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Every time we focus groups, polls, surveys, examination of telephone or online surveys, e-mail through the above comments with a discount card to send, or take out a comment card to fill in the restaurant are , we have to take part in market research. Mystery shopping market is the most widely used customer service, quality, performance, loyalty and research tool for other subjects to evaluate. It is more noticeable in the hospitality industry. Most hotels and restaurants, either restaurants or fast food, use a mystery shopping program.
A good mystery shopping program individually tailored to the needs of each client and focus. Measured data are also possible, because the ultimate goal of these programs, a comprehensive, multi-use tool that customers at a glance, strengths and interests are used to compare positions. Customers use the information in the report, as changes to improve training techniques may be necessary to implement, develop and reward programs. Often the target of a mystery shopping program is not focused on what is wrong, but what is right. Program for a restaurant, for example, position, staff management, menu items, promotional and advertising campaigns, including an assessment. In the case of a business, fast food drive-thru, napkins and menu items based on location and price stability over the normal number can focus on time spent, the food store will be more inclusive. In general, is divided into sections and include reports of the numbered questions. Most of these items on the questionnaire a clear "Yes, No, or NA" response, while others receive a numerical score. But most of all stories.
Fine food for a typical mystery shop will focus on several factors usually begins with a call for location. The phone book, or questions about the operation or directions to the site, usually in hours, make it. The worker and the opportunity to evaluate their skills to the test enables the mystery shopper. After the arrival of the mysterious buyer parking lots, corridors, entrances and reception, including both internal and external surfaces, will evaluate. Mystery shopper and the host environment, including music and lighting conditions, the dress, while waiting in line or will be recognized. It also noted the ease with which the book is waiting, and congratulations. On the way to the table, mystery shopper tables, corridors, barriers, and the speed at which he or she will note the space between the table was taken.
Once on the table, place settings, menu and dining room furniture and accessories in the condition is observed.Met with each employee, mystery shopper knowledge, body language, clothing, greeting, farewell, takes practice and trust that the information provided. For example, the idea that the hostess was chewing gum, or service staff were chatting in the corner is important. With more fine dining establishments, a strict dress code or a similar condition, sometimes depending on time of day. Mystery Shopper's action on the information that was irrelevant or included accessories. Once a connection to the server, the mystery shopper to observe whether or not the wine service was offered, if you provide, and whether some drinks, snacks and appetizers are suggested. During the meal, the time between courses to see how to meet specific requirements and instructions for cooking.
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