Mystery Guests for Coworking Spaces

Mystery Visits From Mystery Shopping Companies

In today’s competitive coworking industry, delivering a seamless, high-quality experience for members is paramount. Whether you’re managing a boutique coworking space or a large-scale network of locations, ensuring that your services meet the needs of your community is essential. One of the most effective tools for gaining insightful feedback is the use of a secret shopper or mystery guest. This method, traditionally used in retail and hospitality industries, has proven to be a powerful strategy for coworking spaces looking to enhance their offerings and ensure the highest standards of service.

What is a Secret Shopper?

A secret shopper, or mystery shopper, is an individual hired to pose as a regular customer or member to evaluate the quality of service, space functionality, and overall experience of a business. In the context of coworking spaces, a secret shopper can provide detailed, unbiased feedback on everything from the cleanliness of the workspace to the friendliness of staff and the ease of the membership sign-up process.

Objective, Unbiased Feedback

Secret shoppers offer an impartial view of the space. While members may be hesitant to give negative feedback directly, mystery shoppers provide an honest and unfiltered perspective on the things that matter most, such as staff behaviour, the onboarding process, and the overall user experience.

Improving Customer Service

The quality of service in a coworking space is one of the primary factors in member satisfaction. By observing interactions with staff, whether it’s during a tour, inquiry, or support request, secret shoppers can help identify whether employees are welcoming, knowledgeable, and responsive. Insights gathered can guide training programs to enhance customer service and ensure staff members consistently meet the space’s standards.

Enhancing the Onboarding Experience

First impressions are crucial, especially in a highly competitive coworking or shared office market. Secret shoppers can assess the effectiveness of the onboarding process by evaluating how smoothly new members are introduced to the space. Are they given a proper tour? Are the amenities clearly explained? Is the member’s experience seamless, or are there pain points that need addressing? By pinpointing constrictions, coworking spaces can refine their onboarding procedures to create a smooth, positive experience for every new member.

Assessing the Overall Environment

The atmosphere and vibe of a coworking space or shared office are often what differentiate one location from another. A secret shopper can evaluate the space’s layout, noise levels, decor, and overall ambiance. Are the open areas conducive to collaboration? Is there a quiet zone for focused work? Does the space feel welcoming and inclusive? These insights can help business owners understand how their coworking environment is perceived and identify adjustments to improve comfort and productivity.

Work With Us

Incorporating a secret shopper or mystery guest agency into your coworking space’s strategy offers a powerful way to assess and refine the overall member experience. The insights gathered can guide improvements in customer service, space design, and amenities, all of which contribute to a stronger and more appealing coworking environment.

Ready to take your coworking space to the next level?

Let us help you uncover hidden insights and enhance your member experience with our tailored mystery guest services. We provide detailed, unbiased and ethical feedback on everything from customer service to amenities and ambiance, helping you create an environment that truly stands out.  Contact us today to learn more about our mystery guest and secret shopper services.

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Intercepting Complaints

Check-backs and complaint handling go hand in hand. Intercepting a problem before a customer tells you, or Google, not only prevents negative word-of-mouth but can increase revenue through loyalty and positive PR.

Use our fun PEP talk sheets to support your front-line teams in learning how to avoid complaints.

Engaging Conversations

Building a natural and genuine rapport with guests can be the most positive and memorable part of their dining experience. Whilst the food and the environment can be remarkable by itself, making a customer feel that they are more than just a table number, has a far wider reach in terms of spreading positive word-of-mouth.

Use our fun PEP talk sheet to support your front-line teams in learning how to have engaging conversations.

Positive Body Language

Being able to communicate positivity, and with enthusiasm, encourages customers to reciprocate in the same manner. However, most of us are unaware of how we are perceived by others and, whilst we may think we are coming across as welcoming and friendly, our body language could be telling a different story.

Use our fun PEP talk sheet to support your front-line teams in understand the importance of self-awareness.

Relevant Recommendations

Team members need good product knowledge to be able to describe and enthuse, but often don’t know what many of the dishes taste like. A lack of upselling is also often due to a lack of confidence in knowing where to start a conversation that leads to a recommendation.

Use our fun PEP talk sheet to support your front-line teams in learning how to upsell.