Mystery Guest

Title Page

ARRIVAL & WELCOME

Were you escorted your table at an appropriate pace?
Was the table appropriately set for the number of people in your party?
Were menus promptly handed to you and were you informed of the specials?
Were you offered or made aware of our Set Menu or Christmas Set Menu (Menu Festivo)?
Were all items available OR were you informed of unavailable items before you ordered?
Were you offered drinks promptly after being seated?
Did your server offer any food whilst you decided on your order such as bread or olives?
Were your drinks delivered within 3 minutes of ordering?
Which of the following best describes the pace of ordering your food?
Was your order repeated back to you?
Please rate the menu knowledge of your server.
Which of the following best describes how effective the team were at recommending items to you?

Was your food delivered within 7-10 minutes for each course?
When your food was delivered did your server check you had everything you needed before departing?
Was your table cleared promptly throughout your meal?
Were you provided with appropriate and sufficient cutlery throughout your meal before each course arrived?
Did you receive an open and timely check back during your main course?
Were you offered another drink if yours were low at any point?
Were you offered the dessert menu once your main course plates were cleared?
Were you offered coffee?

Which of the following best describes the process of paying for your experience?
Did you feel that the staff member made an attempt to engage with you during the payment process?
As you were leaving did a team member bid you a genuine farewell with a smile?

Please name/describe your main server.
Which of the following best describes the behaviour of the team members that you encountered throughout experience?
Please comment on the level of service you received.
If you had cause to make a complaint, did the team react in an apologetic and empathetic manner?
Did you see a manager engaging with customers, supporting the team and in control of service?
Were all team members including the manager well presented and wearing clean uniforms?

Which of the following best describes your view of the cleanliness and tidiness of the restaurant?
Were the toilets clean, tidy and fully stocked with toilet roll and soap?
How likely would you be to recommend Carluccio's to a friend, colleague or family member, based on this experience (1-10)?
Which of the following best describes the ambience in the restaurant?
What one thing would have improved your experience?
Did anyone exceed your expectations on this visit?