Product & Service Evaluation
Guest Journey Performance Review
In hospitality, every customer interaction — from first awareness to repeat visit — blends tangible product elements and intangible service experiences. Ensuring excellence at each stage is essential for maintaining competitiveness, building loyalty, and exceeding guest expectations.
Our Product & Service Evaluation process identifies the key opportunities to strengthen your brand’s customer journey, elevate satisfaction, and improve conversion rates.
Our Evaluation Framework
1. Comprehensive Journey Review
We conduct a full assessment of your customer journey, from discovery to retention, identifying what works well and where improvement is needed. This holistic review ensures that every touchpoint contributes positively to the overall guest experience.
2. Mystery Shopper Insights
Our Mystery Shopper evaluations offer an unbiased perspective from the guest’s point of view. These detailed assessments uncover service gaps, operational blind spots, and performance inconsistencies that internal reviews often overlook.
3. Targeted Performance Interventions
Based on findings, we design targeted, actionable interventions to improve your “invitation to purchase” and overall conversion path — ensuring that operational excellence translates into measurable business outcomes.
Key Benefits
Enhanced Guest Experience
We refine every stage of the customer journey, creating consistency and excellence that build loyalty and drive repeat visits.Stronger Competitive Position
By aligning your product presentation, service delivery, and brand messaging, we help you stand out in a crowded market.Higher Conversion & Retention
Targeted improvements to your sales and service touchpoints increase booking conversions and customer lifetime value.
The Five Stages of the Guest Journey
Our evaluation explores five interconnected phases, ensuring that your business communicates value clearly and consistently — from first impression to lasting relationship.
1. Awareness
Visibility is the first victory. We ensure your products and services are discoverable, relevant, and attractive to your target audience. Clear brand alignment and consistent messaging across all channels increase reach and initial engagement.
2. Product & Consideration
Success starts with perception. Many businesses sell what they believe is best rather than what customers want to buy. We refine your product positioning, value proposition, and presentation to create an irresistible invitation to purchase — where price becomes only one part of the story.
3. Purchase
Conversion depends on clarity and confidence. We assess the booking process, terms, and offers — ensuring your pricing, conditions, and add-ons encourage purchase decisions and remove friction at the point of sale.
4. Retention
This is where promises meet performance. From service delivery to product quality, ambiance, and maintenance, we evaluate how your brand fulfills expectations — turning first-time guests into loyal advocates.
5. User-Generated Content (UGC)
Over 75% of travelers rely on peer feedback before booking. We help you design a UGC strategy that amplifies positive guest experiences, strengthens online reputation, and drives organic growth through authentic social proof.
Turning Evaluation Into Action
At Theagio OÜ, we believe that insight without implementation achieves little. Our evaluations lead directly to strategic actions — helping your business transform data and observations into measurable improvement in guest satisfaction, brand equity, and financial performance.