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The following information is intended to give a potential
client an example of a typical evaluation/ mystery shopping format, an
example of the Summary Reporting and the Criteria Reporting.
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Client
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BAR
EVALUATION / Region 1 / District 1 - Bar - |
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From |
08/01/2001 to 08/05/2001 |
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Location |
101-MIAMI
6390 Miami Avenue
Miami, FL 33458 |
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Current score is 91
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Visit Information |
Response |
Points
Available |
Points
Awarded |
1.Day of visit: |
Saturday |
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2.Date of visit |
08/04/2001 |
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3.Time of visit: |
6:30 p.m. |
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4.Dollar amount spent : |
38.00 |
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5.Transaction / receipt #: |
0268b |
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Telephone 6 of 6 Points - 100% |
Response |
Points
Available |
Points
Awarded |
1.Was
the telephone answered promptly and professionally? |
YES |
2 |
2 |
2.Was
the telephone answered in a friendly and enthusiastic manner? |
YES |
2 |
2 |
3.Were your questions answered accurately? |
YES |
2 |
2 |
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Host 3 of 12 Points - 25% |
Response |
Points
Available |
Points
Awarded |
1.Were you greeted promptly by the host upon entering? |
NO |
3 |
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2.Did
the host give you a proper welcoming greeting? |
NO |
3 |
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3.Did
the host appear genuinely friendly and make good eye contact with you? |
NO |
3 |
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4.Were you offered a proper greeting when leaving the restaurant? |
YES |
3 |
3 |
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Facility 10 of 10 Points - 100% |
Response |
Points
Available |
Points
Awarded
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1.Did
the exterior of the restaurant appear clean and well maintained? |
YES |
3 |
3 |
2.Did
the bar area, floor and back of the bar appear neat, clean & organized? |
YES |
3 |
3 |
3.Did the bar stools appear clean and well maintained? |
YES |
2 |
2 |
4.Were the restrooms clean and well stocked? |
YES |
2 |
2 |
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Bartender 72 of 72 Points - 100% |
Response |
Points
Available |
Points
Awarded |
1.Did
the bartender greet the guests promptly and place beverage napkins down? |
YES |
5 |
5 |
2.Did the
bartender give you a proper greeting in a courteous manner? |
YES |
4 |
4 |
3.Did
the bartender introduce him/herself to you and shake your hand? |
YES |
7 |
7 |
4.Were your drinks served promptly? |
YES |
4 |
4 |
5.Were your beverages served on beverage napkins or coasters? |
YES |
3 |
3 |
6.Did
your beverage taste great and was it appropriately garnished? |
YES |
2 |
2 |
7.Did
the bartender offer you additional drinks in a timely manner? |
YES |
4 |
4 |
8.Was the bartender attentive to your needs (ie. clean ashtray, wipe wet
bar etc.) |
YES |
4 |
4 |
9.Did
the bartender(s) appear genuinely friendly? |
YES |
4 |
4 |
10.Did the bar top appear clean and well maintained? |
YES |
4 |
4 |
11.Did the bartender(s) use suggestive selling techniques (offer you
something to eat/appetizer/upsell your beverage)? |
YES |
5 |
5 |
12.Did the bartender(s) offer to run a tab for you? |
YES |
3 |
3 |
13.Were all sales recorded promptly after being served? |
YES |
4 |
5 |
14.Did your check correspond to the amount charged and was it accurate? |
YES |
4 |
4 |
15.Was the pour measure accurate, not overpoured? |
YES |
4 |
4 |
16.Did all cash handling appear ethical? |
YES |
4 |
4 |
17.Was any "Flair" bartending used during your visit (ie,
flipping bottles)? |
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FYI |
Response |
Points
Available |
Points
Awarded |
1.Did
it appear all drinks were accounted for & none given away? |
YES |
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2.No one being served appeared to be
intoxicated. |
YES |
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3.Greeting hostess (name or description) |
N/A |
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4.Seating hostess (name or description)(if
applicable): |
N/A |
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5.Bartenders (names or descriptions) |
Josh and Gina |
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6.Server (name or description) (if applicable) |
Josh and Gina |
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7.Food runner (name or description) if
applicable: |
Gina |
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8.Food and drink items ordered: |
Tom Collins, Miller
Lt., conch fritters,
burger, salad |
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9.Was the manager visible and interacting with
patrons? |
YES |
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10.Did
anyone recognize you by name or attempt to learn your name? |
YES |
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11.If
you asked to take some of your food with you, was it packaged by a staff
member in a positive manner? |
N/A |
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12.Was
the noise level comfortable? |
YES |
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13.How
would you rate your overall visit? |
Positive |
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My companion and I entered the restaurant at approximately 6:30 p.m. The
hostess was escorting people to their seats so we made our way to the
bar area and immediately found two seats.
My companion and I were
immediately greeted. At that time Josh asked if he could get us
something to drink. He did introduce himself and was very pleasant and
welcoming to us. He informed us of the drink specials.
We placed our
drink order and he immediately served us our drinks. He then immediately
entered our drinks into the register and placed the receipt in front of
us on the bar.
He then asked if we would like menus. We said yes and he
immediately handed them to us. He returned to us four minutes later to
take our order. After we placed our order he immediately updated our
bill in the computer and placed it in front of us at the bar.
When not
waiting on customers our bartender remained busy cleaning and
maintaining the bar area. The bar area was pretty slow.
Josh was very
friendly and interacted with guests in a positive and professional
manner. We started with an order of conch
fritters.
Approximately six
minutes after we had placed our order Gina delivered them to us. She was
very friendly and asked if she could get us anything else. Approximately
3 minutes after we had finished our conch
fritters Josh cleared away our
dishes and informed us that our dinners would be out in a minute.
Four
minutes later Gina delivered our entrees to us. She again asked if she
could bring us anything else. My companion ordered a plain hamburger and
I ordered the Lite Seafood Gorgonzola Salad. My companion and I needed
refills and Josh immediately brought us our drinks and again he
immediately updated our bill in the register. Both my companion's
hamburger and my salad were delicious and exceeded our expectations.
Josh and Gina constantly checked on us and were very intent on making
sure we were taken care of. All refills were done in a timely manner and
all requests were met in a timely fashion.
Both bartenders, Josh and
Gina, entered all drinks into the register immediately after each order.
Drinks were free poured drinks to the count of one thousand three or
four. All cash was placed in the register and all tips were placed into
the bucket in the register area. Josh and Gina did check IDs when
necessary and acted in a professional manner throughout my visit. Both
bartenders did some flair bartending and made everyone at the bar feel
at ease.
During my visit I did notice a manager interacting with staff
or guests. She was a female with long brown hair. She interacted with
staff and guests in a positive and professional manner.
I telephoned the
restaurant at approximately 8:00 p.m. and a female, who did not
introduce herself, answered after the third ring. She was very friendly
and gave me accurate directions to the restaurant.
The exterior of the
restaurant was in good condition. All lighting was functional and all
signage was easy to read. The restroom was clean and all items were
fully stocked. My companion and I enjoyed our visit to this
barand
based on this visit would return again.
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