Title Page
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Conducted on
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Prepared by
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Location
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Please visit the site and purchase a bottle of wine. We will reimburse you up to the value of £15 but if you would like to buy a more expensive bottle then you may do so at your own cost. Remember to ask for a till receipt
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Please fill in the questionnaire as soon as you can after the visit while the information is fresh in your mind
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Return the questionnaire along with a copy of the receipt within 2 days of the date of the visit
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Did the exterior meet the following criteria?
Exterior
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Was the outside free from Litter?
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A-Board in good condition and with relevant offers/information on?
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Windows clean and in good condition?
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Window display eye catching and fresh looking? Did anything catch your eye?
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Any comments
Interior:
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Was there music playing?
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Was it a nice volume?
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Did the shop look clean and well maintained?
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Were the shelves well stocked and looking tidy?
- Extremely well stocked and tidy, no gaps
- Well stocked and tidy, a couple of small gaps
- Some big gaps
- Lots of big gaps which did not look good, not very tidy
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Was there any promotion or offer that caught your eye?
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Could you see any staff when you entered the shop?
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What were they doing? Stocking shelves/in the office/cleaning/serving/chatting
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Did someone acknowledge you as you entered? Yes/no/they were busy with a customer
- yes
- They were busy with a customer
- There was no one on the shop floor as I entered
- I was seen but then ignored
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How long were you browsing the shelves before a member of staff approached you? Under 30 seconds/30 seconds-1 minute/1-3 minutes/no one approached me
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If no one comes over to offer any help after about 3 minutes please ask for some advice. Use a scenario such as I have a dinner party or friends coming over for tea and are looking for some wine. Please be quite vague to allow them to ask relevant questions
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Were the staff polite and engaging?
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Did they ask you your budget?
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Did they ask what style of wine you wanted? Red, white, heavy, light and crisp etc?
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Did they ask what food you were cooking?
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What did they recommend to you?
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Did they mention the Keg wine and offer you a taste?
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Were they wearing Reserve uniform (Burgundy Reserve T-Shirt)?
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Did you get their name?
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If no name please describe the member of staff using height, gender and hair colour
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Any comments on the service?
At the till
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Did the till area look tidy and free from clutter?
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When you paid at the till was it a quick and easy transaction?
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At the till, did they ask your name?
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Did they ask to take your details to open an account?
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Did they leave you with a parting thought/a product you might want to consider at your next visit?
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Did they mention any tasting events they have coming up?
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If no, please ask if they ever do tastings or events and comment on what their response was
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Did they mention any other services that they offer such as corporate or Christmas gifts?
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Did they offer to wrap your purchase in paper?
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Did they thank you for your purchase?
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Did they say goodbye and wish you a good day? Please comment what was said:
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Please add any comments here about the overall experience, anything that would have made the experience better and if you enjoyed the wine you purchased
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Thank you for carrying out the mystery shopper. Please return this survey along with a photograph of the receipt to within 2 days of visiting the site
