Title Page
Customer Journey Report
-
Conducted on Day and Time
-
Prepared by
- Andy B
- Andy H
- Kevin P
- Mark B
- 0Dan W
- Steve C
-
Type of weather Pick multiple response
- Day
- Night
- Dry
- Cold
- Sunny
- Raining
The Audit
EXTERIOR
-
Approach to site, is litter free
-
Are the tables clean outside
-
Are there any empty glasses or crockery outside
-
Is the entrance area outside free of litter
-
Are the A boards present, and displaying up to date information
INTERIOR
-
Music, correct type and levels (should be just audible above normal chatter)
-
Are the bar area tables,(if empty) free of empty glasses and plates
-
Is there a member of staff visible in the bar, bar area or the reception area.
-
Is there anyone waiting at the unmanned bar
-
Is there a Host or Mgr present whilst restaurant is open
AT THE TABLE
-
Was the host or Mgr available who greeted you with a welcoming comment?
-
Did you take long to be seated
-
Were you taken to your table
-
Was your table set up, Cutlery, Napkin, Glass, Salt and Pepper
-
Where you given the correct menu for the time of day
-
Was the menu clean
-
Did your server greet you pleasantly?
-
Were you given water and bread within 3 minutes of being sat down (bread only served in evenings Mon-Sat)
THE ORDER
-
Was your drinks order taken within 3 minutes of being seated?
-
Was your drinks order repeated back to you?
-
Did the waiter upsell drinks?
-
Did your drink order arrive within 4 minutes?
-
Was your drinks order correct?
-
Did your server ask how you would like your steak cooked?
-
If applicable were you offered a choice of sauces with your steak?
-
Did your server repeat the order back to you?
-
How long did you wait for your food order in minutes (from the time it was taken to arriving)?
-
Did your server upsell any food item, ie offer a starter?
-
When your food arrived was the order correct?
-
Where you asked "is their anything else I can get for you" or offered condiments?
-
Where you asked would you like more drinks?
-
Was your food hot?
-
Did your food look as expected?
-
Did your server return during your meal for a check back, did they ask "How was your meal" (should not be a yes or no question)
-
Where you offered the chance to replenish or order drinks?
Toilets
-
Where the toilets clean?
-
Where their adequate hand towels?
-
Where their enough toilet rolls?
-
Did the room have a nice smell?
-
Was the floor clean?
-
Was the bin overflowing?
-
Was the mirror clean?
-
Was hot water available?
-
Was hand soap available?
-
Which toilet did you use?
-
Toilets working?
Clearing
-
Did the server clear the tables after everyone had finished?
-
Did the server make small talk?
-
Did the server place menus, with the dessert section open on the table AFTER the plates were cleared?
-
Did the server return and ask about desserts? or was there an offer of sharing a dessert?
-
If dessert was declined were you offered Tea or Coffee or extra drinks?
The Bill
-
When you asked for the bill, where you given a paper copy in a bill folder?
-
When you paid, was your payment expedited correctly?
-
Where you given a pleasant parting comment when you left?
-
If the host was available as you walked by where you given a pleasant parting comment?
