Mystery -Service Excellence Report

• Client / Site

• Location
  Address

• Conducted on

  Date

• Prepared by

• Staff Name

General Questions

Performance by question

First impression

• Approach, ground and entrance area clean and litter free.

  Select 25% 50% 75% 100% 0%

  • 25%
  • 50%
  • 75%
  • 100%
  • 0%

• Signage, posters and advertising material well presented and up to date.

  Yes

  No

• Display cabinet(s) well presented and adequately stocked for the time of day.

  Yes

  No

Customer Service

• Received a friendly greeting / welcome.

  Yes

  No

• Final order read back to you.

  Yes

  No

• Thanked and served in a friendly manner.

  Yes

  No

  N/A

Selling Skills

• Offered anything extra than your original order i.e. bigger size drinks or additional side orders.

  yes!

  No!

Product knowledge skills

• Correctly answer your product knowledge question.

  25%

  50%

  75%

  100%

  0%

• Did staff asked about allergies before taking an order?

  Yes

  No

Delivery Time

• Time taken from placing order to receiving all ordered items.

  100%

  75%

  50%

  25%

  0%

FOOD AND DRINK QUALITIES.

• All food and drinks available to order.

  Yes

  No

  N/A

• Cup free from spillage and food well presented i.e. effort had gone into the presentation.

  Yes

  No

• Food and Drink served at the correct temperature.

  Yes

  No

• Food and drink presentation and sizes look like the advertisement.

  Yes

  No

• Attached is a picture of the purchased food and drink before eating or drinking any.

  Media

Team members

• All wearing clean and pressed branded uniforms.

  Yes

  No

• Engaged in work related tasks and behaving appropriately i.e. refrain from eating, drinking, chewing gum and using earbuds or mobile phones.

  Yes

  No

  N/A

SHOP FLOOR.

• Floor clean and litter free.

  Select 5 4 3 2 1 0

  • 5
  • 4
  • 3
  • 2
  • 1
  • 0

• Tables and seats clean and cleared within 3 minutes of customers leaving.

  Yes

  No

Company Value Score

• How ‘Friendly’ was the team member 0 being low (poor) and 5 being high (excellent). Smiling, Asking questions, Listening, Engaging in conversation.

  Excellent

  Satisfied

  Good

  Not Satisfied

  poor

• How ‘Professional’ was the team member 0 being low (poor) and 5 being high (excellent). Well presented, Respectful, Ambassador for the company.

  Excellent

  Satisfied

  Good

  Not Satisfied

  poor

• How ‘Knowledgeable’ was the team member 0 being low (poor) and 5 being high (excellent). Competent, Providing solutions, Understanding of subject and processes.

  Select 5 4 3 2 1 0

  • 5
  • 4
  • 3
  • 2
  • 1
  • 0

• How ‘Valued’ did the team member make you feel 0 being low (poor) and 5 being high (excellent). Appreciated custom, Exceeded expectations.

  Excellent

  Satisfied

  Good

  Not Satisfied

  poor

Overall Impression

• Based on today’s visit, on a scale of 0-10 where 0 is not at all likely and 10 is extremely likely, how likely would you recommend this store to family and friends.

  Select 10 9 8 7 6 5 4 3 2 1 0

  • 10
  • 9
  • 8
  • 7
  • 6
  • 5
  • 4
  • 3
  • 2
  • 1
  • 0

• What was the most POSITIVE part of your visit and why.

• What was the most NEGATIVE part of your visit and why.

• Name OR Describe any team member who delivered outstanding service (provide a brief explanation if not already mentioned in the above report).

Completion

• Full Name and Signature of person conducting Audit

  Sign