Of course, if you’re paying for someone to test your business, they should know what they are talking about. All our diners love food and restaurants, eat out regularly and also have the benefit of being firmly entrenched in the hospitality industry.
They are operations managers, marketing directors, trainers, GMs and owners, and they all know what they are talking about when it comes to service, food, ambience and everything a customer should expect from the restaurant experience.
What They Look For
Website: is it easy to book? Can we view menus, do the images load, is it engaging? If there are social media links, are they easy to follow? Is there a map to the venue?
Booking: Is the phone answered in a timely and professional way? If the requested time is busy are others suggested?
Arrival: Is the table ready? Is water offered, are menus brought straight away? Are the specials read, if applicable? Are opportunities for upselling taken? Do staff know the menu well, including allergens?
And so on. This is a small example, there are over 100 questions that form the report you’ll receive after the visit. It’s not a box-ticking exercise, it’s a valuable, comprehensive insight into the experience your customers are getting.
It’s hard to see your complete offer from the inside, and there could easily be aspects you’re missing, small things that are stopping people recommending you.
We can run mystery dining as a one off, monthly, quarterly, or however often you’d like. It is especially satisfying to watch your venue(s) improve over time, something that regular reports highlight perfectly.
Let’s have a chat about your business and figure out what will work best.