FSFG Secret Shop • FS Food Group

Secret Shop Form – Dine In

Secret Shopper Response Form (for dining in)

FSFG SECRET SHOPPER RESPONSE FORM

What restaurant did you visit?(Required)

Please choose 1.

What day did you visit?(Required)

Did you dine at an off hour?(Required)

Yes: 11am-12pm

Yes: 3pm-5pm

Yes: 8pm-9pm

What time of day did you visit?(Required)

RECEPTION

How were you greeted?(Required)

Who greeted you first? Was it friendly? Enthusiastic? Please be specific.

How long did it take to be greeted?(Required)

Less than 2 minutes

Between 2 and 5 minutes

More than 5 minutes

Other

Was there a host to greet guests?

Yes

Yes but busy

Did guests feel rushed?

Yes

Was staff putting up chairs?

Yes

Please make note of anything else you think we should know about dining close to when the restaurant closes.

Was the greeting genuine and sincere?

On a scale of 1-5 where one is no greeting/rude and five is very welcoming

If there was a wait, did the time fall within the timeframe quoted to be seated?(Required)

Sat before time quoted

Sat within time quoted

Sat after time quoted

If you had a reservation, was it seamless?(Required)

Yes

No reservations

Other

Please describe the host staff's appearance

Select all that are true

Clean and well dressed

Wrinkled clothes

Stylish

Slovenly

Fast Casual

Please call the restaurant before dining with us and ask for hours of business and directions. Were your questions handled in a friendly and professional manner?

Yes

Other

Was the restaurant out of anything?(Required)

If so, what?

Did the cashier or anyone else try and upsell you on adding a drink or an extra side, etc?(Required)

If so, what was the upsell?

Was there a featured item that the staff mentioned or that you saw on display?(Required)

If so, what was it?

Was the line moving efficiently?

On a scale of 1-5, where one is bumper to bumper traffic and five is easy breazy.

Were your menu questions answered in a friendly and knowledgeable manner?

Rate us on a scale of 1-5 where 1 is clueless and 5 is expert.

Did the food appear to be fresh, appetizing and in good supply?

Rate us on a scale of 1-5 where 1 is looking meager and 5 is a veritable cornucopia

Were you offered a sample to try of something you had a question about? If so, what? Did you like it?

How long did it take to get from the beginning of the line to the end?

Less than 3 minutes

Between 3 and 6 minutes

More than 6 minutes

Other

Some menu items take longer to prepare so we will bring those items to you after you have taken a seat in the dining room. Did this happen to you or any other guests? Was the process efficient?

Was our beverage station stocked and being maintained during your visit?

Yes

Other

Was it easy to find parking?

Yes

Other

Did staff uniforms and appearance look professional and well maintained?

Yes

Other

Did you see any hygiene issues amongst the staff?

Could include not washing hands, touching hair or face, not using gloves.

Yes

Other

Was our menu board easy to read and understand?

Use “other” to give us any feedback you think might help.

Yes

Other

Was payment an easy and pleasant experience?

Yes

Other

BAR

Did you sit at the bar or at a table?

Bar

Table

Did the bartenders seems friendly and sociable?

Was the bartender knowledgeable about drinks?

Did they talk about our beer selection? Craft cocktails? Could they answer your questions?

Was the server knowledgeable about drinks?

Did they talk about our beer selection? Craft cocktails? Could they answer your questions?

Was ordering food prompted?

Yes

Other

Was your drink prepared properly?(Required)

Ice scoop used, chilled glass, ice level, flavor correct, garnishes fresh, ect.?

Please rate your drink on presentation and flavor.(Required)

Looked great, tasted great

Looked great, tasted bad

Looked bad, tasted great

Looked bad, tasted bad

Other

How much time did it take to get your drinks?(Required)

Less than 3 minutes

3-5 minutes

Over 5 minutes

Other

Were you proactively asked about wanting a refill? Did you get one in a timely fashion?(Required)

Were bartender's uniforms clean and in good repair?(Required)

Yes

Other

Was the area around and behind the bar tidy and well-maintained?(Required)

Yes

Other

Did the bartenders touch their face or hair without washing their hands after?(Required)

Yes

Other

Was your drink menu in good repair and clean?(Required)

Yes

Other

MANAGEMENT

How many managers were you able to identify? How could you tell?(Required)

Were managers engaging with both employees and guests alike?(Required)

Yes

Never saw a manager

Were managers acting professionally and in a generally upbeat way?(Required)

Yes

Never saw a manager

Did anyone from management make visual or personal contact with your table?(Required)

Yes

SERVICE

Were you greeted at your table within the first minute?(Required)

Yes

Other

How did the server or bartender introduce themselves?(Required)

Did the server or bartender offer any personalized menu options or drink selections based on your preferences? If so, what were they?(Required)

How was your server dressed? Were they in clean clothes and in uniform? What was the condition of their apron?(Required)

Did your server or bartender automatically explain the specials and any items that were out of stock?(Required)

Yes

Other

Do you remember any of the specials or what was out out of stock?

How was the server's or bartender's knowledge of the menu?(Required)

Scale of 1-5, one being menu was treated like summer reading in grade school, five meaning the menu might as well have been written on the backs of their hands.

Did the server or bartender suggest appetizers?

Yes

Yes, and we ordered some

Other

How long before appetizers were served?(Required)

Less than 10 minutes after ordering

Between 10-15 minutes after ordering

More than 15 minutes after ordering

Other

Was the most appetizing side of the dish placed facing you on the table?(Required)

Yes

Other

How quickly did the server or bartender come by to make sure you were enjoying your food?(Required)

2 minutes or less

2-5 minutes

More than 5 minutes

Other

Were your drinks ever left empty?(Required)

Yes

Other

Was a specific dessert suggested by your server or bartender?(Required)

Yes

Yes and we ordered some

Other

Please describe your dessert experience

How long did the dessert take to come out? Less than 5 minutes? More than 10? What was your order?

Did you ever feel rushed during the course of the meal?(Required)

If so, when?

Was the check presented in a timely manner? Was it then also tendered in a timely manner?(Required)

“Timely” means within 5 minutes. Please keep in mind we tell our servers to drop the checks at lunch so people who have limited time to eat can leave quickly.

Was the table maintained throughout meal?(Required)

Crumbs, empty glassware, dishes were bussed at appropriate times?

Yes

Other

Did your server or bartender say goodbye before you left?(Required)

Yes

Other

How would you describe the service overall? Was your server or bartender generally warm and friendly?

ENVIRONMENT

Was the outside of the building clean and in good repair?(Required)

Yes

Other

Was the entry clean and well lit?(Required)

Yes

Other

How clean was your table when you sat down?(Required)

On a scale of 1-5 where one is gross and 5 is squeaky clean.

How was your table?(Required)

Clean glasses, silverware and linens/napkins? Anything broken or chipped? Good location?

Were walls, floors and carpets clean and free of debris?(Required)

Yes

Other

Were the bathrooms fully supplied, neat and odor free?(Required)

Did you enjoy the music?(Required)

Any suggestions if not?

KITCHEN

Was your food served at the correct temperature?(Required)

Yes

Other

Was the description and portion size of your meal what you expected?(Required)

Yes

Other

Do you feel your meal was a good value?(Required)

Priced correctly

Too expensive

I would have paid more

Other

Was your food disappointing in any way? Please let us know your favorite and least favorite item you ordered.(Required)

Would you recommend this restaurant based on what you ate?(Required)

Yes

Other

Please list and evaluate all the items you ordered.(Required)

What is one thing we excelled in?(Required)

What is one thing we could improve upon?(Required)

Please upload an image of your receipt(Required)

Drop files here or

Max. file size: 128 MB, Max. files: 2.

Please write your server's name(Required)

First name is fine

Who was your contact at the company that hired you to be a mystery shopper?(Required)

Untitled

First Choice

Second Choice

Third Choice

Comments

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