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.
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
Recruitment
Selection of individuals that represent the target customer profile.​
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Training them with the skills to objectively evaluate the establishment.
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.
Reporting & Analysis
Detailed Report providing scores, comments, & recommendations.
Data Analysis to Identify trends, strengths, and weaknesses.
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.