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MYSTERY SHOPPER
PROGRAM

The Food and Beverage Mystery Shopper Program is designed to help food service establishments maintain and elevate their service, quality, and customer experience standards. This program uses undercover shoppers to assess various aspects of an establishment’s operations, providing valuable insights for continuous improvement.

Image by Pablo Merchán Montes

OBJECTIVES

Quality Assurance

Consistency of high standard in service, food, cleanliness & customer satisfaction.

Areas of Improvement

Pinpoint weaknesses or areas needing for enhancement

Benchmark

Measure performance against industry standards or competitors.

Employee Performance

Assess staff behavior and effectiveness in real-world scenarios.

Customer Experience

Gain a comprehensive view of the customer journey from entry to exit.

PROGRAM COMPONENTS

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Recruitment

Selection of individuals that represent the target customer profile.​

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Training them with the skills to objectively evaluate the establishment.

Waitering

Assessment Criteria

Front of the House which includes the service quality & ambiance.


Back of the House which include food quality and cleanliness.​

Visit Execution

Scheduling visits at different times and days for comprehensive coverage.


Documentations of checklists to record observations & experiences.

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Reporting & Analysis

Detailed Report providing scores, comments, & recommendations.


Data Analysis to Identify trends, strengths, and weaknesses.

Smiling Colleague

Feedback

Suggestions for improvement in each area of assessment.

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Prioritization of the most critical issues that need immediate attention.

PROGRAM BENEFITS

Improved Customer Satisfaction

Enhance the overall customer experience by addressing identified issues.

Enhanced Employee Training

Identify training needs to improve staff performance.

Increased Revenue

Satisfied customers are more likely to return and recommend the establishment.

Competitive Advantage

High standards set the establishment apart from competitors.

Please complete the information request to contact you and discuss your quotation request.

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