Mystery Diner

• Document No.

• Mystery Diner

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Greeting

• Were you greeted immediately when you entered the restaurant? (If there were no other guests in front of you)

  Off

  On

• If there was a queue or wait for your table were you informed of wait time and given menus to browse?

  Off

  On

• Did you feel welcomed to the restaurant?

  Off

  On

• What was the general feel of the restaurant when you entered?

• On a scale of 1 - 10 how busy was the restaurant?

• Were you seated at an appropriate table for your group?

  Off

  On

• Drinks should be offered within 3 minutes of being seated.
  Do not order water. Wait for your server to offer it to you.
  Drinks should be delivered within 4 minutes. If you ordered fresh juice these should be delivered within 6 minutes.
  When food order is offered, ask some questions about the menu. Only order 2 mains. Your server should offer you sides and recommend 1 or 2.
  Food should be delivered within 15 minutes.
  If your food is late or you are missing something a server should be aware and inform you if wait time WITHIN 15 MINUTES OF ORDERING.
  After your mains plates are cleared you should be immediately offered dessert and coffee. No wait.

Drinks

• When you were seated how long before you were offered drinks?

• Were you offered tap or sparkling water?

  Off

  On

• From ordering drinks how long did they take to arrive at your table?

Mains

• What question did you ask about the menu?

• What was the answer?

• What was your second question about the menu?

• What was the answer?

• Were you offered side dishes? And did your waiter suggest a particular recommendation?

• Were the numbers of your food written on the placemat by your server?

  Off

  On

• What time did you order mains?

  Date

• At what time did your first dish arrive?

  Date

• What time did your last dish arrive?

  Date

• If any dish took longer than 15 minutes did your server make you aware of the delay?

  Off

  On

• Did your server check back on you after you received your last dish?

  Off

  On

• If comments were made at check back, what did your server do in response?

• Were your empty plates cleared at appropriate times during dinner?

  Off

  On

Desserts and coffee

• When your last empty plates were cleared were you immediately offered dessert and coffee?

  Off

  On

• Did your server make you aware of any dessert specials?

  Off

  On

• If you had dessert, were you given a final offer when your plates were cleared?

  Off

  On

• Did your server inform you they would bring your bill to the table?

  Off

  On

Departure

• Were you given the correct bill?

  Off

  On

• When you left how did the cashier bid you farewell?

• Did any other staff members say goodbye?

  Off

  On

• Were your drinks cold (if they were cold drinks)?

  Off

  On

• Was your glassware clean?

  Off

  On

• What dishes did you order and were they what you expected from reading the menu?

• Were your meals presentable?

• How was the flavour and texture of your food?

• Was the food at an appropriate temperature?

  Off

  On

• If you ordered dessert, what did you have, was it presentable, and how long did it take?

• How was the cleanliness of the restaurant, first impressions?

• Were the toilet floors dry, soap in dispensers, hand towels available, toilet bowls clean?

• If there were any issues check back after half an hour to see if it has been rectified

• Were tables cleared, wiped and re-set immediately?

• Any other general comments about cleanliness?

• What did your main server look like? (Sex, t-shirt colour, ethnicity)

• Did you have interaction with any other staff?

• Could you immediately identify the manager (in black t-shirt), and were they interacting with customers and staff?

• How did you feel the service you received was?

• Would you return to wagamama based on your dining experience?

  Off

  On

• Why? Why not?

• Any other comments?