Coyle Hospitality Group is a global leader in mystery shopping, customer experience evaluations, hospitality consulting, operational benchmarking, and brand compliance programs. Since 1996, Coyle Hospitality has partnered with organizations around the world to help improve service quality, strengthen operational consistency, and elevate customer and guest experiences across high-touch industries.
From luxury hotels and resorts to restaurants, cruise lines, healthcare organizations, retail brands, and entertainment venues, Coyle Hospitality helps organizations understand how their brand is truly experienced in real-world interactions.
Operating in more than 130 countries worldwide, Coyle combines global reach with customized evaluation programs designed to provide actionable business intelligence and measurable operational improvement.
Explore our Mystery Shopping Services to learn more about how Coyle supports customer experience excellence worldwide.
Our Story
Founded in 1996, Coyle Hospitality Group was built around a simple but powerful idea: organizations cannot improve experiences they do not objectively measure.
What began as a hospitality-focused evaluation company has grown into a global customer experience and operational consulting firm serving some of the world’s most recognized brands across hospitality, healthcare, retail, entertainment, and luxury service industries.
Over the past three decades, Coyle Hospitality has facilitated more than 350,000 evaluations worldwide, helping organizations identify service gaps, improve guest satisfaction, reinforce brand standards, and strengthen operational performance.
Today, Coyle Hospitality continues to evolve alongside changing customer expectations, combining traditional hospitality expertise with modern evaluation tools, emotional audits, operational benchmarking, and customer experience consulting.
Global Reach. Local Insight.
Coyle Hospitality operates across markets worldwide through a global network of more than 100,000 professional evaluators, experienced travelers, local experts, and discerning consumers who represent true customer demographics.
Our evaluators provide organizations with objective insights into real customer experiences across diverse cultural and operational environments.
Coyle has conducted evaluations in major global markets including:
And even Antarctica! Yes, really!
Whether supporting luxury hospitality brands, restaurants, cruise lines, or healthcare organizations, Coyle delivers consistent evaluation standards across markets large and small.
What Coyle Hospitality Does
Coyle Hospitality helps organizations evaluate and improve customer experience through customized programs tailored to operational goals, brand standards, and industry expectations.
Our services include:
Mystery Shopping Services
Professional mystery shopping programs designed to evaluate customer interactions, operational execution, service standards, and guest satisfaction.
Explore Mystery Shopping Services.
Hotel & Resort Consulting
Luxury hospitality evaluations focused on guest experience, service consistency, operational standards, and emotional engagement across the full guest journey.
Learn more about Hotel & Resort Consulting.
Restaurant Consulting
Restaurant mystery shopping and operational evaluations focused on food and beverage service flow, hospitality standards, customer engagement, and brand consistency.
Explore Restaurant Consulting.
Cruise Mystery Shopping
Comprehensive evaluations of cruise guest experiences including accommodations, dining, entertainment, guest services, and luxury hospitality standards.
Discover Cruise Mystery Shopping.
Healthcare Mystery Shopping
Programs designed to improve patient experience, communication standards, and operational consistency within healthcare environments.
Learn more about Healthcare Mystery Shopping.
Cannabis Evaluations
Customer experience and compliance evaluations designed specifically for cannabis retail and dispensary environments.
Explore Cannabis Mystery Shopping Services.
Industries We Serve
Coyle Hospitality supports organizations across a wide range of high-touch service industries, including:
- Hotels & Resorts
- Restaurants & Food Service
- Cruise Lines
- Spas & Wellness
- Luxury Retail
- Healthcare & Medical Services
- Entertainment & Public Venues
- Real Estate & Residence Clubs
- Cannabis Retail
- Lifestyle Hospitality Brands
Our evaluation programs are designed to reflect the operational complexity and emotional expectations unique to each industry.
Why Organizations Choose Coyle Hospitality
Organizations choose Coyle Hospitality because we provide more than data. We provide insight into how customers truly experience a brand.
With Coyle, businesses gain:
- Customized customer experience programs
- Global operational support in 130+ countries
- Luxury hospitality expertise
- Competitive benchmarking and market analysis
- Emotional audits and guest experience evaluations
- Brand compliance and operational scoring
- Secure reporting and online deliverables
- Dedicated client support and consulting guidance
Our programs are designed to integrate seamlessly into existing operational, training, and development initiatives.
Measuring What Matters Most
At Coyle Hospitality, we believe the most important moments are often the ones organizations fail to measure.
How employees respond to challenges, communicate with guests, maintain consistency, and create emotional connection often defines long-term customer loyalty and brand reputation.
This philosophy has led Coyle to expand beyond traditional mystery shopping into areas such as:
- Emotional audits
- Service recovery evaluations
- Luxury service benchmarking
- Customer experience consulting
- Operational compliance assessments
A Global Partner for Customer Experience Excellence
For nearly three decades, Coyle Hospitality has helped organizations strengthen customer experience, improve operational performance, and maintain consistent service standards across locations and markets worldwide.
As customer expectations continue to evolve, Coyle remains focused on helping brands understand, evaluate, and improve the experiences that matter most.
Contact our team today to learn how Coyle Hospitality can support your organization through customized mystery shopping, hospitality consulting, and customer experience evaluation programs.
Frequently Asked Questions
Coyle Hospitality Group is a global mystery shopping and customer experience consulting company specializing in hospitality evaluations, operational benchmarking, and brand compliance programs.
Coyle serves hotels, resorts, restaurants, cruise lines, healthcare organizations, luxury retail brands, entertainment venues, cannabis retailers, and other high-touch service industries.
Coyle Hospitality was founded in 1996 and has facilitated more than 350,000 evaluations worldwide.
Coyle Hospitality operates in more than 130 countries worldwide through a network of over 100,000 professional evaluators.
Mystery shopping services involve trained evaluators assessing real customer interactions to measure service quality, operational consistency, and customer experience.
Yes. Coyle Hospitality provides hospitality consulting services focused on operational performance, guest satisfaction, luxury service standards, and customer experience improvement.
Coyle combines global reach, luxury hospitality expertise, customized evaluation programs, emotional audits, and operational consulting to deliver actionable customer experience insights.
