28 Мая 2022
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Mystery Guest Survey

  1. 1 Cleanliness
    In this section, the mystery guest will evaluate the cleanliness, the integrity and the functioning of the place where took place the evaluation.
    Access areas for the mystery guest: the terrace, inside of the location, the bathroom, the playground, the order receiving area,etc.
    The candidate can review all other aspects of the location if they think this will be relevant for the evaluation.

    1. 1.1 Exterior
      Pay attention to the exterior of the building. Pay attention to detail, integrity and cleanliness.
      Space for comments:
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    1. 1.2 The hall
      Everything inside the caffee shops should be explored.
      The decor, the cleanliness of the tables and chairs, the cleanliness and arrangement of the toilet (if it is provided).
      Indicate how many table were occupied during your visit.
      Space for comments:
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  1. 2 The service
    The section of the survey where the mystery guest will review the engagement with the staff and the service quality. all the wow service sides and adjoining standards that have to be followed will be reviewed: the communication, small-talk, complaint resolution steps, etc.

    1. 2.1 The welcoming and engagement with the team members
      Focus on communicating with the team member. Check the boxes if the described action has been performed.
      If necessary, indicate how many people were in front of you when you stood in line.
      Add a comment if there is anything to add or describe under what circumstances one of the following was not followed.
      Space for comments:
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    1. 2.2 The receipt
      Attach a MANDATORY AND CLEAR PICTURE of the tax receipt.
      It is necessary to discreetly draw the team's attention to the fact that you need a receipt from the cashier if it has not been given to you.
      If you have not received a receipt, describe the situation in the comments.
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    1. 2.3 Did the staff member say ''good appetite'' or other form of courtesy?
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    1. 2.4 Time of order preparation
      Specifies the time interval for each item in the order in the comments. The project moderator will intervene if this interval is respected.
      Space for comments:
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    1. 2.5 Name of team members
      (for example: the name of the employee who took the order, the employee who served your order, who collected the dirty dishes, etc.).
      If there was no badge and the name cannot be read, indicate this detail in the comments.
      Space for comments:
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  1. 3 The product and atmosthere
    This section will combine the guests opinions and the standards of preparing and serving the products.
    The guest will rate the consumed products.

    1. 3.1 Order served and taste
      Decor and technology card items include Tucano Coffee standards, which are largely unknown to Mystery Guest.
      The Mystery Guest answer will be corrected by the project moderator.
      Space for comments:
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    1. 3.2 The atmosphere
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    1. 3.3 I had my wow-moment( game, promotional product,etc)
      The WOW moment involves:
      - Themed or special decoration in the hall / terrace.
      - Mini-game with the team member.
      - A gift or a small sign of attention.

      If your visit has another cool moment, tell us about it in the comments.
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    1. 3.4 Considering today's experience, what is the probability that you will recommend Tucano Coffee to your friends?
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  1. 4 Mystery Guest Rating
    Today's visit was special. Based on how you interacted with the team, tasted food and drinks, felt the atmosphere and checked the cleanliness-distribution of ratings for each category.
    If you have given a grade of 3 or less, please comment on the choice.

    1. 4.1 Cleanliness
      Space for comments:
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    1. 4.2 Product
      Space for comments:
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    1. 4.3 Atmosphere
      Space for comments:
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    1. 4.4 Service
      Space for comment:
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Summary and impressions of the visit (minimum 2 sentences):
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