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:
- Become familiar with this survey before conducting your mystery shop.
- Complete this survey after leaving and in private.
- 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:__________________________________
- 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
- 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
- Your Gender: _____ a) Female _____ b) Male
Information About the Dining Experience
- Date of Visit:______________________________________
Day of Week: ____ Sun _____ Mon _____ Tues _____ Wed
____ Thur _____ Fri _____ Sat
- Time of Visit: _____ a) afternoon _____b) evening
- 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+
- Did your waiter/waitress have on their name tags?
_____a) Yes _____b) no
If yes, enter their name here: _________________________________________
- 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:
___________________________________________________________
___________________________________________________________
- 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:
___________________________________________________________
___________________________________________________________
- 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:
____________________________________________________________
____________________________________________________________
- Did the waiter/waitress suggest menu items?
_____a) Yes _____a) No
Comments:
____________________________________________________________
____________________________________________________________
- Did the menu offer items that were especially attractive to you?
_____a) Yes _____b) No
Comments:
_____________________________________________________________________
_____________________________________________________________________
- Rank your degree of satisfaction regarding the selection you made:
_____a) excellent
_____b) satisfactory
_____c) poor
Selection ordered:____________________________________________
Comments:
___________________________________________________________________
___________________________________________________________________
- 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:
___________________________________________________________________
___________________________________________________________________
- Did your waiter/waitress thank you for visiting the Shop?
_____a) yes _____b) no
Comments:
___________________________________________________________________
___________________________________________________________________
- Based on the overall dining experience, list any examples of food service/hospitality
excellence:
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
- Based on the overall dining experience, list any examples or areas for improvement:
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
Physical Appearance of Restaurant
- Is the exterior of the Restaurant attractive to you?
_____a) yes _____b) no
Comments:
___________________________________________________________________
___________________________________________________________________
- Is the interior of the Restaurant attractive to you?
_____a) yes _____b) no
Comments:
___________________________________________________________________
___________________________________________________________________
- 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:
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
- Were the restrooms clean?
_____a) Very clean _____b) Clean _____c) Not Clean
Comments:
___________________________________________________________________
___________________________________________________________________
Telephone Call (before or after dining)
- Date and Time of Call:__________________________
- Number of rings before call was answered:
_____a) 1 ring _____b) 2 to 3 rings _____c) 4 or more rings
- Did you get a busy signal before yopu actually spoke to an employee?
_____a) yes _____b) no
- Were you placed on hold at any time during the telephone call?
_____a) yes _____b) no
If yes, how long? _______________________________
- Question area you inquired about (menu items, hours, etc):
Area: _____________________________________________________
- How well did the employee demonstrate knowledge in response to your questions?
_____a) very knowledgeable
_____b) knowledgeable
_____c) somewhat knowledgeable
_____b) not knowledgeable
Comments:
____________________________________________________________________
____________________________________________________________________
- 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:
______________________________________________________________________
______________________________________________________________________
- 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:
______________________________________________________________________
______________________________________________________________________
- Did the employee encourage you to visit the shop?
_____a) Yes _____b) No
Comments:
______________________________________________________________________
______________________________________________________________________
