Mystery Shopper Findings - University of Waterloo

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Mystery Shopper Findings

Winter 2016 -- Ann Wang, Jacob Terry, Joy Zhang, Kritika Mehta

Overview

We reviewed four Food Services outlets in March 2016, using the following set of criteria:

Customer Service: ? Staff knowledge of menu items

? Ingredients ? How food is cooked/prepared ? Customer interactions ? How you feel after interaction with staff i.e. where they friendly ? Positive attitude ? Response to dietary restrictions ? Knowledge of ingredients in question ? Response to the concern & level of confidence felt by customer

Variety / Menu: ? General variety and stock ? Specific variety - preferences/dietary restrictions ? Seasonal special stock available i.e. Halloween, Christmas, other Holidays/Seasons

Quality: ? Quality and knowledge of staff making made-to-order items ? General quality of food ? Consistency of taste and method of preparation ? Smell

? No burning smells ? No overpowering smells ? Display and presentation ? Ensure food is not overcooked, undercooked, raw, off-coloured or burnt ? Check for visual appearance of presentation ? Colour, symmetry of presentation, evenness of cooking

Speed of Service: ? Focus on more `'fast food'' style units ? Analyze reason for delay i.e. lack of knowledge/training

Value for Money: ? Were you happy with the serving size? ? Was the quality up to expectations regarding price? ? Overall happiness with the meal considering what you paid

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Cleanliness / Hygiene: ? Overall cleanliness of the unit (inside cafeteria) ? Cleanliness of food prep areas and serving stations, staff hygiene

Procedure

1. Record how many people are in the line upon arrival 2. Record how long it took for you get to the front of the line 3. Is the server wearing a nametag? 4. During the order, ensure to try to incorporate at least three of the difficult questions 5. Ensure you ask for an itemized receipt on payment 6. Record how long it took for you to get your order from the time you placed it 7. Take a picture of your meal when you get it

Location Reviews

Starbucks, Lunch

3

Starbucks, Dinner

5

Liquid Assets, Lunch

7

Brubakers - Teriyaki, Lunch

9

Brubakers - Booster Juice and Pizza Pizza, Lunch

11

Brubakers - Wild Olive, Dinner

13

Tim Hortons, Breakfast

15

Tim Hortons, Dinner

17

Tim Hortons, Weekend

19

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Starbucks, Lunch

General comments: Was given a warning that my drink would take time to make, as the tea needs to be brewed. Impressed was how clean it was and how the customer service was!

Order Time

29 March 2016, 3:10 p.m.

Order

Chicken spinach sandwich with youthberry tea and chocolate chip cookie

Location

Science Teaching Complex (STC)

Line Wait

3 minutes, 4 people

Order Wait

10 minutes

Server Wearing Nametag? Yes

Reviewer

Kritika Mehta

Is there added sugar in this?

She let me know that there is the iced tea that can be sweetened or unsweetened, or I could also buy the lemonade iced tea, which contains sweetened lemonade juice.

Was this made in a peanut free area?

I asked if the sandwich was made around in a nut free area, and was left with no answer. She told me she would ask someone. The co worker said that our food items, such as the cookies do contain nuts, so this may not be completely nut free. I was advised to not take the sandwich if I was allergic.

Can I get an itemized receipt?

She provided the receipt.

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Criteria Customer Service Variety / Menu Quality Speed of Service Value for Money

Cleanliness / Hygiene

Rating Notes

9 Really good service! Provided information about anything I asked and told me what was inside the sandwich. Also provided the option of warming up my food.

10 Can customize your drinks to whatever you prefer and the menu is full of great sandwiches and food items.

8 Sandwich was not as warm as expected, but the iced youthberry tea was perfect!

7 Order took time, as the tea took time to brew. Warming up food also took time due to so many orders. Service was average due to how long it takes to make some orders.

7 The value for the drink itself was $4.45 and the sandwich was $6.99. The sandwich could have been better in terms of being properly warmed up, but the drink was awesome. She took her time to make it and came out as expected! Overall, would not buy the sandwich again, as it was really small for $6.99 and not that filling.

10 The lady was restocking straws and cleaning the counters. It was very clean!

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