Orphee

Orphée is a pioneering French agency in mystery shopping and client experience benchmarking, operating since 1983. With a panel of over 20'000 trained mystery shoppers, it audits service quality across hospitality, retail, automotive, banking and more. Orphée collects objective feedback via in‑person visits, SMS surveys (ShopperLink®), NPS surveys and quality audits, then delivers actionable insights to help brands strengthen guest satisfaction, staff performance, and customer loyalty.

• Mystery Visits & Customer Audits: Scenario-based undercover visits focusing on hospitality service, cleanliness, staff behavior, and brand standards
• ShopperLink® SMS Feedback: Rapid post-visit surveys via SMS to capture real-time guest sentiment and satisfaction metrics
• NPS & Qualitative Surveys: In-depth evaluations of customer loyalty and experience benchmarking across multiple sectors
• Digital and On-site Audits: Structured quality assessments for front office, F&B, events or retail interactions
• Robust Reporting & Analytics: Deliverables include performance dashboards, trend tracking, and staff training insights tailored to hospitality operations

Orphée excels in combining qualitative mystery visits with data-driven analytics, enabling hotel and hospitality operators to capture unbiased guest feedback and pinpoint operational gaps.

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