mystery shopping services
why
When you're inside your business every day, blind spots are inevitable. Effective, unbiased mystery shopping is impossible to do yourself. Our program keeps your team focused on what matters, identifies the moments that make or break a guest experience, and gives you a consistent baseline to track improvement over time. This is not a gotcha exercise. It's a gift to your team and your business.
who
Our mystery shoppers are unbiased, third-party hospitality professionals trained in guest experience standards, sales effectiveness, and service best practices. They know the difference between a bad night and a systemic problem. Because Goodness Gracious has operated restaurants, tasting rooms, chef experiences, and tours across Sonoma and Napa Valley, our shoppers are calibrated against real-world standards, not theoretical ones.
what
Our Mystery Shopping Scorecard is designed for the full range of hospitality environments—fast-casual, counter service, full-service restaurants, fine dining, wine tastings, and tasting rooms. The scorecard covers 80+ touchpoints and can be customized for targeted feedback. Shops can cover in-person dining and tasting experiences, phone and reservations interactions, online ordering, and wine club or loyalty program enrollment.
how it works
We get to know you
Before anything else, we send you a short questionnaire to understand your business, your guests, and your service standards — what you think you do well, where you suspect the gaps are, and what a great experience looks and feels like in your specific environment. That's what shapes everything that follows and makes the report tailored to you, not just a generic checklist.
We shop
Three shops, conducted by trained hospitality professionals across different days, times, and team members. Unbiased, invisible, and calibrated against real-world hospitality standards — not theoretical ones. Each visit is scored against 40+ touchpoints, giving you a full picture rather than a single snapshot.
The report and debrief
You'll receive a detailed written report with findings and recommendations, followed by a one-hour debrief with your management team to walk through everything together. No data dumps — just a clear, honest conversation about where you are and what to do next. For owners and managers who want to go deeper, we offer a 1:1 consultation package — three one-hour sessions for $600 — to work through the findings and build a real action plan.
Let’s Work Together
