Mystery guest
Quality Control
Quality control is a dedicated function inside the salon that keeps the guest journey clear, calm, confidential and aligned with the promised level of service. We review communication, booking, feedback, offers and the actual visit experience, and we also use the mystery-guest format to see the project through the eyes of a regular guest.
What quality control is
Quality control works as a dedicated department that helps maintain one consistent level of service at every touchpoint: from the first contact to the end of the visit and follow-up feedback.
It works together with other salon functions, including marketing and internal analytics, to detect weak spots, improve communication scenarios, refine offers, increase information accuracy and strengthen the overall service experience.
The department’s main priority is guest confidentiality, objective service assessment and practical improvements that genuinely raise the quality of the project.
What we check
- response speed for calls, requests and messages
- clarity of the consultation and politeness of communication
- booking accuracy, rescheduling and confirmations
- match between photos, descriptions and actual service
- route, entrance and navigation convenience for the guest
- the quality of promotions, advertising promises and how they match the real visit
- reviews, complaints, questions and suggestions that help improve the project
How the mystery guest works
A mystery guest is a person who goes through the regular guest journey without any special status for the staff: calls or writes, clarifies details, books a program, visits the salon and evaluates the whole experience exactly as an ordinary guest would see it.
As a rule, participation in this format assumes a special visit price: it may be lower than the standard program price, often by 40–50% relative to the minimum offer. The exact conditions, amount and compensation or refund format are agreed separately for each scenario.
After the visit, the mystery guest fills out a detailed evaluation form. It may include many questions about the call, booking, greeting, atmosphere, cleanliness, accuracy of promises, tactfulness of communication, overall impression and whether the service matched expectations.
This form is what makes participation valuable for the project: it allows the quality team to see not only general emotions, but specific growth points that can be improved in communication, service and visit organization.
Confidentiality and feedback
It is important for us that both regular guests and mystery guests can share observations calmly. Such requests are handled confidentially and used to improve quality rather than for formal replies.
If you have complaints, questions, suggestions or service-related comments, you can contact the quality department directly by the phone above. It is especially helpful to report response delays, booking confusion, inaccurate service descriptions or any situation where expectations did not match reality.
Why this matters for the project
Make the experience fast, calm, clear and predictable from the first minute until the end of the visit.
Maintain the same quality of communication, booking and actual service regardless of the day, workload or staff rotation.
Collect detailed enough feedback for the project to grow, strengthen its strong sides and fix weak points based on real guest experience.
How to become a mystery guest
If this participation format is of interest to you, contact the quality department. We will explain whether recruitment is currently open, what conditions apply, what visit format is needed and what the post-program questionnaire looks like.
Participation is possible only if you are ready to attend the program, keep the review details confidential and complete the full evaluation form after the visit. The usefulness of this format depends on the completeness and honesty of that questionnaire.
