Mystery Shopper

792 Words Apr 8th, 2010 4 Pages
Situation: The observation was carried out at a Restaurant named Taste of India in Denver on March 28, Sunday at 7 p.m. The walk-ins were normal as there was no waiting line but around 80% tables were occupied. The customers constituted mostly of couples or families. To rate the entire experience, observations were made in the following categories:

|Reservation |Parking/Location |Service |Ambience |Food |Ticket Time |

Objective of the research: The objective of the research is to observe & rate the following:

• Performance, attitudes and behavior of customer-facing staff at various levels
• Required standards in and around the restaurant premises
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The management should ensure that the receptionist is polite, inviting & cordial.
• Menu could be expanded easily by adding options in each course. The presentation of food was ordinary & can be improved.
• The delivery timing could be improved by either by training staff or by hiring additional staff.
Appendix: Exhibit1: Questionnaire
|Restaurant Name: | |Date & Time: | |
|Location: | |Total Weightage: | |

|Ratings: |
|4 – Excellent 3 – Good 2 – Average 1 – Bad |
|Parameters: |
|Reservation…