Pajo's Fish & Chips Mystery Shopper Audit

• Site conducted

  Select

• Conducted on

  Date

• Prepared by

• Describe the weather at the time of your visit

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

  Yes

  No

Arrival Experience

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

• I can easily locate the restaurant and order window

  Yes

  No

• Please elaborate

• Did a team member or cashier greet you?

  Yes

  No

• Ask how he/she could help you?

  Yes

  No

• Direct you to where you needed to go?

  Yes

  No

• Is the team member friendly?

  Yes

  No

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

  Yes

  No

• 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?

  Yes

  No

• Cashier offered current seasonal menu?

  Yes

  No

• Was there an upsell?

  Yes

  No

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

  Yes

  No

Rate the Team Member/s

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

• Attentiveness

  Excellent

  Satisfied

  Not Satisfied

  N/A

• Please elaborate

• Availability

  Excellent

  Satisfied

  Not Satisfied

  N/A

• Please elaborate

• Courteousness

  Excellent

  Satisfied

  Not Satisfied

  N/A

• Please elaborate

• Friendliness

  Excellent

  Satisfied

  Not Satisfied

  N/A

• Please elaborate

• Helpfulness

  Excellent

  Satisfied

  Not Satisfied

  N/A

• Please elaborate

• Level of knowledge

  Excellent

  Satisfied

  Not Satisfied

  N/A

• Please elaborate

• Professional appearance

  Excellent

  Satisfied

  Not Satisfied

  N/A

• Please elaborate

• Professional behavior

  Excellent

  Satisfied

  Not Satisfied

  N/A

• Please elaborate

• How well he/she made me feel comfortable?

  Excellent

  Satisfied

  Not Satisfied

  N/A

• Please elaborate

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

  Excellent

  Satisfied

  Not Satisfied

  N/A

• Please elaborate

• How well he/she treated me with respect?

  Excellent

  Satisfied

  Not Satisfied

  N/A

• Please elaborate

• How well was the question was answered?

  Excellent

  Satisfied

  Not Satisfied

  N/A

• Please elaborate

• 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

  Excellent

  Satisfied

  Not Satisfied

  N/A

• Please elaborate

• Staff's knowledge about pricing

  Excellent

  Satisfied

  Not Satisfied

  N/A

• Please elaborate

• Order was taken promptly

  Excellent

  Satisfied

  Not Satisfied

  N/A

• Please elaborate

• Was the menu board easy to understand?

  Yes

  No

• Please elaborate

• How was the payment taking experience?

  Excellent

  Good

  Fair

  Poor

• Please elaborate

• Please elaborate

• How was the overall order taking experience?

  Excellent

  Satisfied

  Not Satisfied

  N/A

• Were you given your receipt with your order number clearly?

  Yes

  No

• 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

  Media

• Please take a picture of your meal

  Media

• At this point, were you given a "How did we do and reheating instruction" survey flier?

  Yes

  No

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

  Yes

  No

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

  Yes

  No

• Please elaborate

• What were your initial thoughts when receiving your order?

  Excellent

  Good

  Fair

  Poor

• 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?

  Yes

  No

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

  Yes

  No

• What was lacking?

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

  Yes

  No

• How was your fish?

  Excellent

  Good

  Fair

  Poor

• Please elaborate

• Please elaborate

• How was your chip (Fried potatoes)?

  Excellent

  Good

  Fair

  Poor

• Please elaborate

• Please elaborate

• How was the rest of your meal?

  Excellent

  Good

  Fair

  Poor

• Please elaborate

• Please elaborate

Environment

• Please rate the restaurant on the following:

• Restaurant's cleanliness

  Excellent

  Satisfied

  Not Satisfied

  N/A

• Please elaborate

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

  Excellent

  Satisfied

  Not Satisfied

  N/A

• Please elaborate

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

  Excellent

  Satisfied

  Not Satisfied

  N/A

• Please elaborate

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

  Yes

  No

• 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 Auditor

  Sign