Mystery Guest Assessment
‘Unlocking the Secrets to Safety’
Background
The Royal Life Saving Mystery Guest Program provides aquatic facilities with confidential assessments by trained evaluators to enhance operational standards and ensure optimal safety and service quality.
The Royal Life Saving Mystery Guest Program was developed in response to a specific recommendation from the NSW Coroner’s Drowning Inquest following a tragic Public Pool Drowning Death on March 20, 2016.
The inquest examined the circumstances surrounding the drowning and identified critical areas where improvements in safety protocols and facility management could potentially prevent similar incidents in the future.
The NSW Coroner concluded that implementing a robust and anonymous evaluation system could significantly enhance the safety and operational standards of aquatic facilities.
500+
Assessments Conducted
12
Months of the Year
130
Years of Service
Service Overview
The Royal Life Saving Mystery Guest Program is a strategic initiative designed to enhance the quality and safety of aquatic facilities through anonymous, comprehensive evaluations. By deploying trained mystery guests to assess various aspects of facility operations, the program provides valuable insights that help operators improve service delivery, safety standards, and overall user experience.
The program aims to identify hidden issues, promote best practices, and ultimately prevent future drowning incidents by ensuring that aquatic facilities maintain the highest standards of safety and service.
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Benefits of the Service
The Royal Life Saving Mystery Guest Program offers several benefits for aquatic facilities, including:
Unbiased Assessment: Provides an objective, third-party evaluation of customer service, safety standards, and facility cleanliness.
Enhanced Customer Experience: Helps facilities understand the customer journey from entry to exit, highlighting opportunities to enhance the overall experience.
Benchmarking and Best Practices: Allows facilities to benchmark their performance against industry standards and adopt best practices from leading facilities.
Actionable Feedback: Delivers detailed reports with actionable feedback, helping management implement targeted improvements and staff development.
How does it work?
Planning
We work with the Aquatic Facility to understand its specific needs
Assessment
Our highly qualified and experienced team conduct the Assessment
Evaluation
Performance is evaluated against regulation, standards and best practice
Reporting
A comprehensive report if provided with findings and recommendations
Some of our recent clients
Liverpool Council
Belgravia Leisure
Parramatta City Council
Cantebury Bankstown Council
Penrith City Council
