Take Away Mystery Shopper - Bents Garden Centre

• Conducted on

  Date

• Prepared by

• Location
  Address

• 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

• Please read the questionnaire before the visit so you are aware of the questions that you need to answer

• Please fill in the questionnaire as soon as you can after the visit while the information is fresh in your mind

• Return the questionnaire along with a copy of the receipt within 2 days of the date of the visit

  Media

• When you enter the shop please pay attention to the shelves, are they neat and tidy and fully stocked or are there gaps. Pay attention to how busy it is with staff and other customers

Retail Area

• Were all the shelves fully stocked?

  lots of the shelves were half empty

  quite a few gaps

  only a couple of small areas that looked low on stock

  Fully stocked

• Did the stock look neat and tidy, facing forward and clean?

  Yes

  No

  N/A

• Were they clearly labelled and could you see the price easily?

  Yes

  No

  N/A

• Was it easy to navigate around the shop and find things you wanted?

  Yes

  No

  N/A

• Any comments

Products:

• Was there anything on offer or advertised on the barrels at the end of the shelves?

  Yes

  No

  N/A

• If so what was it? Was it clearly signed?

  Yes

  No

  N/A

• Was there anything open to taste?

  Yes

  No

  N/A

• If so was it clear that it was open and available to sample?

  Yes

  No

  N/A

• Could you see any staff when you entered the shop?

  Yes

  No

  N/A

• What were they doing? Stocking shelves/in the office/cleaning/serving/chatting

  serving customers

  stocking the shelves

  chatting to each other

  other

• Did anyone make contact with you, smile or acknowledge you?

  Yes

  No

  N/A

• As Bents is a slightly different set up to a usual shop we do not expect staff to approach everyone asap to offer help but please browse the shelves and then look around and try to get someone’s attention. If no one come over please find a Reserve staff member

• How long were you browsing the shelves before a member of staff approached you? Under 30 seconds/30 seconds-1 minute/1-3 minutes/no one approached me

  under 30 seconds

  30-60 seconds

  1-3 minutes

  no one approached me

• Were the staff smiling and engaging?

  Yes

  No

  N/A

• Did they ask you your budget?

  Yes

  No

  N/A

• Did they ask what style of wine you wanted? Red, white, heavy, light and crisp etc?

  Yes

  No

  N/A

• Did they ask what food you were cooking?

  Yes

  No

  N/A

• What did they recommend to you?

• Did they seem knowledgeable about the wines?

  Extremely knowledgeable

  Quite knowledgeable

  Seemed to know enough

  Not very knowledgeable at all

• Were they polite and chatty?

  Yes

  No

  N/A

• Were they wearing Reserve uniform (Burgundy Reserve T-Shirt)?

  Yes

  No

  N/A

• Did you get their name?

  Yes

  No

  N/A

• If no name please describe the member of staff using height, gender and hair colour

• Any comments on the service?

At the till:

• Did the till area look tidy and free from clutter?

  Yes

  No

  N/A

• When you paid at the till was it a quick and easy transaction?

  Yes

  No

  N/A

• At the till, did they ask your name?

  Yes

  No

  N/A

• Did they ask to take your details to add you to the mailing list?

  Yes

  No

  N/A

• Did they leave you with a parting thought/a product you might want to consider at your next visit?

  Yes

  No

  N/A

• Did they mention any tasting events they have coming up?

  Yes

  No

  N/A

• If no, please ask if they ever do tastings or events and comment on what their response was

  Yes

  No

  N/A

• Did they offer to wrap your purchase in paper?

  Yes

  No

  N/A

• Did they thank you for your purchase?

  Yes

  No

  N/A

• Did they say goodbye and wish you a good day? Please comment what was said:

  Yes

  No

  N/A

• Please add any comments here about the overall experience, anything that would have made the experience better and if you enjoyed the wine you purchased

• 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