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 read the questionnaire before the visit so you are aware of the questions that you need to answer
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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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Before entering the shop:
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Do the blackboards all look neat and tidy?
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Are all the blackboards up to date with relevant information on?
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Is it clear that it is a shop that customers can come inside and browse?
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Can you see what staff are up to from outside the shop?
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If so what are they doing?
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Please approach the bar (on the outside) and say you are looking for a bottle of wine to take away. Staff members should offer for you to come inside and look at the range. If they do not offer please ask if it is possible to go in
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Was there a queue?
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If so how long did it take to get to the bar?
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Did the server smile and look welcoming?
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Could you describe the server using gender, height, hair colour and length?
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Were you advised you could enter the shop to look at the wines? What did they say?
Inside the shop
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How many staff were in the shop?
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Were they all wearing the Reserve T-shirts?
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Does the shop look clean and tidy?
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Were the shelves fully stocked?
- Extremely well stocked with no gaps
- Quite well stocked, a couple of small gaps
- Quite a few gaps
- Lots of big gaps and did not look great
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Did someone chat to you as soon as you entered?
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Were they polite and engaging?
- Extremely polite and engaging
- Quite polite and engaging
- Not particularly polite or engaging
- Quite rude
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Did they ask you if you wanted some help with choosing a wine?
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Did they ask if you had a budget?
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Please say you are looking for a gift for a friend
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Did they ask you if you had an idea of what wine they like? Any particular style/country/grape variety etc?
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What did they recommend?
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Did they come across as knowledgeable about the wines?
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Were they enthusiastic about the wine? Did they mention they had tried it themselves or anything like that?
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Did they offer you anything to sample? If so what was it?
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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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After choosing a wine please enquire as to why there are two different prices on the tag. (One is a take away price and one is drink in because of corkage but we would like to know how staff are explaining this to customers) You could ask ‘Why is it more expensive to drink it in?’ or such. Please note their response below
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Payment
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Was payment taken quickly and efficiently?
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Did they offer to wrap it?
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Did they mention that they have gift cards, bottle bags or other items that would go along with your bottle?
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Did they thank you for your purchase?
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Did they ask you if you would like to join the mailing list?
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Did they mention Keg wine at all?
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Did they leave you with a parting thought such as ‘ I hope your friend really enjoys the wine’?
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Did they wish you a nice day or say a genuine goodbye?
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Please comment below any other thoughts you have from the experience today. Was there anything that could have improved the experience etc? Did anyone provide outstanding customer service, if so, how?
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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
