Benchmarking: where you stand against competitors
Ninety per cent sounds great. Until you find out the competitor across the street scores ninety-five.
WENO-YUNO benchmarking compares your service level with competitors or across your branches. Same scenario, same questionnaire, equally trained shoppers, so results are directly comparable.
Three ways to compare
Against competitors
We visit competitor locations with the same scenario. See where you're ahead and where customers slip away.
Across branches
A ranking of branches, regions and shifts. Find best practice and roll it out across the network.
Over time
Each wave is compared with the previous one. See whether training and new standards really work.
A ranking instead of impressions
Benchmark results are in the online system. Every branch sees its place in the ranking and its trend.
- Comparison by section and individual question
- Strengths and weaknesses against competitors
- Recommendations on what to adopt and what to improve
Benchmarking FAQ
What is benchmarking?
Benchmarking compares the level of your service with competitors or across your own branches. We use the same scenario, the same questionnaire and equally trained shoppers, so results are directly comparable.
How does competitor benchmarking work?
We select the competitors you want to compare with and visit them with the same scenario as your locations. You get a ranking and an overview of where you're ahead and where you're losing.
Is competitor benchmarking legal?
Yes. The mystery shopper behaves like an ordinary customer and assesses only what any other customer would experience. We obtain no internal or sensitive information.
For new clients
Try mystery shopping at one location before you decide
You don't have to commit to a programme for your whole network. A pilot shows you what really happens, and shows you how we work.
Pilot mystery
- 1 location, hotel or call centre
- 2 in-person visits or 3 mystery calls, following your scenario
- Results in our online system, with photos and recordings
- 30-minute debrief with what to fix first
- If you continue, we deduct the pilot from your first month
Free tip: a 5-minute test you can run today
Before you contact us, run a small mystery yourself. Ask a friend to call your business or front desk as an ordinary customer, and check:
- Did someone answer within three rings?
- Did they introduce themselves and ask how they can help?
- Did they ask at least one question to understand what the customer needs?
- Did they offer a concrete solution, date or price, not just information?
- Did they offer something extra, or take contact details for a next step?
- Did they say goodbye, wish a nice day and invite the customer back?
Two or fewer “yes” answers usually mean customers leave empty-handed. Send us your result and we will tell you, free of charge, where to start.