actually is
Every section scored and overlaid across properties, so a low overall score resolves into the two or three sections actually causing it.
Good, Adequate, Needs Improvement
Each property ranked with a clear compliance band, so the portfolio picture is readable at a glance.
Critical issues surfaced first
Critical questions raise alerts independently of the score, so a property cannot pass overall while failing something that matters.
Questions
Before you run it
How is the weighting decided?
Guest Experience carries 60%, Integrity 30% and Billing Accuracy 10%. The weighting is deliberate: experience is what guests feel, but integrity and billing are where revenue quietly leaks.
What does a RED FLAG mean?
Critical integrity checks are reported as PASS or RED FLAG rather than folded into a percentage. A red flag is escalated on its own, independent of how strong the overall score looks.
Does this replace guest satisfaction surveys?
No. Surveys tell you how guests felt. This tests whether the controls behind the experience actually held — whether the folio was correct, the discount authorised, the cash accounted for.
Can it be run on a single outlet?
Yes. Sections can be scoped to the areas in play, and anything out of scope is marked N/A rather than scored as a failure.
Get Started
Ready to Work With a Firm That Actually Knows Your Industry?
Whether you need a statutory audit, a food safety review, an HMA advisory, or a complete risk advisory engagement — PROFIX Consulting is ready to help.