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Mystery Shopper - Restaurant


The purpose of this Mystery Shop evaluation is to establish the overall dining experience of a customer and to evaluate the sales process (up-selling etc). The templates can be used as a base and be customized with your questions, logo's, images etc.

Question 1.  
Enquiry Details:
Researcher's Name
Evaluation Date
Restaurant Branch Name
Waiter Name
Breakfast, Lunch or Dinner

 
Dining Environment
Question 2.  
Overall, how would you rate the cleanliness of the restaurant?
Selection
Excellent
Selection
Very Good
Selection
Good
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Average
Selection
Poor
Mystery Shopper's Comments

Question 3.  
How would you rate the appearance of the staff, i.e. did you find them to be well groomed?
Selection
Excellent
Selection
Very Good
Selection
Good
Selection
Average
Selection
Poor
Mystery Shopper's Comments

First Impressions
Question 4.  
Mandatory Question Were you acknowledged when you walked into the restaurant?
Selection I waited for a short while before I was acknowledged
Selection I waited for quite some time before I was acknowledged
Selection I was not acknowledged
Selection I was acknowledged by all Staff as I entered the restaurant
Selection I was acknowledged by all Staff who were not busy
Mystery Shopper's Comments

Question 5.  
Mandatory Question Did the waiter or waitress introduce him/herself to ensure that you knew their name?
Selection
Yes
Selection
No
Mystery Shopper's Comments

Question 6.  
Mandatory Question Was your FIRST impression of the waiter or waitress very positive? (Please choose one of the options which best describes your initial impression)
Selection
Bored
Selection
Dismissive
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Distracted
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Enthusiastic
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Friendly
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Professional
Mystery Shopper's Comments

Order Taking
Question 7.  
Mandatory Question Did the waiter or waitress suggest any specials or made suggestions on the menu?
Selection
No
Selection
Yes
Selection
N/A
Mystery Shopper's Comments

Question 8.  
Mandatory Question Overall, did you feel that the waiter or waitress took down your order in a good manner?

Selection
Definitely
Selection
To Some Degree
Selection
Definitely Not
Mystery Shopper's Comments

Upsell
Question 9.  
Mandatory Question Did the waiter or waitress give you more than 1 option to meet your needs (if applicable)?
Selection
Offered a number of options
Selection
Offered 1 option
Selection
Did not offer any services/products
Selection
N/A
Mystery Shopper's Comments

Question 10.  
Mandatory Question Did the waiter or waitress mention any additional extras?
Selection
Yes
Selection
No
Mystery Shopper's Comments