Atum Cafe

MYSTERY SHOPPER

ADDRESS CUSTOMER NEEDS

2014

NOMAN, MUHAMMAD

10/29/2014

MYSTERY SHOPPER

ADDRESS CUSTOMER NEEDS

2014

NOMAN, MUHAMMAD

10/29/2014

Mystery Shopping Project

Table of Contents

Aim 2

1.0 Introduction: 2

2.0 Types of Mystery Shopping 4

3.0 What is mystery shopping about? 4

4.0 Ways that Customer Service is Being Met 5

5.0 Mystery Shopping Checklist A 7

6.0 Mystery Shopping Checklist B 8

7.0 My Mystery Shopping List 9

8.0 Review of Hogs Breath Café using Checklist A 10

9.0 Review of Sorrento Restaurant Checklist B 11

10.0 Review of Zapata’s Mexican Restaurant with My Own Checklist 12

11.0 Suggested Training Plan for Each Business 13

11.1 Hogs Breath Café 13

11.2 Sorrento Restaurant 13

11.3 Zapata’s Restaurant 13

References 14

Aim

The purpose of this report is to investigate the process of mystery shopping. I will discuss the industry from the history of the industry through to the methods by which we conduct mystery shopping. I will then review three different restaurants based on two industry checklists and also one checklist which I designed myself.

I will then give some simple training ideas that I could offer to improve the customer service of these particular businesses.

1.0 Introduction:

Mystery shopping is a way of testing the quality of several different types of products, testing customer service, and testing the efficiency of different shopping processes. There are many types of industries which rely on the work of mystery shopping. They may include;

* Banks

* Credit Unions

* Shopping Centres

* Restaurants

* Car Rentals

* Golfing Ranges

* Hotels

There are several different types of industries for mystery shopping and I have mentioned just a few. Mystery shopping can be considered a form of market research that is used to give the client or potential customer’s information regarding the quality of a product or efficiency of systems. Mystery shopping started...