Do you know what your customers experience when you're not looking?
WENO-YUNO is a Czech agency for mystery shopping, hotel audits and market research. We show you your business through your customers' eyes, then train your team on what's missing.
- Greeting within 10 seconds ✓
- Asking about the customer's needs ✓
- Recommending a specific product ✓
- Offering an add-on ✕
- Clean, well-stocked shelves ✓
- Goodbye and invitation back ✕
Customers won't tell you why they stopped coming. A mystery shopper will.
as many people hear about a bad experience as about a good one.
customers buy again when their complaint is handled well.
more expensive to win a new customer than to keep one.
for mystery shopping and feedback from your real customers.
What we do for you
We test every place your customers meet your business, and we collect real customer feedback and market data alongside.
Hotel audits and mysteryspecialty
An overnight audit where the auditor reveals themselves at the end, or anonymous mystery shopping of front desk, reservations and restaurant.
Mystery shopping
In-person visits to stores, branches, restaurants and dealerships. Hygiene, merchandising and e-shop audits.
Mystery callingquick start
Recorded test calls to call centres, front desks and sales lines. Also e-mail, chat and AI chatbots.
QR customer surveysnew
Real customers rate their visit and how they felt. The data sits in the same system as your mystery shopping.
Market research
Surveys, customer interviews and competitor monitoring. Evidence for decisions on products, prices and new locations.
Benchmarking
Compare yourself with competitors and across your own branches. Same scenario, same questionnaire, directly comparable numbers.
Training and standards
We turn the results into tailored training, call scripts and a customer-care manual.
What does the sentence nobody says cost you?
“Would you like anything with that?” One question at the till changes your sales. Move the sliders to match your business.
Case study: pizza fast-food chain, 14 locations
From random offers to a habit
The pizza fast-food outlets served about 1,500 customers a day each, and most bought a single slice. Staff knew they should offer a second slice and a drink, but didn't. Every location was losing tens of thousands of crowns a day.
On top of the regular mystery programme we added quick mystery visits focused only on add-on selling. We trained the staff and introduced an instant reward: whenever a server offered both pizza and a drink, the shopper handed them a cash bonus on the spot.
How a project runs
Our mystery programmes don't end with a final report. We keep raising the bar with you.
Consultation
We discuss what you want to find out and suggest contact types and visit numbers.
Quote and contract
Price and timeline within two working days.
Preparation
We write the scenario and questionnaire, select and brief shoppers, set up the online system.
Fieldwork
Every report is checked before it goes into the system.
Evaluation
SWOT analysis, final report and training exactly where it's needed.
Raising the bar
The programme continues. As your team improves, we adjust the questionnaires, raise the standards and take customer service to the next level.
All your data in one online system
Mystery shopping, audits and real customer answers from QR surveys in one place. Compare branches, regions and trends over time.
- Branch ranking, strengths and weaknesses by section and question
- Photos, audio recordings and GPS for every evaluation
- E-mail alerts when new results arrive
- On desktop and mobile, data on a secure server
People aren't numbers, numbers aren't people.
Our motto is We know = you know: whatever we find out, you and your team know too. We run mystery shopping transparently, as a tool for improvement, not for finding someone to blame.
- Experience since 2008; WENO-YUNO was formed by merging the agencies Mystery Shoppers and MS Partner
- Our own shopper network across the Czech Republic and Slovakia, with language and specialist skills
- Experienced hotel auditors for overnight audits
- Data quality control: GPS, photos, audio recordings and control questions
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.
We've worked for hotels, luxury brands, retailers and restaurants
Our clients include Accor Hotels, OREA Hotels & Resorts, Art Nouveau Palace Hotel Prague, CPI Hotels, Hotel Hills Stará Lesná, Hotel Horizont Stará Lesná, Rolex, Patek Philippe, Plzeňský Prazdroj, GAP, Under Armour, GEOX, Celio, Orsay, NILA, KARA, Pietro Filipi, Harfa Sport, Fashion Arena Prague Outlet, Luxor, Euromedia, SIKO, CineStar, Bageterie Boulevard, KM Pizza, Mistral Café, OXO Bubble Tea, AutoESA, Koutný Prostějov, Form Factory, Zahradnické centrum, První Chodská and Carollinum.
Who we are
Frequently asked questions
What is mystery shopping?
Mystery shopping is a research method in which a trained evaluator (a mystery shopper) visits, calls or writes to a business as an ordinary customer and records, following a prepared scenario, how they were served. It produces objective data on service quality, compliance with standards and staff sales skills.
How much does mystery shopping cost?
The price depends on the contact type (visit, mystery call, e-mail), scenario length, location and number of sites. A mystery call is the cheapest option, a hotel audit with an overnight stay the most expensive. We send a quote within two working days of the first call, and new clients can start with a pilot at one location.
Where do I see the results?
In our online system. Every visit or call is checked first and then uploaded, including photos, recordings and GPS data. Results are added continuously, and a summary report with a SWOT analysis follows at the end of each wave.
What is transparent mystery shopping?
Staff know mystery shopping is taking place and what they are assessed on, just not when. We share the results with them and use them for training, not punishment, so teams improve faster and don't see mystery shopping as a hunt for mistakes.
Can I see mystery shopping and real customer feedback in one system?
Yes. QR customer surveys store customer answers in the same online system as mystery shopping. You see side by side how a trained shopper rates a location and how your customers experience it, including their emotions.
Which industries do you work in?
Hotels, retail and fashion, luxury goods, restaurants and fast food, cinemas, car dealerships, fitness, home and building retail and call centres. We work across the Czech Republic and Slovakia, with shoppers who speak English, German and other languages.
Start with one location
A pilot mystery shows you where you are losing customers. If you continue, we deduct its price.