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Marketing Assignment on Online Retailer Mystery Shopping Survey

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Marketing Assignment on Online Retailer Mystery Shopping Survey

MYSTERY DINING SURVEY

 

Purpose of Survey

 

     The purpose of this survey is to obtain information on customer service, physical appearance and other attributes related to Dining at The Tunnel Gourmet Coffee and Smoothie Shop:  2200 Boca Chica Blvd., Suite 8, Brownsville:

 

Hours:  hours: Weekdays:  8:00 a.m. – 9:00 p.m. ( open til 11:00 p.m. on Th, Fri & Sat.)

                        Sundays:     9:00 a.m. – 8:00 p.m.

 

Instructions:

 

  1. Become familiar with this survey before conducting your mystery shop.
  2. Complete this survey after leaving and in private.
  3. All comments and observations must remain confidential.

 

Other:

 

        –     no alcoholic beverages (due to possible liability issues)

  • comments related to each question are expected and are very important
  • when making the mystery telephone call, ask a specific question such as

an inquiry regarding the coffees/teas sold

  • Submit any questions and completed surveys to _________ (name of the person that created and developed the survey).

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Mystery Diner Information

 

Your Name:__________________________________ 

 

  1. Your Appearance at the time of Dining: (check one)

 

_____ a) Informal Dress – shirt/blouse and jeans

_____ b) Casual Dress – dress pants and shirt/blouse

_____ c) Formal Dress – Jacket/skirt or suit

 

  1. Your Age:

 

_____ a) 18 to 24 years old

_____ b) 25 to 34 years old

_____ c) 35 to 44 years old

_____ d) 45 years or older

 

  1. Your Gender: _____ a) Female _____ b) Male

 

 

 

 

Information About the Dining Experience

 

  1. Date of Visit:______________________________________

    Day of Week: ____ Sun    _____ Mon   _____ Tues   _____ Wed  

                           ____ Thur   _____ Fri      _____ Sat    

 

  1. Time of Visit: _____ a) afternoon _____b) evening

 

  1. Number of customers in shop at the time of your visit:

 

     _____a) none     _____b) 1 to 5     _____c) 6 to 10     _____d) 11-15     _____e) 16+

 

  1. Did your waiter/waitress have on their name tags?

    

     _____a) Yes        _____b) no

 

     If yes, enter their name here: _________________________________________

 

 

 

 

 

 

 

  1. How long did it take for an employee to greet you after you entered the shop?

  

    _____a) less than one minute

    _____b) one to two minutes

    _____c) three to four minutes

    _____d) four to five minutes

    _____e) six to ten minutes

    _____f) ten minutes or more

 

               Comments:

                ___________________________________________________________

                ___________________________________________________________

 

  1. Based on the customer service you experienced, which of the following best describes

      your waiter/waitress.  Choose all that apply:

 

_____a) eager     _____b) helpful     _____c) positive     _____d) polite    

_____e) calm      _____f) smiling     _____g) friendly     _____h) not helpful

_____i) not friendly

 

          Comments:

          ___________________________________________________________

          ___________________________________________________________

 

  1. How well did the waiter/waitress demonstrate knowledge in response to your

questions?

 

_____a) very knowledgeable

_____b) knowledgeable

_____c) somewhat knowledgeable

_____d) not knowledgeable

 

          Comments:

          ____________________________________________________________

          ____________________________________________________________

 

  1. Did the waiter/waitress suggest menu items?

     

      _____a) Yes      _____a) No

             

                 Comments:

                 ____________________________________________________________

                 ____________________________________________________________

 

 

 

  1. Did the menu offer items that were especially attractive to you?

 

      _____a) Yes     _____b) No

 

      Comments:

 

      _____________________________________________________________________

      _____________________________________________________________________

 

  1. Rank your degree of satisfaction regarding the selection you made:

 

_____a) excellent

_____b) satisfactory

_____c) poor

 

Selection ordered:____________________________________________ 

 

Comments:

___________________________________________________________________

___________________________________________________________________

 

 

  1. Did your waiter/waitress offer you a drink punch card?

 

_____a) yes       _____b) no

 

(If yes: Did waiter/waitress inform you that the punch card is accepted at both   

            locations?

 

_____a) yes       _____b) no

 

      Comments:

 

      ___________________________________________________________________

 

      ___________________________________________________________________

 

  1. Did your waiter/waitress thank you for visiting the Shop?

 

_____a) yes       _____b) no

 

Comments:

 

___________________________________________________________________

___________________________________________________________________

 

  1. Based on the overall dining experience, list any examples of food service/hospitality

      excellence:

    

      ___________________________________________________________________

      ___________________________________________________________________

      ___________________________________________________________________

 

  1. Based on the overall dining experience, list any examples or areas for improvement:

 

      ___________________________________________________________________

      ___________________________________________________________________

      ___________________________________________________________________

      ___________________________________________________________________

      ___________________________________________________________________

 

 

Physical Appearance of Restaurant

 

  1. Is the exterior of the Restaurant attractive to you?

 

       _____a) yes       _____b) no

 

Comments:

 

___________________________________________________________________

___________________________________________________________________

 

 

  1. Is the interior of the Restaurant attractive to you?

 

       _____a) yes       _____b) no

 

Comments:

 

___________________________________________________________________

___________________________________________________________________

 

 

 

 

 

 

 

 

 

 

  1. Did the shop’s atmospherics provide you with an enjoyable dining experience?

 

                             Very enjoyable     Enjoyable         Not Enjoyable

      Lighting:        a)_____                 b)_____            c)_____

      Music:            a)_____                 b)_____            c)_____

      Odors:            a)_____                 b)_____            c)_____

 

      Comments:

 

       ___________________________________________________________________

       ___________________________________________________________________

       ___________________________________________________________________

 

  1. Were the restrooms clean?

 

_____a) Very clean     _____b) Clean     _____c) Not Clean

 

Comments:

 

___________________________________________________________________

___________________________________________________________________

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Telephone Call (before or after dining)

 

  1. Date and Time of Call:__________________________

 

  1. Number of rings before call was answered:

 

    _____a) 1 ring     _____b) 2 to 3 rings     _____c) 4 or more rings

 

  1. Did you get a busy signal before yopu actually spoke to an employee?

   

    _____a) yes     _____b) no

 

  1. Were you placed on hold at any time during the telephone call?

   

    _____a) yes    _____b) no

 

    If yes, how long? _______________________________

 

  1. Question area you inquired about (menu items, hours, etc):

 

    Area: _____________________________________________________    

 

  1. How well did the employee demonstrate knowledge in response to your questions?

 

     _____a) very knowledgeable

     _____b) knowledgeable

     _____c) somewhat knowledgeable

     _____b) not knowledgeable

    

     Comments:

     ____________________________________________________________________

     ____________________________________________________________________    

 

  1. Using the following, rate the employee’s eagerness to answer your questions:

 

    _____a) extremely eager

    _____b) very eager

    _____c) eager

    _____d) somewhat eager

    _____e) not eager

 

    Comments:

    ______________________________________________________________________

    ______________________________________________________________________

 

 

  1. Using the following, rate the employee’s friendliness to answer your questions:

 

    _____a) extremely friendly

    _____b) very friendly

    _____c) friendly

    _____d) somewhat friendly

    _____e) not friendly

 

    Comments:

    ______________________________________________________________________

    ______________________________________________________________________

 

  1. Did the employee encourage you to visit the shop?

 

    _____a) Yes     _____b) No

 

    Comments:

    ______________________________________________________________________

    ______________________________________________________________________

 

 

     

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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