Product Update: Introducing the New Secret Swimmer Application for Mystery Guests

A New Era for Mystery Guest Assessments

For many years, Mystery Guest assessments have provided aquatic facilities with valuable independent insights into the customer experience and operational performance of their centres

Today, we're excited to introduce the next evolution of this service – the new Secret Swimmer Application, a completely redesigned digital assessment platform that delivers faster, richer and more actionable insights than ever before.

More Than a Mystery Guest

Secret Swimmer builds on the strengths of traditional mystery guest programs while introducing a modern, data-driven approach that focuses on the three areas that matter most to aquatic facilities:

1. Aquatic Supervision

   Assessing lifeguard visibility, positioning, scanning techniques, supervision practices and the overall effectiveness of aquatic risk management.

   
   

2. Customer Experience

   Evaluating the customer journey from arrival through to departure, including staff interactions, information provision and the overall visitor experience.

   
   

3. Facility Presentation

   Reviewing the cleanliness, presentation and condition of the facility, ensuring environments remain safe, welcoming and professionally maintained.

What's New?

Fully Digital Assessments

Assessments are now completed entirely through a mobile application, allowing observations and evidence to be captured in real time.

Instant Reporting

No more waiting weeks for reports. Assessment results are automatically uploaded into Assessment Manager and available through live dashboards immediately following the assessment.

Richer Insights

Facilities can now view:

• Overall scores and trends

• Module-by-module performance

• Areas of strength and opportunities for improvement

• Historical assessment comparisons

• Organisation-wide and industry benchmarking data

Better Evidence Collection

Photographs, notes and observations can now be linked directly to individual assessment questions, creating a more comprehensive and defensible record of findings.

Why It Matters

The best aquatic facilities never stop looking for ways to improve. Secret Swimmer provides an independent lens on what customers experience every day while also assessing some of the most critical safety and operational controls within a facility.

By combining independent observations, digital reporting and benchmarking, Secret Swimmer enables aquatic facilities to identify opportunities, celebrate success and continuously improve the safety and experience they provide to their communities.

The next generation of Mystery Guest assessments has arrived – smarter, faster and built specifically for the aquatic industry.