Pajo's Fish & Chips Mystery Shopper Audit

  • Site conducted

  • Conducted on

  • Prepared by

  • Describe the weather at the time of your visit

  • Have you dined at Pajo's prior to your visit?

Arrival Experience

  • (Upon arrival) Please indicate whether the following statements are true:

  • I can easily locate the restaurant and order window

  • Did a team member or cashier greet you?

  • Ask how he/she could help you?

  • Direct you to where you needed to go?

  • Is the team member friendly?

  • Is the team member wearing a name badge and a Pajo's uniform?

  • Please indicate whether the following statements are true about your interaction with the resource staff member:

  • He/she gave me an overview of available menu when asked?

  • Cashier offered current seasonal menu?

  • Was there an upsell?

  • He/she followed up and asked if I had questions?

Rate the Team Member/s

  • Please rate the resource staff member on the following service attributes:

  • Attentiveness

  • Availability

  • Courteousness

  • Friendliness

  • Helpfulness

  • Level of knowledge

  • Professional appearance

  • Professional behavior

  • How well he/she made me feel comfortable?

  • How well he/she explained things in a clear manner?

  • How well he/she treated me with respect?

  • How well was the question was answered?

  • After spending time in the restaurant, upon ordering and receiving your order, please indicate how satisfied or dissatisfied you were with the following service aspects:

Ordering your food

  • Staff's knowledge about Pajo's menu

  • Please elaborate

  • Staff's knowledge about pricing

  • Please elaborate

  • Order was taken promptly

  • Please elaborate

  • How was the overall order taking experience?

  • Was the menu board easy to understand?

  • Please elaborate

  • What could be done better in your food ordering experience?

Receiving Your Food Order

  • What did you order? Please take a picture of your receipt

  • Please take a picture of your meal

  • Were you given a "How did we do and reheating instruction" survey flier?

  • Were you able to hear your order number clearly when called?

  • Were you able to ask for more condiments or help yourself to the condiments?

  • Please elaborate

  • What were your initial thoughts when receiving your order?

  • Please elaborate

  • Please elaborate

  • How long did it take to make your order from ordering to pick up?

  • What could be done better in your food receiving experience?

Eating Your Food Order

  • Are you aware or made aware of Pajo's bottomless fries and pop offer by the menu board or by interacting with our team members?

  • Were you given napkins, condiments, and necessary cutleries upon receiving your order?

  • What was lacking?

  • Was your order served on Pajo's custom holed tray?

  • How was your fish?

  • Please elaborate

  • Please elaborate

  • How was your chip (Fried potatoes)?

  • Please elaborate

  • Please elaborate

  • How was the rest of your meal?

  • Please elaborate

  • Please elaborate

Environment

  • Please rate the restaurant on the following:

  • Restaurant's cleanliness

  • Please elaborate

  • Welcoming environment - flowers, decorations, general feel of the team in and out of the premise

  • Please elaborate

  • How well the self-serve drink and condiment station are organized (Tidiness)

  • Please elaborate

  • Were there external factors that you noticed such as smoke, noise, wind, crowd, extreme weather, etc on your visit?

  • Please elaborate

Overall Impression

  • What was your overall impression of the restaurant?

  • What specifically was done well or impressed you? (Please list specific examples.)

  • What could be considered opportunities for improvement? (Please list specific examples.)

  • Do you have anything else you'd like to add, including any clarifications of previous responses?

Completion

  • Full Name and Signature of Respondent

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