000G1 Mystery Shop Report & SWOT

• Prepared by

• Location
  Address

• Date & Time of Visit

  Date

• Summary of Visit

• Food Spend?

• Drink Spend?

• Venue Strengths

• Venue Weaknesses

• Venue Opportunites

• Venue Threats

Arrival Outside The Venue

• What the front entrance clean and clear?

  Yes

  No

  N/A

• Was the building well illuminated?

  Yes

  No

  N/A

• Was the external seating area tidy? i.e ground swept, tables clean

  Yes

  No

  N/A

• Were ashtrays clean & empty?

  Yes

  No

  N/A

• Was there an external menu board?

  Yes

  No

  N/A

• Was the external menu board in good condition?

  Yes

  No

  N/A

• Was external POS relevant?

  Yes

  No

  N/A

• Any further comments on this section?

Greeting & Seating

• Were you greeted within 1 minute of entering?

  Yes

  No

  N/A

• How long did this take?

• If staff were busy serving when you arrived, did someone acknowledge you as soon as possible?

  Yes

  No

  N/A

• Were you made to feel welcome?

  Yes

  No

  N/A

• If there were no tables available were you put on a waiting list and encouraged to wait?

  Yes

  No

  N/A

• If you suffered any further delays in being seated were you kept informed?

  Yes

  No

  N/A

• Were you escorted to your table?

  Yes

  No

  N/A

• Were you given menus upon being seated?

  Yes

  No

  N/A

• Were the menus in good condition?

  Yes

  No

  N/A

• Do you feel you were seated at an appropriately sized and located table?

  Yes

  No

  N/A

• Was the table laid out appropriately for the meal ordered e.g. knife fork napkin side plate water glass etc? Please provide a picture<br>

  Yes

  No

  N/A

• Any further comments on this section?

Service

• When approaching your table for the first time, did your server greet you in a cheerful and courteous manner?

  Yes

  No

  N/A

• Were you explained clearly about the current food & beverage menus available?

  Yes

  No

  N/A

• If applicable were you offered a kids menu?

  Yes

  No

  N/A

• Did your server communicate the daily specials? ie soup of the day

  Yes

  No

  N/A

• Did your server communicate any promotions available for that day/time? Please provide a picture of any POS

  Yes

  No

  N/A

• Did your server communicate any items not available from the menu?

  Yes

  No

  N/A

• Were you offered still or sparking water?

  Yes

  No

  N/A

• Were you offered a pre-dining drink while you browsed the menu?

  Yes

  No

  N/A

• Was your drinks order taken within 3 minutes of being seated?

  Yes

  No

  N/A

• How long did this take?

• Were your drinks delivered within 5 minutes of ordering?

  Yes

  No

  N/A

• Did your server communicate there would be a delay?

  Yes

  No

  N/A

• How long did this take?

• Were your drinks delivered on a clean tray?

  Yes

  No

  N/A

• If you ordered a bottle of wine, was it opened in front of you?

  Yes

  No

  N/A

• If you ordered a bottle of wine, were you offered a taste prior to pouring?

  Yes

  No

  N/A

• Did your server take your food order after delivering your drinks?

  Yes

  No

  N/A

• Did the server display good product knowledge when asked a question about the menu and with any dietary requirements?

  Yes

  No

  N/A

• Did the server accommodate an usual request – sauce on the side, to serve the dish without a certain ingredient?<br>

  Yes

  No

  N/A

• Did the server up-sell the order? (starters, sides, wine etc)

  Yes

  No

  N/A

• Did your server relay your order back to you?

  Yes

  No

  N/A

• Was the server enthused bout the food that you had ordered?<br>

  Yes

  No

  N/A

• Did you order starters?

  Yes

  No

  N/A

• Did your starters arrive within 10 minutes of ordering?

  Yes

  No

  N/A

• Did your server communicate there would be a delay?

  Yes

  No

  N/A

• How long did it take?

• Were your plates cleared within 5 minutes of finishing?

  Yes

  No

  N/A

• How long did they take to clear?

• Did your server ask if you enjoyed your starters?

  Yes

  No

  N/A

• Did you server ask if you would like any other drinks?

  Yes

  No

  N/A

• Did your mains arrive within 10 mins of ordering/starters being cleared?

  Yes

  No

  N/A

• Did your server communicate there would be a delay?

  Yes

  No

  N/A

• Ho long did they take to arrive?

  Yes

  No

  N/A

• Where you offered any condiments /sauces to accompany the meal?<br>

  Yes

  No

  N/A

• Did you server ask if you would like any other drinks?

  Yes

  No

  N/A

• Did your server complete a sincerely timed check back?

  Yes

  No

  N/A

• At what point did the server check back?

• Were your plates, unused cutlery & empty glasses cleared within 5 minutes of finishing your main course?

  Yes

  No

  N/A

• Did your server crumb down/wipes the table once the dishes were removed?

  Yes

  No

  N/A

• Did your server provide/offer a dessert menu?

  Yes

  No

  N/A

• Did you order desserts?

  Yes

  No

  N/A

• Did your server offer you coffee or after dining drinks?

  Yes

  No

  N/A

• Did your desserts arrive within 10 minutes of being ordered?

  Yes

  No

  N/A

• Did your server communicate there would be a delay?

  Yes

  No

  N/A

• How long did they take to arrive?

• Were your plates cleared within 5 minutes of being finished?

  Yes

  No

  N/A

• How long did it take to clear?

• Did your server ask if you enjoyed your desserts?

  Yes

  No

  N/A

• Did your server offer you coffee or after dining drinks?

  Yes

  No

  N/A

• Did your coffees arrive 10 mins of ordering?

  Yes

  No

  N/A

• Did your server communicate there would be a delay?

  Yes

  No

  N/A

• How long did they take to arrive?

• If you requested anything throughout your meal, was it brought quickly?

  Yes

  No

  N/A

• Did your server deliver the bill within 10 minutes of requesting it?

  Yes

  No

  N/A

• How long did it take to arrive?

• Was a comment card provided with the Bill?<br>

  Yes

  No

  N/A

• Was your bill accurate?<br>

  Yes

  No

  N/A

• Was any change returned on a tip tray /in a card folder /etc ?<br>

  Yes

  No

  N/A

• Was the transaction finalised within 10 minutes of you putting down your payment method?

  Yes

  No

  N/A

• How long did this process take?

• Were you thanked by the member of staff who dealt with your payment?<br>

  Yes

  No

  N/A

• Did the staff member who dealt with your payment ,or any other member of staff encourage your return?<br>

  Yes

  No

  N/A

• On leaving the restaurant, if you passed by any members of staff did they acknowledge you /say goodbye?

  Yes

  No

  N/A

• Any further comments on this section?

Beverage

• What did you have to drink? Please provide a picture

• Were your drinks served in clean, cold, dry polished glasses?<br>

  Yes

  No

  N/A

• Were all of the wines available, clearly listed and priced?<br>

  Yes

  No

  N/A

• Did you think that the wines were adequately described? This could mean they are listed under flavor profiles<br>

  Yes

  No

  N/A

• Were you drinks served appropriately -e.g. with an ice bucket /correct style of glass?

  Yes

  No

  N/A

• Were you drinks presented appropriately e.g. ice/lemon garnish for drinks?<br>

  Yes

  No

  N/A

• Did your drinks meet with your expectations in terms of taste/quality?<br>

  Yes

  No

  N/A

• Were your drinks served at the correct temperature?<br>

  Yes

  No

  N/A

• Did you think that your drinks represented good value for money?<br>

  Yes

  No

  N/A

• Any further comments on this section?

Food

• What did you have to eat? Please provide pictures

• Were all the menu items clearly listed and adequately described?<br>

  Yes

  No

  N/A

• Was there a reference to the provenance of the food on the menu? ( i.e. where are the ingredients from etc /locally sourced, home made etc)<br>

  Yes

  No

  N/A

• How did you rate the presentation?<br>

  Excelent

  Good

  Fair

  Poor

  N/A

• How would you rate the taste?<br>

  Excelent

  Good

  Fair

  Poor

  N/A

• Did you feel your food represented good value for money?<br>

  Yes

  No

  N/A

• Any further comments on this section?

The Team

• Were all the staff courteous, cheerful, friendly and courteous?<br>

  Yes

  No

  N/A

• Did the staff keep themselves busy at all times during your visit?<br>

  Yes

  No

  N/A

• Were all members of staff of this restaurant projecting a professional image?<br>

  Yes

  No

  N/A

• Were all the staff able to communicate effectively with you?<br>

  Yes

  No

  N/A

• Was the manager/supervisor evident during your visit and actively involved with the operation?

  Yes

  No

  N/A

• Did the manager /supervisor interact with you or other customers?

  Yes

  No

  N/A

• Any further comments on this section?

Uniform and Grooming

• Was there a host?<br>

  Yes

  No

  N/A

• Was the Host smart in their appearance?<br>

  Yes

  No

  N/A

• Was the Hosts hair and or facial hair well kept?<br>

  Yes

  No

  N/A

• Were all of the restaurant staff smart in their appearances? ( shirts clean and tucked in appropriate shoes etc)<br>

  Yes

  No

  N/A

• Was your servers hair and or/facial hair well kept?<br>

  Yes

  No

  N/A

• Was the manager smartly dressed?<br>

  Yes

  No

  N/A

• Was the manager’s hair and or facial hair well kept?<br>

  Yes

  No

  N/A

• Were all of the kitchen staff wearing clean and tidy white uniforms?<br>

  Yes

  No

  N/A

• If applicable, was the kitchens staff’s hair and/or facial hair well kept?<br><br>

  Yes

  No

  N/A

• Please name or describe if it is not possible who greeted you?

• Please name or describe your main server?

• Please name or if that’s not possible describe the manager?

• Any further comments on this section?

Restaurant Appearance & Atmospherics

• Were all the lights working correctly? Please state any broken lights you can<br>

  Yes

  No

  N/A

• Were the lighting levels set correctly for the time of your visit?

  Yes

  No

  N/A

• Was the volume of music at an appropriate level for the time of your visit?<br>

  Yes

  No

  N/A

• Was the temperature of the venue appropriate at the time of your visit?

  Yes

  No

  N/A

• Was the venue free from clutter, tidy and presentable? Please provide pictures of any concerns

  Yes

  No

  N/A

• Were all of the tables being cleared and reset in a timely manor after guests departure?

  Yes

  No

  N/A

• Were the tables & chairs in good repair? Please provide pictures of any concerns

  Yes

  No

  N/A

• Were all of your crockery and cutlery clean and in good condition? Please provide pictures of any concerns<br>

  Yes

  No

  N/A

• Were the salt and pepper pots clean and adequately filled with salt and pepper? Please provide picture

  Yes

  No

  N/A

• Did all the customer information -including menus, wine lists, bar tariffs, menu boards, signage etc meet with your professional expectations?<br>

  Yes

  No

  N/A

• Was a statement in respect of food allergens information clearly displayed?

  Yes

  No

  N/A

• Did the kitchen Look clean and tidy ?

  Yes

  No

  N/A

• Were the toilets clean?

  Yes

  No

  N/A

• Were the toilets fully stocked with tiolet roll & hand soap?

  Yes

  No

  N/A

• Were all facilities in good repair?

  Yes

  No

  N/A

• Are toilet check sheets in place?

  Yes

  No

  N/A

• Any further comments on this section?

Lasting Impressions

• Did you enjoy your food?<br>

  Yes

  No

  N/A

• Did you enjoy your drinks?<br>

  Yes

  No

  N/A

• Did you think that all of the staff were friendly?<br>

  Yes

  No

  N/A

• How would you describe the overall atmosphere?

• How do you feel they could improve their service to the customers?

• Would you recomend this venue to friends & family?

  Yes

  No

  N/A

• How would you describe this venue to friends?