Trail - The Stable Customer Experience (mystery diner)

• Customer Service Report

• Restaurant

• Conducted on

  Date

• Prepared by

First impressions

• Please rate the following using the relevant scales

• The cleanliness of the entrance area & windows

  Top Notch

  good

  not good

  try a lot harder

• The cleanliness of the interior

  Top Notch

  good

  not good

  try a lot harder

• Was the music audible & suitable for the time of day

  Top Notch

  good

  not good

  try a lot harder

• We're all the lights working

  Top Notch

  good

  not good

  try a lot harder

• Did the lighting set an appropriate mood for the time of day

  Top Notch

  good

  not good

  try a lot harder

• If possible take photo's of the entrance area especially any areas where the standards were not top notch

  Media

• THE GREETING

• If there was no queue, were you greeted with a smile within 30 seconds

  Top Notch

  good

  not good

  try a lot harder

• How would you describe the greeting that you experienced

  Top Notch

  good

  not good

  try a lot harder

• Were you clearly informed of the ordering service by the Stablehand

  Top Notch

  good

  not good

  try a lot harder

• Please comment further on the greeting that you experienced The Stable. If you have given any negative answers please explain:

• Upon entry what 3 words would you use to describe The Stable

• Please assess the following

• The ambience / atmosphere of The Stable

  Top Notch

  good

  not good

  try a lot harder

• Clarity of the drinks/menu board

  Top Notch

  good

  not good

  try a lot harder

• The general signage & information directing the customer

  Top Notch

  good

  not good

  try a lot harder

• Please assess the cleanliness & maintenance of the following areas

• The seating around your table

  Top Notch

  good

  not good

  try a lot harder

• The floor around your table

  Top Notch

  good

  not good

  try a lot harder

• Table surfaces

  Top Notch

  good

  not good

  try a lot harder

• Did The Stable have:

• Food menus available

  yes

  no

• Please select the condiments available at table or nearby service station

  Select salt pepper chilli oil none of the above

  • salt
  • pepper
  • chilli oil
  • none of the above

• Did you ask for colouring in sheets for children and if yes were they available

  Select yes no n/a

  • yes
  • no
  • n/a

• Plenty of drinks (cider) menus available

  yes

  no

Please rate the following

• The tidiness of the bar and back bar

  Top Notch

  good

  not good

  try a lot harder

• How many people were queuing at the bar in front of you

  none

  1

  2-4

  5+

  loads

• Were you acknowledged at the bar in some way (within 20 seconds) even if there was a queue

  yes

  no

• Did you find the staff welcoming and engaging

  yes

  no

With respect to your food

• Were you informed of any delay on food

  yes and it was acceptable

  yes and it was NOT acceptable

  no delay

  not informed and it was too long

• How long was the wait on food

  n/a

  20+ minutes

  30+ minutes

  40+ minutes

• Were staff knowledgable on the food menu

  yes

  no

• Please comment on the conversation around food

• Were there any food items suggested / unsold to you at the bar or table eg garlic bread,side salad

  yes

  no

• Please comment on the conversation around upselling

• When at the bar were there any recommendations and sampling of cider offered and were the staff knowledgable in their recommendations

  yes

  no

• Please comment on the conversation around cider upselling

• Was there enough clean cutlery, chilli oil, salt and Pepper on the table

  yes

  no

Please rate the following

• The efficiency of the transaction

  Top Notch

  good

  not good

  try a lot harder

• Was your bill correct and were you thanked upon payment

  yes

  no

• Please comment on your ordering experience and expectations

• Please state the time it took your food order to reach you

  n/a

  20+ minutes

  30+ minutes

  40+ minutes

• Did the staff engage with you in a warm polite manner when they brought your meals ("can I get you anything else ?")

  yes

  no

Please rate the following

• Service/efficiency of staff who served your food

  Top Notch

  good

  not good

  try a lot harder

• Did staff check back to make sure all was okay when you were at least a quarter of the way through your meal

  yes

  no

• Was your table cleared within 10 minutes after finishing your meal

  yes

  no

• Were you asked how your meal was while staff were clearing plates

  yes

  no

• After your meal were you offered the dessert menu

  yes

  no

• Please let us know all the food and drink you and your party had during your visit

• Was your food order correct

  yes

  no

• Was your meal presented well

  Top Notch

  good

  not good

  try a lot harder

• Was your meal well seasoned and flavoursome

  Top Notch

  good

  not good

  try a lot harder

Please rate the the following

• The taste of your drink

  Top Notch

  good

  not good

  try a lot harder

• The temperature of your food order

  Top Notch

  good

  not good

  try a lot harder

• The taste of your food order

  Top Notch

  good

  not good

  try a lot harder

• Was your pizza cutter and cutlery clean

  yes

  no

• Were empty glasses and bottles cleared promptly

  yes

  no

• On a scale of 1-10 how would you rate our thin,crispy, rustic pizza that you had (1 being poor)

• If you didn't score 10/10 what did it need to make it excellent

• On a scale of 1-10 how would you rate our selection of cider (1 being poor)

• If you didn't score 10/10 what did it need to make it excellent

• Please add photographs of your food

  Media

• Please comment in detail on your food and drink, explaining your answers fully.

• Please rate the cleanliness of the main toilet area (sink space,entrance , mirrors)

  Select perfectly clean clean and tidy only just ok need attention

  • perfectly clean
  • clean and tidy
  • only just ok
  • need attention

• Please rate the cleanliness of the toilet cubical (toilet,floor,etc)

  Select perfectly clean clean and tidy only just ok need attention

  • perfectly clean
  • clean and tidy
  • only just ok
  • need attention

Select from the below elements of the toilet(s) that you would consider clean and satisfactory (leave blank if unsatisfactory )

• Toilets

• Sink

• Floor

• Aroma

• Door

• Walls

• Mirror

• None of the Above

• Did the toilets look well kept

  Select yes no n/a

  • yes
  • no
  • n/a

• Was there soap available

  Select yes no n/a

  • yes
  • no
  • n/a

• Was there toilet roll available

  Select yes no n/a

  • yes
  • no
  • n/a

• Please comment further on the the toilets, explaining the answers you have given

Having had your experience :

• What three words would you use to describe The Stable

• I was happy with the service I received through my visit:

  Select Absolutely good not great ok poor

  • Absolutely
  • good not great
  • ok
  • poor

• I would return here

  Select absolutely probably maybe not definitely not

  • absolutely
  • probably
  • maybe not
  • definitely not

• On a scale of 1-10 ( 1 being not likely, 10 being extremely likely) how likely would you be to recommend The Stable to friends / family / colleagues

In general, based on your experience of The Stable, please rate the following:

• Service

• Food and drink

• Environment

• Any random points/general/subjective comments

• What aspect of your visit did you like the least

• What aspect of your visit did you like the most

• Any improvements or recommendations you can suggest

• What were your preconceptions of The Stable

• Was it what you expected ? Please explain

• Have you heard of us before and how

• Do you follow us on any social media, if so which one

What next?

• What areas of focus do the team need to work on, what is the plan of action for these (Training session? Deep clean? etc)

• To be completed by

  Date

• Site

  Select Bath Birmingham Bournemouth Bridport Bristol Cardiff Cheltenham Exeter Falmouth Fistral Kew Bridge Plymouth Poole Southampton Weymouth Whitechapel Winchester

  • Bath
  • Birmingham
  • Bournemouth
  • Bridport
  • Bristol
  • Cardiff
  • Cheltenham
  • Exeter
  • Falmouth
  • Fistral
  • Kew Bridge
  • Plymouth
  • Poole
  • Southampton
  • Weymouth
  • Whitechapel
  • Winchester