
Mystery shopping in a restaurant
Restaurant Mystery Shopping for better service in your restaurant? Great service is the key to customer satisfaction and customer loyalty. This is especially true in the restaurant industry. If someone finds the proverbial fly in the ointment, they are very unlikely to return to your restaurant. But it's not just the fly in the ointment - other sub-optimal services can also lead to customers staying away. If you want to guarantee a stable service in your restaurant, restaurant mystery shopping is the way to go.
contact nowWhy you should carry out mystery shopping in your restaurant
There are several reasons why you might want to plan and carry out a mystery shopping project in a restaurant. And most of these reasons have very little to do with the quality of the food itself.
In order to survive on the market, you have to stand out from the competition. This applies to every company and therefore also to restaurants. You can set yourself apart from the competition by offering a better price, additional services or better quality.
Service quality is one of the most important success factors for a restaurant. This is because the quality of service has a very strong impact on customer satisfaction. As customers are particularly crucial in the restaurant industry, customer satisfaction has a very strong influence on the success of the business.
Dissatisfied customers will contribute to customer churn with negative word of mouth. For this reason, you should have your restaurant constantly checked. With restaurant mystery shopping, you can have this done very reliably and objectively.
What can be checked during a restaurant mystery shopping session
With restaurant mystery shopping you can check a lot of things. The good thing about it? All of these things can be checked at the same time. You can use this check to validate the service quality of your restaurant. You can also uncover strengths and potential for improvement.
After a check, you can take measures to improve service quality.
The things we check in a restaurant check include (from the customer's point of view):
Reservation
What options are available to me for reserving a table? Can I only make a reservation by telephone? Or is it also possible to do this conveniently online?
How is the service on the phone? Will I be answered spontaneously? How long do I have to wait for a response to an online reservation?
Appearance of the restaurant
What does the restaurant look like from the outside? Does it have enough parking spaces? Is the walk from the parking lot to the restaurant not too long? Is the outside area clean and tidy? What smell do I get when I enter the restaurant? What does the restaurant look like inside? Is the floor tidy? Is there a mess somewhere?
Reception and welcome
How will I be welcomed? Where will I be received and how will I be received? Is the welcome warm? Do I feel welcome?
Personnel
What impression does the staff make on me? Is the staff professional? What is the appearance of the staff? How is the interaction with the staff? Are they friendly? Are they competent?
Seat search and allocation
Will I be assigned my table and will I be accompanied to my table by the staff? Or do I have to look for my table myself? Does the table correspond to the specifications given during the reservation?
Order process
How long does it take for my order to be taken after I have been allocated my seat? How long does it take for the food to arrive? Are the dishes I ordered actually served?
Quality and freshness of the food
As it is well known that taste is debatable, only the quality and freshness of the food is assessed here. Of course, we also note when dishes are undercooked, oversalted or otherwise over-seasoned.
Are the dishes freshly cooked? Are the salads fresh? Are the portions an appropriate size? How is the quality of the food? Is the meat too tough?
Possible handling of complaints
How are complaints dealt with? How do the staff behave if I complain that the soup is too cold? Will I be served a new soup? Will I get seconds for bread or other side dishes?
Any extra requests
How do the staff react if I make special requests after my order has been served? Are my special requests catered for?
Payment process
What payment options are available to me? Can I pay in cash? Or do I have to pay by card? Will I receive a receipt or invoice? Is the invoice transparent?
Farewell
How will I be seen off? Will I be accompanied to the door by the staff? Is the farewell friendly? Is the farewell also friendly if I was a nagging guest?
Restaurant mystery shopping with your competitors
We don't just test your restaurant, we also test your competitors' establishments. Our mystery shoppers can carry out a restaurant mystery check in any restaurant of your choice. The testers evaluate every situation. The resulting reports are easy to understand and detailed. After evaluating the reports, you can take action and incorporate things that your competitors are doing better into your business.
Documentation at the restaurant Mystery Shopping
Whenever legally possible, we document any defects such as soiling, poor quality products or untidiness with photographs. However, we only record information that is of a personal nature with the express consent of your employees. We adhere to the mystery research guidelines of the German market and social research associations.
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With price guarantee: We are atleast 10% cheaper than your current service provider for the same scope of services
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