Mystery Shop - Customer Focus

• Site

• Conducted on

  Date

• Prepared by

• Areas Reviewed

Entrance

• Was the walk to the Centre clean and free from litter?

  Yes

  No

  N/A

• Did the Entrance to the Centre feel welcoming, clean and well-presented?

  Yes

  No

  N/A

• Was the information within the Reception area relevant and informative?

  Yes

  No

  N/A

• Whilst you were in the Reception area, were there many other customers in front of you waiting to be served?

  Yes

  No

  N/A

• How many staff were working on Reception?

  3

  2

  1

• When you were greeted by staff at Reception, did they look up at you, smile and make eye contact as you were served?

  Yes

  No

  N/A

• Did the Receptionist serving you call you by name once they had swiped your card?

  Yes

  No

  N/A

• Were the staff at Reception neatly dressed and displaying a name badge?

  Yes

  No

  N/A

• What was your first impression of the Reception and greeting?

  Great

  Okay

  Bad

Buzz Zone (if applicable)

• Was the guidance information about the Buzz Zone clearly displayed and easy to understand?

  Yes

  No

  N/A

• Was the ramp leading down to the Buzz Zone clean and free from litter?

  Yes

  No

  N/A

• Were you and your family greeted and welcomed into the Buzz Zone?

  Yes

  No

  N/A

• Were the tables and chairs laid out spaciously to allow for prams, buggies or wheelchairs?

  Yes

  No

  N/A

• If you ordered a drink, were you greeted with a smile and eye contact from the member of staff serving you?

  Yes

  No

  N/A

• Yes

  No

  N/A