Mystery Client

Mystery Client Questionnaire

The objectives of the Mystery Client Program is to get a clearer understanding of the customers perception of the restaurant, in order to make improvements, when and where possible, with regards to Service. Further, to address specific departmental problems and to motivate staff by linking results with incentives as the Bonus Scheme.

Example section:

Section I: TELEPHONE RESERVATION

STANDARD
POINT
YES
NO
N/a
1.1
Was the telephone answered within
three rings?
3
1.2
Did the employee answer the phone
with an appropriate greeting, identify the department, employee’s
name and offer assistance?
3
1.3
Was the reservation dealt with
pleasantly and politely?
4
1.4
If an advance booking or special
occasion, was the caller’s daytime phone number obtained?
4
1.5
Did the employee repeat and confirm
the details?
4
1.6
Did the employee use the guest’s
name during interaction?
2
TOTAL NUMBER
OF POSSIBLE POINTS
YES
NO
N/a
20
TELEPHONE RESERVATION =

Example of a full mystery client questionnaire

Mystery Client
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