Coyle Hospitality Group
Coyle Hospitality Group is a New York-based, founder-owned provider of professional mystery shopping and customer experience evaluation services operating across 130+ countries, serving 600+ enterprise clients in hospitality, restaurants, cruise, healthcare, cannabis, and retail since 1996.
- Company typePrivate
- Founded1996
- HeadquartersNew York, United States
- Headcount11–50
- GTM typeB2B
- OfferingServices
What Coyle Hospitality Group does
Coyle Hospitality Group, founded in 1996 by Cornell Hotel School alumnus Jim Coyle and operated under the legal entity Hospitality Services, Inc., is a New York-based global provider of professional mystery shopping, customer experience evaluation, and hospitality consulting services. The company runs a customized program model in which trained independent evaluators assess real customer experiences against client-specific brand standards and deliver findings through secure online reporting, trend analysis, and benchmarking dashboards. Its product suite spans 14+ vertical-specific mystery shopping modules (Hotels & Resorts, Restaurants & Bars, Cruise Lines, Healthcare, Cannabis Dispensaries, Spas, Retail, Sales & Telesales, Property Management, Dealer Networks, Valet Parking, Curbside Pickup, New Home Sales, plus general industry programs) layered with add-on consulting, training, and brand compliance audit modules. The underlying technology stack is essentially a proprietary evaluation methodology, secure web-based reporting and analytics platform, and customized evaluation-criteria design, supported by a global evaluator network of 100,000+ professionals across 130+ countries.
Coyle operates a B2B professional services model with pay-as-you-go unit pricing ranging from $35 (basic sales/telephone shops) to $750 (premium emotional audits), supplemented by recurring compliance audit subscriptions and project-based consulting/training engagements. Revenue mechanics are anchored in enterprise hospitality and service-driven accounts — the disclosed client base of 600+ includes Hyatt, Marriott, Four Seasons, Ritz-Carlton, IHG, Mandarin Oriental, Shangri-La, Royal Caribbean, Celebrity, Azamara, Princess, P.F. Chang's, Nando's, Wolfgang Puck, MedMen, WeWork, D.R. Horton, WellNow, and Universal Studios. The company is privately held, founder-owned, and bootstrapped with no disclosed institutional funding, runs a sales-led direct enterprise GTM motion through its website, dedicated client portals, and contact forms, and currently maintains EU-U.S., UK Extension, and Swiss-U.S. Data Privacy Framework certifications to support cross-border data handling for European and Swiss clients.
Coyle Hospitality Group firmographics
Firmographics- Name
- Coyle Hospitality Group
- Legal name
- Hospitality Services, Inc. d/b/a Coyle Hospitality Group
- Website
- https://coylehospitality.com
- Company type
- Private
- Founded year
- 1996
- Operating status
- Operating
- Headcount range
- 11–50 employees
- Short description
- Coyle Hospitality Group is a New York-based, founder-owned provider of professional mystery shopping and customer experience evaluation services operating across 130+ countries, serving 600+ enterprise clients in hospitality, restaurants, cruise, healthcare, cannabis, and retail since 1996.
- Ownership category
- akta.pro rank
Where Coyle Hospitality Group is headquartered
LocationHeadquarters
- HQ city
- New York
- HQ country
- United States
- HQ region
- North America
Offices1 record
Markets served
Coyle Hospitality Group business model
Business model- GTM type
- B2B
- Offering type
- Services
- Cost components
- Personnel, Operations, Marketing or Sales, Technology or R&D, Others
Revenue model
- Professional Mystery Shopping Services: Coyle arranges professional mystery shoppers/evaluators to assess real customer experiences on behalf of clients. Clients pay per evaluation/audit based on service type and geographic coverage. Programs are customized per client with various evaluation types (compliance audits, guest experience evaluations, emotional audits, sales mystery shops, etc.).
- Hospitality Consulting Services: Strategic consulting engagements including customer journey mapping, internal branding and standards development, start-up and repositioning services, and operational assessments.
- Training Programs: Customized training programs for organizations including customer service training, leadership training, sales training, and operational training tools. Courses may be purchased by module or as complete packages, ranging from hours to multi-day engagements.
- Brand Compliance and Quality Assurance: Franchise compliance auditing, brand standard audits, quality assurance programs, and system-wide brand compliance solutions for multi-location organizations.
- Market Research: Surveys, focus groups, and research programs to gauge customer satisfaction and inform strategic decisions.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Unit Pricing | Pay-as-you-go | Brand Compliance Audits - Basic checklist-based compliance measurements covering physical items, cleanliness, and condition |
| Unit Pricing | Pay-as-you-go | Guest Experience Evaluations - Narrative-rich hotel evaluations merging brand compliance and emotional feedback |
| Unit Pricing | Pay-as-you-go | Emotional Audits - Focus on outcomes, emotional connections, loyalty and subjective feedback |
| Unit Pricing | Pay-as-you-go | Sales and Marketing Mystery Shops - Telephone and on-site sales activity assessments |
| Unit Pricing | Pay-as-you-go | Loyalty/Rewards Program Mystery Shops - Evaluations with focus on tier-level delivery of stated benefits |
| Unit Pricing | Pay-as-you-go | F&B Evaluations - Food, beverage and overall dining experience assessments |
| Unit Pricing | Pay-as-you-go | Site Inspections - Announced or unannounced inspections with checklist compliance measurements |
| Unit Pricing | Pay-as-you-go | Comprehensive Restaurant/Bar Mystery Shops - Narrative-rich restaurant and bar evaluation ('Coyle Classic') |
| Unit Pricing | Pay-as-you-go | Focused Evaluations - Compliance measurement for 20-30 key items when full mystery shop isn't needed |
| Unit Pricing | Pay-as-you-go | Cash Integrity Shops - For responsible operators managing cash handling |
Go-to-market motion1 record
Distribution channels2 records
Marketing channels7 records
Coyle Hospitality Group product offering
Product offeringCore offering
Coyle Hospitality Group arranges professional mystery shoppers and evaluators through its global network of 100,000+ trained evaluators in 130+ countries to assess real customer experiences on behalf of enterprise clients. Each client engages Coyle for customized evaluation programs that combine objective brand compliance audits with narrative-rich Emotional Audits ('Coyle Classic' hybrid reports), and receives secure online reporting, competitive benchmarking, and consulting recommendations to improve service consistency, guest satisfaction, and operational performance.
Product overview
Coyle Hospitality Group offers a comprehensive suite of mystery shopping and customer experience evaluation services organized as a platform-plus-modules architecture. The core offering consists of professional mystery shopping programs using trained evaluators to assess real customer experiences across multiple industries including hospitality, healthcare, retail, and emerging sectors. Industry-specific modules include Hotel & Resort Mystery Shopping, Restaurant & Bar Mystery Shopping, Cruise Mystery Shopping, Healthcare Mystery Shopping, Cannabis Dispensary Consulting, Spa Mystery Shopping, Retail Mystery Shopping, Sales & Telesales Mystery Shopping, Property Management Mystery Shopping, Dealer Network Mystery Shopping, Valet Parking Mystery Shopping, Curbside Pickup Mystery Shopping, and New Home Sales Mystery Shopping. Add-on modules complement the core offerings including Customized Training Programs, Hospitality Consulting Services, and Brand Compliance Audits. The company operates globally in 130+ countries with a network of over 100,000 professional evaluators, providing customized evaluation programs that combine operational insight with real-world customer experience evaluation.
Differentiator
Problem solved
Functional benefit
Products and services
- Mystery Shopping Services Professional mystery shopping programs that deploy trained evaluators to assess real customer experiences, measure service quality, and provide objective feedback on brand standards across multiple industries, with customized evaluation criteria and secure online reporting.
- Hotel & Resort Mystery Shopping Comprehensive mystery shopping evaluations for hotels and resorts covering the entire guest journey from reservations and check-in through housekeeping, amenities, dining, and departure experiences, with pricing starting at $395 per evaluation worldwide.
- Restaurant & Bar Mystery Shopping Mystery shopping programs for restaurants and bars evaluating operational flow, food and beverage service, staff interactions, hospitality standards, and overall guest satisfaction across locations, including the narrative-rich 'Coyle Classic' comprehensive audit starting at $75 per audit and Focused Evaluations (20-30 key compliance items) starting at $35 per audit.
- Cruise Mystery Shopping Multi-day mystery shopping evaluations for cruise operators — including ocean, river, and small-ship lines — assessing dining, entertainment, guest services, accommodations, and luxury hospitality standards aboard cruise vessels.
- Healthcare Mystery Shopping Mystery shopping services for healthcare organizations — including medical practices, urgent care facilities, hospitals, outpatient centers, and rehab facilities — to improve patient experiences, evaluate front desk interactions, and measure compliance with communication and service standards.
- Cannabis Dispensary Mystery Shopping Mystery shopping and compliance services for cannabis dispensaries and retailers, focusing on customer education, regulatory compliance, operational consistency, and service quality across dispensary environments in newly regulated markets.
- Spa Mystery Shopping Mystery shopping evaluations for day spas, destination spas, and wellness centers assessing guest interactions from appointment booking and check-in through treatment quality and post-visit service.
- Retail Mystery Shopping Mystery shopping programs for retail businesses evaluating sales performance, identifying opportunities to move customers toward buying decisions, and measuring customer engagement and brand compliance.
- Sales & Telesales Mystery Shopping Quality assurance and mystery shopping programs that evaluate sales, telesales, catering sales, and reservations processes across various industries, with telephone mystery shops starting at $35 per call.
- Property Management Mystery Shopping Mystery shopping services for property management companies evaluating tenant experience, property tours, sales performance, and brand compliance.
- Dealer Network Mystery Shopping Mystery shopping programs for manufacturers to evaluate dealer and distributor performance, product knowledge, brand compliance, and sales effectiveness at retail outlets.
- Valet Parking Mystery Shopping Mystery shopping evaluations for valet parking operations assessing staff hospitality, vehicle handling, speed of service, ticket accuracy, and cash handling integrity.
- Curbside Pickup Mystery Shopping Mystery shopping programs evaluating curbside pickup experiences including efficiency, safety, cleanliness, packaging, and customer service.
- New Home Sales Mystery Shopping Mystery shopping and sales evaluation services for homebuilders assessing sales performance, customer experience, and brand compliance in new home sales environments.
- General Industry Mystery Shopping Customized mystery shopping programs for industries beyond the specialized offerings listed above, providing quality assurance measurement for any business type.
- Customized Training Programs Customized training programs for organizations including customer service training, leadership training, interpersonal communication, strategic planning, and sales training, offered by module or as complete multi-day packages.
- Hospitality Consulting Services Consulting engagements including customer journey mapping, customer experience measurement, market research, startup and repositioning services, internal branding and standards development, and operational assessments.
- Brand Compliance Audits Global brand compliance auditing including franchise compliance, quality assurance audits, brand standard audits, and multi-location brand compliance evaluations for franchisors and multi-unit operators, with basic checklist-based audits starting at $250 per audit.
Quantifiable outcome
- Over 350,000 evaluations facilitated worldwide since founding in 1996
- +4 more outcomes
Companies that use Coyle Hospitality Group
Customer profileNamed customers37 records
Segments11 records
Ideal customer profiles4 records
Coyle Hospitality Group technology and API
TechnologyTechnology focussed No
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Feature5 records
Coyle Hospitality Group partnerships and signals
Strategic signalScale indicators7 records
Recent moves6 records
Expansion highlights6 records
Coyle Hospitality Group competitors and assessment
Company assessmentBroad incumbents
- Service Management Group (SMG): Larger CX measurement and customer experience management provider with a software-plus-services platform. Overlaps with Coyle's mystery shopping and brand compliance programs but offers a broader technology-enabled CX suite.
- Ipsos: Global market research and customer experience firm with mystery shopping, brand tracking, and CX consulting practices. Comparable service lines targeting enterprise hospitality and consumer brands, but at much larger scale.
- J.D. Power: Established CX quality measurement and consumer research firm serving automotive, financial services, and hospitality. Overlaps with Coyle in customer satisfaction benchmarking and quality measurement for multi-location enterprises.
- InMoment: Customer experience intelligence platform combining surveys, social, and operational data with mystery shopping capabilities (via MaritzCX acquisition). A broader incumbent competing for the same enterprise CX budgets.
Direct peers
- Second To None: Direct competitor in professional mystery shopping and customer experience measurement, offering similar evaluator-based programs across retail, hospitality, and restaurant verticals. Closely comparable in business model, delivery mechanism, and target customer base.
- BestMark: Mystery shopping and CX evaluation firm with a large independent evaluator network serving retail, restaurant, and hospitality clients. Highly comparable service portfolio and freelance-driven delivery model.
- IntelliShop: Mystery shopping company providing customer experience measurement and competitive intelligence for enterprise brands. Direct overlap in mystery shopping methodology, target verticals, and pricing structure.
- Reality Check Group: Mystery shopping and customer experience evaluation firm serving hospitality, retail, and restaurant brands globally. Closely aligned service portfolio, methodology, and target enterprise clients.
- Market Force Information: Customer experience and mystery shopping provider serving multi-location retail, restaurant, and hospitality brands. Comparable evaluator network model and enterprise-focused CX measurement offerings.
Emerging players
- AboutFace Corporate Research: Smaller mystery shopping and customer experience research firm focused on hospitality and retail verticals. Comparable service offering and methodology, with narrower geographic and client scale than Coyle.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat5 records
Key risks6 records
Key highlights7 records
Customer concentration
Coyle Hospitality Group social profiles
Digital presenceCoyle Hospitality Group compliance and trust
Trust signalCompliance3 records
Coyle Hospitality Group financial estimates
Financial estimateRevenue estimate
Valuation estimate
Coyle Hospitality Group leadership team
Management profileNumber of profiles
Profiles2 records
Coyle Hospitality Group funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Coyle Hospitality Group M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Coyle Hospitality Group
What does Coyle Hospitality Group do?
Coyle Hospitality Group arranges professional mystery shoppers and evaluators through its global network of 100,000+ trained evaluators in 130+ countries to assess real customer experiences on behalf of enterprise clients. Each client engages Coyle for customized evaluation programs that combine objective brand compliance audits with narrative-rich Emotional Audits ('Coyle Classic' hybrid reports), and receives secure online reporting, competitive benchmarking, and consulting recommendations to improve service consistency, guest satisfaction, and operational performance.
Is Coyle Hospitality Group a public or private company?
Coyle Hospitality Group is a private company. It is classified as founder individual operated bootstrapped and is currently operating.
When was Coyle Hospitality Group founded?
Coyle Hospitality Group was founded in 1996. It employs 11 to 50 people.
Where is Coyle Hospitality Group based?
Coyle Hospitality Group is headquartered in New York, United States, in the North America region.
How does Coyle Hospitality Group make money?
Five revenue lines are on record. Professional Mystery Shopping Services are the primary driver. The others are hospitality Consulting Services, training Programs, brand Compliance and Quality Assurance and market Research.
Who are Coyle Hospitality Group's main competitors?
Broad incumbents on record are Service Management Group (SMG), Ipsos, J.D. Power and InMoment. Direct peers are Second To None, BestMark, IntelliShop, Reality Check Group and Market Force Information. AboutFace Corporate Research is listed as an emerging player.
Does Coyle Hospitality Group have an API?
No public API is recorded for Coyle Hospitality Group.