InSite
Our Mission is Achieving viability for Visitor Attractions.
InSite offers the opportunity to transform your visitor journey and optimise engagement and spend.
Before starting on any transformational journey, it's vital to understand as much as possible about the current situation.
A mystery visit traditionally offers valuable insights into the customer experience, employee performance, and areas for improvement, ultimately leading to better customer and team engagement and business outcomes.
InSite is our mystery visitor programme which takes this to another level: drawing on our vast expertise in managing successful customer and visitor experiences. It is based on the Visitor Journey Model which encapsulates how people actually experience the delivery of your destination’s value proposition.
We have developed this tool to provide organisations with the ability to work successfully, survive and develop as intended. We pride ourselves on identifying not just the right solution for you, but also how to get it implemented in your organisation, whatever the dynamics and challenges you face.
The Visitor Journey Model
This model illustrates the visitor experience concept and the key interactions that impact visitors’ emotions and engagement throughout the journey. It demonstrates the strategic approach we have applied to InSite, evaluating each section to identify solutions that maximise spend, drive engagement, and deliver strong commercial outcomes.
Your Visitor Experience
Your first InSite visit is designed to provide an independent, evidence-based review of your current visitor journey. This provides a baseline to build upon.
The assessment will identify operational strengths, visitor experience gaps, opportunities, and commercial enhancements, while also highlighting practical “quick wins” and longer-term strategic recommendations.
The findings will support your decision-makiers and influencers in aligning around a shared vision for future visitor experience improvements and operational development.
The assessment follows the Visitor Journey Model approach and utilises visitor experience assessment methodology, across three dimensions:
Spaces & Places: Evaluation of the physical visitor environment, including: orientation and wayfinding, accessibility and flow, presentation standards and guest comfort.
Empathy + Emotion: An assessment of how visitors feel throughout their experience, including welcome and first impressions, engagement and immersion, moments of delight or friction and perceived value.
Storytelling: A review of interpretive and narrative effectiveness including clarity and consistency, guided versus self-guided experience balance, narrative cohesion across attractions, connection to place and visitor understanding.
Results + Reporting
InSite delivers a fully customised mystery visitor programme tailored to your attraction, capturing detailed feedback through bespoke assessment templates aligned to your operational goals and visitor experience standards.
Using InSite’s proprietary scoring engine, feedback is transformed into clear, actionable insights that help identify strengths, uncover improvement opportunities, and track performance over time.
Following each mystery visit, you’ll receive an instant digital report with:
Overall performance scores and benchmarking insights
Automatically updated results as new visits are completed
Visitor profile and demographic context
Weather conditions and external factors at the time of visit
Detailed observations and experience highlights
Reports are available in both an interactive online dashboard and downloadable PDF format, making it easy to share results with colleagues, stakeholders, and operational teams.
Beyond reporting, we will work collaboratively with you to identify priority actions and immediate recommendations that support measurable improvements to the visitor experience.
Register your interest
InSite is designed to be a cost-effective solution, and can be delivered as a snapshot of your current situation, or an ongoing programme helping you to achieve sustained success. Input your details below and we’ll be in touch to dicuss your requirements.