Friday, 29 November 2013

Mystery Audit

Hi,

We are pleased to assign the following Mystery Audit to you:

The Restaurant that You have been assigned:Dominos

Reimbursement: Rs. 200/-

Dates of AuditSunday ,1st December 2013 

Location: Dominos , Mohta Bagh (Kalani Nagar )

TimeAs per your convenience

No. Of persons you can take along with you : 2-3 

POINTS OF EVALUATION:
Ambiance:
·  Exterior Area {Signage of exterior, Display, Promotional material, entrance, main door maintenance etc.}
·  Inside area {Walk away area, Reception area (Desk cleanliness, proper sitting arrangement, windows, doors, floors, lighting, Washroom etc.}.
Customer Service:
·  Staff behavior - Acknowledgement and greeted in an acceptable time frame, bid farewell or not , body language, grooming etc
Food Quality:
·  Food and Beverage Quality (Freshness, Taste, Texture, Temperature)
·  Presentation of food appealing or not.
·  Food and beverages were served in the correct glassware and flatware.
·  Time taken to serve the order
We would like to know that how was your overall experience and if you were satisfied with the food quality and the staff service.

 SCENARIO DETAILS

 Ambiance

·   Outside Area Parking (If in Mall , then not applicable), Signage Boards, Cleanliness, and Presentation)
·  Inside Area, Lighting, Promotional Material,  Waiting Area, Reception Desk, Sitting Arrangement etc. 
·  Was there a Watchman at the Gate.How were you greeted when you entered
·  If you were being greeted within the acceptable time. If there was no table available, were you asked to wait. Please check the waiting time also. Check the waiting area if any.

Staff Service

·  How were you assisted (Did he suggested you any special offers arrived )
·  Once seated, check what all was placed on the table. If condiments were already placed then check which all condiments were placed. If kept later please mention. what all was provided.
·  Observe the clineliness of the Staff members.

 Quality:

·  Check the Quality(taste, freshness, temperature),anything in particular like aroma, garnishing of the dishes. Also, write about the taste and texture of each and every food item in detail.
·  Please check his knowledge on desserts or ice creams.

 Staff Behavior/Grooming

·  You need to observe the Staff Uniform, Behavior, Attitude and etc.
·  When you paid the bill, did he say thank you, How he thanked you, anything else he said.
·  How did he bid farewell to you- mention the parting words that were being used.
·  Get the name of the server or mention his appearance (Ht, approx age, complexion, hairstyle, any particular feature about his appearance.) 


Overall experience

·  Mention the outstanding features about McDonalds . How it is different from other fast food restaurants or if something was not upto the mark.
·  If in questions you are giving rating like GOOD, VERY GOOD, POOR to staff knowledge, quality or overall experience, then Please mention the reasons in detail. 
·  Mention any recommendation and suggestions.


Complaint Handling (Mandatory)


·  You have to raise a complaint with the staff and check how was it handled and resolved by the staff.


INSTRUCTIONS TO MAKE THE REPORT:
·  Write answers in your own words as much as possible.
·  First letter of the word should be in Capital and sentence should end with a full stop.
·  You need to explain each and every point in detail.

      2. Click photographs of the entire restaurant. Be a critic , observe each and every area and specially take pictures of the area that you feel  were not well maintained or damaged.

MANDATORY AREAS :

1. Entrance
2. Logo Board Outside
3. Walkaway area
4. Entrance Door
5. Entrance Window 
6. All counters display
7. Cash counter
8. Lights inside restaurant
9. Floor
10. Menu Boards
11. Tables and chairs
12. Washroom
13. Sink of washroom
14. Urinal of washroom
15. Tissue paper holder, dustbin, mirrors, hand dryer and all dirty areas.
16. Promotions and Danglers
17. Order Taking place
18.  Bill and Token Number Slip which is given after order
19. LCD 
20. Baby Chair ( if available )
21. Toilet walls and floors
22. Water cooler and glasses
23. Display Items
24.Staff Uniform
25. Food Ordered(Top View)
26. Party area/room
27. Staff who assisted you( server, host if any etc.)

Without all the above photographs your report will not be accepted.

 PLEASE NOTE THAT PHOTOGRAPHS SHOULD BE CRYSTAL CLEAR . THEY SHOULD NOT BE BLURRED OTHERWISE THEY WILL BE REJECTED.

Other things that need to be taken care of are:
1. IF YOU ARE NOT GIVEN THE BILLS AT FOOD COUNTER THEN PLEASE ASK FOR THE SAME FROM THE MANAGER AND IF HE ALSO REFUSES THE SAME THEN NOTE DOWN HIS NAME AND MAIL US ABOUT THIS INCIDENT.

2. ANY REPORT WITHOUT THE MANDATORY PHOTOGRAPHS AND STAFF NAME WILL BE REJECTED.
 ATTACH THE SCANNED COPY OF THE BILL IN THE REPORT.

WITHOUT BILLS, NO PAYMENT WILL BE MADE.

REASONS FOR REJECTION OF THE REPORT:

1.    If you do not send the report within 24 hours of the audit.
2.    If you disclose your identity as a Mystery Shopper.
3.    If you do not send us the report in the above mentioned format, we will return the report and you will have to correct the report within 12 hours.
4.    We will not accept the report if it is filled up in only yes or no. Please write detailed observations for each area. 
5.    If you do not respond back to our queries on time till your report has been accepted by the client.

PLEASE LET ME KNOW ATLEAST 48 HOURS BEFORE THE AUDIT DATE IF YOU ARE NOT ABLE TO GO OR YOU NEED EXTENSION.

Payment will be made within 8-10 weeks.
If your audit is found to be FAKE audit then you will be terminated immediately and your all payments will be cancelled immediately.You not supposed to reveal your identity as a Mystery shopper at any point.
Kindly make sure that you provide us with accurate and genuine information .The information that you provide us is crosschecked by the client with the help of CCTV cameras. If they find that you have not provided us with genuine and accurate information then it could result in the cancellation of your report. You would be blacklisted and would not be given any audit in future.

Surbhi Maheshwari [MBA Fin / Mktg ] 
Manager Finance
On Line Assistence :

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