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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.

       
     

Client

Hotel Client        
      From 11/21/2003 To 11/22/2003        
Location 1
321 West St.
Anytown , US 12345
Current score is 86
Visit Information Response Points
Available
Points
Awarded
1. Check-in date 11/22/03    
2. Check-out date 11/23/03    
3. Day of check-in Saturday    
4. Day of check-out Sunday    
5. Time of check-in 4:05 p.m.    
6. Time of check-out 11:45 a.m.    
7. Total amount for room 187.00    
8. Amount spent at full-service restaurant 130.00    
9. Amount spent at limited service dining 3.00    
10. Amount spent at bar 16.00    
11. Total Amount spent on room service 42.00    
12. Total amount spent at gift shop 4.00    
13. Please add up all totals and provide the amount here 382.00    
 
Reservations Response Points
Available
Points
Awarded
1. Name of receptionist Corey    
2. Was the telephone answered in a prompt and professional manner? YES 2 2
3. Was the staff member friendly and enthusiastic? YES 2 2
4. Was the receptionist genuinely accommodating to your arrival time, date, and room size? YES 2 2
5. Were you given a confirmation number along with a repeat of the arrival/departure date and rate? YES 2 2

Reservation Summary


I called the hotel on Monday, November 17, 2003 at 2:50 p.m. and it was pleasantly answered after two rings by a male who said "Hello. Hotel Client. How can I help you?" I asked for reservations and was told "One minute. I’ll connect you."

After one ring, Corey answered the phone. I said I was looking for a room for Saturday, November 22. He asked me to wait while he checked availability. He asked if I wanted smoking or non-smoking and if I wanted a king or double. I informed him I was looking for a non-smoking king.

He then said he had rooms available for $179. A few seconds later he said he also had a non-smoking king room for $159. The $179 rooms were ocean views. I booked the $159 room. He asked if I was a  preferred guest and I said I was not. He said they usually automatically enroll all customers and asked if I was interested. I said yes and he enrolled me at that time.

He asked how I would like to guarantee the room and I gave him my credit card information. Corey then repeated all of the reservation information, advising there would be a 5 and 6% tax on the room and providing me with a confirmation number.

I asked Corey if there were any restaurants located in the hotel. He said "One moment, I’ll check". A few seconds later, he informed me that Shula’s on the Beach was located within the hotel. He asked if there was anything else he could do for me, thanked me and said to enjoy my trip. Corey’s demeanor was professional and he was helpful in making the reservation.
Facility Response Points
Available
Points
Awarded
1. Was the exterior of the property clean and well maintained? YES 2 2
2. Was the interior of the property (including all common areas) clean and well maintained? YES 2 2
3. Were all common area restrooms clean and well stocked? YES 2 2 YES 2 2
4. Were all common area floors clean with no litter apparent? YES 2 2
5. Were windows/glass surrounding the property clean and free of dirt/smudges? YES 2 2
6. Were all common area furnishings clean and in good condition? YES 2 2
7. Was the temperature set at a comfortable level in all common areas? YES 2 2
Valet / Bellperson Response Points
Available
Points
Awarded
1. Names of Valet and Bellpersons Carlos; Randy; Henni    
2. Did either the valet or bellperson greet you promptly? YES 2 2
3. Were you given a proper welcoming greeting? YES 2 2
4. Were the valet and bellpersons courteous and efficient during your stay? YES 2 2
5. When inquired, did valet and/or bellperson inform you about the hotel and/or amenities? YES 2 2
6. Were the valet and bellpersons genuinely friendly and make good eye contact? YES 2 2
7. Was the bellperson quick to retrieve your bag(s)? YES 1 1
8. Was the valet quick to retrieve your vehicle? YES 1 1

Valet / Bellperson Summary

We arrived at the hotel on Saturday, November 22, 2003 at 4:05 p.m. We were promptly greeted by Carlos, the valet / bellperson. He asked if we were returning and I advised we were checking in. He said he would take my keys, asked if we needed help with our luggage and said to check back with him after checking in and directed me to the front desk.

I then went back outside to meet Carlos. He asked if the three bags in the back seat should be brought to the room. I informed him they should and he advised he would be behind us. My companion and I then proceeded to the elevator and Carlos arrived as the elevator opened. Carlos showed us to our room, initiating conversation along the way.

He opened the door for us and proceeded to bring in our luggage and set it up. As we entered the room, it was odor free, which includes no strong air fresheners or perfumes in the air, but a fresh, clean smell.

Carlos asked if we had ever stayed with them before and when we said no he gave us information about the hotel, the hours the restaurant and pool were open, ice location and emergency exits.

Carlos had an excellent knowledge of the hotel. He had a very friendly, enthusiastic demeanor and makes a nice first impression of the hotel.

I tipped him $5 because he valeted the car as well as handled our luggage. At no time did he make me feel as though it was expected.

VALET CHECK OUT: We went out the front door to the valet. Randy immediately took our valet ticket and gave it to Henni who returned with our car in three minutes. Randy immediately placed our luggage in the back seat and Henni met me at the driver side door. I tipped both $2 each.
Reception: Check-In/Check-Out Response Points
Available
Points
Awarded
1. Name  of check-in clerk: Rick    
2. Name  of check-out clerk: Maureen    
3. Were you greeted in a prompt and efficient manner? YES 2 2
4. Were you given a proper welcoming greeting? YES 2 2
5. Were you greeted in a friendly manner and did the clerk maintain good eye contact? YES 2 2
6. Were you checked in and out in an efficient manner? YES 2 2
7. Were you given directions to your room and provided with the hotel amenities as a courtesy? YES 2 2
8. Were you thanked for staying and did the front desk inquire about your visit? YES 2 2
9. Were you provided with a detailed and accurate bill upon check out? YES 2 2
 
Reception: Check-In/Check-Out Summary

We proceeded through the lobby which was very inviting and beautifully decorated for Christmas. We approached the front desk and were greeted immediately by Rick. Rick asked if he could help me and I said I had a reservation.

He asked my name and immediately pulled it up in the computer. He confirmed that we were staying one night in a king non-smoking room. He asked for my credit card, ran it and returned it to me. He then presented me with a parking pass, phone information and two keys to the room and showed me where my room number was marked. He also informed me that he had upgraded me to an oceanfront room.

Rick then asked if we needed help with our luggage and I informed him that it was already being taken care of, and he directed us to the elevators. Rick had a professional, matter-of-fact demeanor .

CHECK OUT
As we approached the front desk at 11:45 a.m. on Sunday, November 23, 2003, we were immediately greeted by Maureen. She said good morning and asked if she could help. I told her I was checking out and she asked me my room number. She asked if I had enjoyed my stay and if everything was satisfactory. I said it was very nice.

Maureen brought up our invoice on the computer and asked if I would like to leave it on my credit card. She never asked me to review my final invoice before presenting me with my final copy. Maureen had a pleasant and professional demeanor.
Room Service Response Points
Available
Points
Awarded
1. Name (or detailed description) of room service attendant: Male, dark hair    
2. Was the telephone answered in a prompt and professional manner? YES 2 2
3. Was your call handled in a courteous and friendly manner? YES 2 2
4. Was your order repeated and were you quoted a delivery time? NO 2 0
5. Was your order delivered on time? (within 10 minutes of quoted time) YES 2 2
6. If not, how many minutes was the delivery time off by? N/A    
7. Was the room service attendant professional and courteous? YES 2 2
8. Was the hot food hot and the cold food cold? YES 2 2
9. Was your food prepared as ordered? YES 2 2
10. Was the food of the highest quality? YES 2 2
11. Was the check accurate? YES 2 2

Room Service Summary

I called room service at 9:00 a.m. on Sunday, November 23. A female with a very heavy accent answered the phone after 3 rings. She stated her name, however, I could not understand it.

I said I would like to order breakfast and she said "okay". I requested an order of French toast and an order of pancakes with bacon, along with two grapefruit juices and one tea. She did not repeat the order back to me but informed me it would arrive in 30 minutes.

28 minutes later, everything arrived at the room, served by a male with dark hair. He asked where I would like the tray placed, and placed it where I requested. He then presented me with the bill which I reviewed and signed.

As there was a 20% service charge added to the bill, I did not further tip him nor did he seem to expect one. Both entreés were received with warming covers. They were nicely presented on the plates with very generous portions. The juice arrived in glasses covered with plastic wrap. There was a nice assortment of jams, syrup and butter. We also received flatware which was clean, spot-free and nicely wrapped in cloth napkins. The napkins were clean, spot-free, fresh-smelling and absorbent.

On the tray was also a large thermos of hot water and a cup for the tea; however, there was no tea bag in the thermos or anywhere on the tray. There was a nice assortment of sugar, cream and sweeteners. I used the tea bag from the in-room coffee maker for the tea. All hot food arrived hot and all cold items were cold. Both meals were tasty and of high quality.
       
Other Staff & Management Response Points
Available
Points
Awarded
1. Were all staff members genuinely friendly and project a professional image? YEs 2 2
2. Was the concierge knowledgeable about surrounding area activities, dining out options, tours, etc? YES 2 2
3. Were phone messages, faxes, etc. delivered promptly? YES 2 2
4. Were any/all requests honored on a timely basis? YES 2 2
5. Was all interaction with housekeeping done in a friendly and professional manner? YES 2 2
6. Did any/all staff members show interest in you as a guest? YEs 2 2
 
Gift Shop Response Points
Available
Points
Awarded
1. Name (or detailed description) of gift shop staff member: Paul    
2. Volume of business: Low    
3. Was the phone answered promptly and professionally? YES 2 2
4. Was staff member friendly and enthusiastic over the phone? YES 2 2
5. Were your questions answered accurately over the phone? YES 2 2
6. Were all guests greeted promptly? YES 2 2
7. Was your purchase rung up on the register correctly? YES 2 2
8. Was the cash register closed after every sale? YES 2 2
9. Were any guests offered assistance with their purchase? NO 2 0
10. Were you thanked after you made your purchase? YES 2 2
11. Were you given a receipt and was it correct? YES 2 2
12. Did you receive genuinely friendly service? YES 2 2
13. Were the displays clean, well stocked and attractive? YES 2 2
14. Was the exterior clean and well maintained? YES 2 2
15. Was the interior clean and well maintained? YES 2 2

Gift Shop Summary

I called the gift shop at 4:40 p.m. and the phone was answered by Paul after one ring. He answered "Gift shop. Paul speaking." I asked how late they were open and he advised "11:00 p.m. tonight." I thanked him and we ended the call.

We proceeded to the gift shop at 5:00 p.m. As we entered, Paul said hello. We leisurely looked around. While in the store, Paul said hello to all guests as they entered. We purchased hair spray, which I paid for with cash. Paul properly rang up our purchase. He gave me a receipt along with the proper change.

While in the store I noticed that Paul closed the register after our purchase. The store was neat and orderly with a wide variety of products. Paul’s demeanor was quiet and unobtrusive.
 
Bar Response Points
Available
Points
Awarded
1. Bartender's name & description Carol    
2. Did bartender greet you promptly and with a smile? NO 2 0
3. How many minutes until the bartender greeted you? 5    
4. Were you greeted in a friendly manner? YES 2 2
5. Did the bartender introduce him/herself by name? NO 2 0
6. Did the bartender offer specific beverages? NO 2 0
7. Did the bartender offer specific appetizers or chips and salsa? NO 2 0
8. Were your beverages served within 2 minutes of being ordered? YES 2 2
9. Were all beverages served on or with a napkin? YES 2 2
10. Did the bartender offer additional beverages or refills in a timely manner? NO 2 0
11. Did the bartender maintain a clean and tidy bar top (ashtrays emptied, bar wiped down, trash & empty glasses/bottles removed)? YES 2 2
12. Did the bartender request payment after delivering your beverages? NO 2 0
13. Did you witness other patrons receive beverages (who just arrived and did not start a tab) without paying cash for them within a few minutes? NO 2 2
14. Was your transaction recorded within a few minutes after you requested to run a tab or paid in cash? YES 2 2
15. Was your check accurate? YES 2 2
16. Was the cash drawer closed after every transaction? YES 2 2
17. If cash drawer was left open, how much time passed before it was closed? N/A    
18. Did all cash handling appear ethical? NO 2 0
19. We use freepour, so to what count were drinks being poured? 4    
20. Please detail all items ordered 2 amarettos    

We went to the bar inside the restaurant at 10:10 p.m. Carol was talking with some customers at the bar. She eventually ended her conversation, waited on some customers who had been there before us, and finally greeted us at the bar five minutes after we had arrived.

She asked what we would like to drink and I ordered two amarettos. She returned a minute later, placed the amarettos on napkins which were nicely served in brandy snifters. There were bowls of a pretzel mix on the bar.

At no time during the evening did I notice Carol refilling or refreshing any of the bowls on the bar. We noticed all drinks were free-poured at a four/five count.

After serving our drinks, Carol went to the kitchen to pick up an order, served the order and then rang up our drinks as well as the people she served before us. At that time she placed tabs in front of each customer. The volume of business was slow to medium.

We spent about 1 hour and 15 minutes at the bar and only witnessed one cash transaction. A male customer placed his money on the bar which sat for 12 minutes; however, he was still finishing his last drink. When Carol picked up the money, she said to him "Do you need any change?" to which the customer replied "No, that’s okay."

Carol then placed the money on the register, served two more sets of customers drinks, and then left the bar for 3 minutes to pick up a food order. After serving that order, Carol went to the register, picked up the cash, put some in the register and the remaining was placed under the bar. The money had sat on the register 13 minutes before placing it in the register.

When we were through with our drinks, we placed them on the outside of the bar. They sat for 6 minutes before Carol noticed them, asked if we would like another and I said I needed a pen to sign the bill. She immediately gave me a pen. I signed our bill and left it. Carol never thanked us or acknowledged our departure. In conclusion, Carol appeared to have long conversations with a few customers while ignoring the needs of others.

During dinner there was a piano player and singer which created a more intimate environment than recorded music. When we returned to the bar later that evening they were still performing and seemed to be enjoyed by all patrons.
 
Full Service Restaurant Response Points
Available
Points
Awarded
1. Names (or detailed description) of host/hostess & server Danea, hostess; Melissa, server    
2. Were you greeted by a friendly, polite and professional server within two minutes of being seated? NO 2 0
3. Was the host/hostess friendly and greet you in a polite and professional manner? YES 2 2
4. Did your server offer specific beverages? NO 2 0
5. Did your server offer specific appetizers? NO 2 0
6. Were you informed of the daily specials? NO 2 0
7. Was your first round of beverages delivered within 2½ minutes of being ordered? YES 2 2
8. Did your server have good knowledge of the menu? YES 2 2
9. Was your order taken in a timely manner and written down? YES 2 2
10. Were all items delivered to your table correct? YES 2 2
11. Were all items delivered to your table announced? YES 2 2
12. Did your server check back within 2 bites or 2 minutes after the delivery of appetizers, entrees and desserts? YES 2 2
13. Did your server anticipate your needs and honor requests? YES 2 2
14. Were refills offered before beverages became ¾ empty? YES 2 2
15. Was your table's cleanliness maintained throughout your meal? Did your server remove plate ware, glassware and trash in a timely manner? YES 2 2
16. Did your server offer specific desserts and coffee? NO 2 0
17. Did your server bring your check in a polite and professional manner? YES 2 2
18. Was your check accurate? YES 2 2
19. Was a manager visible at anytime during the course of your meal? NO 2 0
20. If a manager was visible please provide a name or detailed description N/A    
21. Were all your questions answered accurately, professionally and in a friendly manner over the phone? YES 2 2
22. Was the music audible? YES 2 2
23. Was the temperature set at a comfortable level? YES 2 2
24. Please list all food and beverage items ordered: 2 merlots; mozarella & tomato appetizer; 7 oz filet; Kansas City Strip; baked potato; sweet potato

Full Service Restaurant Summary

After arriving at the room, I called the restaurant for dinner reservations. The phone was answered after one ring by Danea. I asked if reservations were available at 7:00 p.m. that evening. She asked how many were in my party and I said two.

Danea informed me that 7:00 was not available; however, 6:30 was available. I told her that would be fine and she asked my name for the reservation. She thanked me and said she would see me later that evening. Her demeanor was professional.

We arrived at the restaurant at 6:30 p.m. and were pleasantly greeted by Danea. I told her we had a reservation and she asked my name. She asked if we would like inside or out and then escorted us to our table and presented us with menus. The table was beautifully set with white tablecloths, cloth napkins folded and peaked at each place setting. The napkins were clean, spot-free, fresh-smelling and absorbent. The flatware was clean and spot-free, as well as the wine and water glasses.

Three minutes later Aunice approached the table with bread and filled our water glasses. Five minutes after we arrived at the table, Melissa approached, introduced herself, and asked if she could start us with drinks.

Melissa immediately but unobtrusively removed the extra place settings of flatware and glasses. I ordered two glasses of Merlot. She asked if we had a brand preference and I advised we did not.

Melissa returned three minutes later with our drinks, asked if we were ready to order. My companion ordered the filet. Melissa asked if she wanted anything on the side at which time my companion ordered a baked potato. I ordered the Kansas City strip steak and a sweet potato. Melissa thanked us for our orders but never asked if we would like appetizers or salads. I informed her that we would like the mozzarella and tomato appetizer. She said that if we would like they could split the appetizer for us in the kitchen, to which we agreed.

The appetizer arrived five minutes after ordering. It was delivered by a tall male with short brown hair. The appetizer was nicely presented on the plates with a very tasty vinaigrette dressing. Melissa checked back with us five minutes after the appetizer was served.

After we were done with the appetizer, Melissa pre-bussed our table and prepared it for arrival of the entrees. Our meals arrived ten minutes after the appetizer (15 minutes after ordering). They were delivered by the same male who delivered the appetizer. Melissa also assisted in serving the meals. She asked if our steaks were properly prepared and unobtrusively waited at the table as we checked the steaks and assured her that they were properly cooked. Both steaks were tender, properly cooked and nicely presented on the plate. In addition, both potatoes were large and arrived hot, properly cooked and appropriately garnished.

Melissa returned five minutes later to check if there was anything else we needed and continued through our meal checking with us about every five minutes. She allowed us to enjoy a leisurely meal without feeling pressured or hurried.

When we were through with our meals Melissa bussed the table and removed all crumbs from the tablecloth. She asked if we would like to see a dessert menu which we declined. She then said she would return with our check. Two minutes later, Melissa presented us with our check and advised us to take our time. There was no pen with the check and I asked Melissa for one when she came back. She immediately provided me with a pen from her pocket. I signed for the bill and put it on the hotel room. Five minutes later Melissa came by, picked up our bill and thanked us.

She at no time rushed us or pressured us to leave. We leisurely finished our drinks and left. Melissa had a friendly and energetic demeanor. She was thorough and professional.
 
Deli Response Points Available Points Awarded
1. Name (or detailed description) of deli counter staff Female, long black hair    
2. Were all staff members dressed in clean attire and project a professional image? YES 2 2
3. Were you greeted in a prompt, friendly and professional demeanor? YES 2 2
4. Did the staff member ask you for your order in a professional manner? YES 2 2
5. Did you receive adequate timing to make a decision on what to order? YES 2 2
6. Did the staff member offer additional products in a positive manner during your order? NO 2 0
7. Was your order correct? YES 2 2
8. Was your order rung up on the register immediately after being handed your order? YES 2 2
9. Did all cash handling appear ethical? YES 2 2
10. Were you given the correct change and was your receipt correct? YES 2 2
11. Did the exterior (glass, windows) and interior (cases, displays, floor) appear clean and well maintained? YES 2 2
12. Were all countertops and deli displays clean and free from towels, rags and miscellaneous items? YES 2 2
13. Do you feel that you received a good value for your money? NO 2 0

Deli Summary

We arrived at the deli at 12:00 p.m. on Sunday, November 23. There was an African / American female with long black hair at the register. She was wearing a nametag but the printing was too small to read.

There were 8 people in the deli at that time.

As I looked around the deli, everything appeared neat and clean. There was no debris on the floor. The shelves appeared to have a good variety and were fully stocked. Though this was called a deli, the set-up was similar to a convenience store. There was a variety of pastries available on a self-serve basis, as well as prepared deli sandwiches, wrapped in plastic wrap, and nicely displayed in a refrigerated case. Everything was set up on a self-service basis. I watched three separate transactions. All were cash and appeared to be handled properly. As I paid for my soda, she informed me of the amount and gave me the proper change; however, she did not give me a receipt or offer one. I asked for the receipt and was pleasantly given one by her. Her demeanor was nice, and she was neatly dressed and well-groomed.
 
The Food Response Points Available Points Awarded
1. Did the food look and taste fresh? YES 2 2
2. Was the hot food hot and the cold food cold? YES 2 2
3. Was all of your food prepared as ordered? YES 2 2
4. If an appetizer was ordered, did it arrive in a timely fashion? N/A    
5. Were your entrees delivered in a timely fashion? YES 2 2
6. Was your dessert and/or coffee delivered in a timely fashion? N/A    
7. Did you find the portion sizes to be adequate? YES 2 2
8. Did the food meet or exceed your expectations? YES 2 2
 
Returns & Recommendations Response Points Available Points Awarded
1. Do you feel you received a good value? YES 3 3
2. Based solely on this visit, would you return to this hotel? YES 5 5
3. Based solely on this visit would you recommend this hotel to others? YES 5 5
 
Additional Comments/Observations

CONCIERGE
We approached the concierge at 10:50 a.m. on Sunday, November 23 and were pleasantly greeted by Jan. He was nicely dressed in a suit and asked if there was anything he could do to help us. I asked him if there was anywhere close by for jet ski or boat rentals. He gave us directions and prices on several possibilities. He was very helpful and informative.

SUMMARY:
In summary, the people we encountered at the front desk, as well as the valets and bellpeople, were friendly, helpful and had pleasant demeanors. We had a very enjoyable stay at the hotel. The upgraded ocean view was spectacular from the eleventh floor.

The employees at the hotel were very customer oriented. All the uniforms of employees were neat and clean and looked professional. While up in the room which overlooked the pool, we noticed a number of employees routinely checking the area and cleaning debris. It was kept neat and orderly.

As I checked out, I asked Maureen for restaurant receipts. She did not really seem to understand what I was looking for and advised there was a recap of all expenditures on my final bill. I would have liked to have been presented duplicate copies of all of my restaurant receipts which were charged to the room with detailed expenditures.

Our entire visit, which consisted of only about 20 hours, kept us quite busy during the evaluation in order to cover all areas that needed to be reviewed and writing up complete evaluations and having it completed within the deadlines required. This might be better served by a second night in the hotel to more appropriately space the assignments.

     
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