Mystery shoppers help improve restaurant customer satisfaction



Mystery Shopping & Customer Satisfaction Surveys for Restaurants

When you run a restaurant, it’s imperative you know what’s happening from your customer’s perspective. If your customers are happy they will surely return. If your customers are not happy, they will not only not return, but also spread the word to their friends and family. Whether your establishment is fine dining restaurant, a pub, a bar or fast food restaurant, we can tailor a mystery shopping program specifically to your needs. In addition to mystery shopping we offer Customer Service Satisfaction Surveys, which can be administered through a standalone table kiosk, tablet or via a QR Code or Survey link.

The results is available in real time and can be delivered to your smart phone and tablet.

Mystery shopper services and customer satisfaction surveys are an easy and seamless way for restaurant owners and managers to discover what’s really going on in their establishment. Are your staff following the correct processes? Are they taking every opportunity to “wow” your customers and upsell products? If this is being offered, we will certainly find out and create an actionable plan for employee training.

Why choose Shoppers Confidential as your restaurant mystery shopper?

Shoppers Confidential is a BBB-accredited and MSPA (Mystery Shopping Providers Association) member, which means that we’re a tried, tested and true mystery shopping company with a lot of experience in the industry. Our qualified mystery shoppers have the experience and trained eyes to spot everything from poor management, bad service, and inconsistent food quality to identifying incidents of possible server and bartender theft. We’ll be able to assess and show you how your customers see your entire restaurant each time they enter your establishment.

Our restaurant mystery shopper services are at the forefront of today’s technology. We guarantee that you will have 24/7 access to all of our comprehensive online reports and statistics within 48 hours of our complete assessment of your restaurant. For customer satisfaction surveys, we deliver the data in real time. We know that customer relationships and retention are what matters most in this business, so let our mystery shoppers serve as your eyes and ears. We have a team of reviewers to assess your results and create action plans for improvement. We can also help with rewarding your staff when credit is due.

Is your staff following compliance rules?

Are you concerned about staff integrity issues and wonder how pleased your customers are with their service? There’s no riskier industry than the service industry when it comes to following compliance rules for alcohol sales, so let our mystery shoppers find out if your staff is complying with the regulations in your municipality. Our compliance program mystery shoppers have numerous tactics that are specifically designed for restaurants, bars, diners and pubs that will evaluate your staff and give you solutions to the problems. The Shoppers Confidential compliance program will establish the willingness of staff to check for ID for customers under the age of 30 and can even use Agent-Decoy mystery shops. With violations of the law that can result in million-dollar lawsuits, how can you afford not to use a mystery shopper to protect your business?

Customer satisfaction surveys and comment cards

In addition to restaurant mystery shoppers, we also offer online comment cards to our clients. Having your staff promote the online comment card not only encourages your staff to offer superior service, but it’s a great tool to see how customers view your establishment. We find that offering an incentive to customers is key to receiving the best response rate.

Shoppers Confidential uses customer satisfaction surveys that come in the form of an actual survey or a QR code that links directly to your website. It could also be a survey link that is emailed out to your customers or even a standalone kiosk in your location. The possibilities are endless and the choice is yours!

So ask yourself, are your customers happy? Will they choose you over the competition? Will they promote your company by word-of-mouth or will they promote your competitors?

Popular Mystery Shopping Services

Customer Sales & Service Audits

Do you really know what’s happening on the frontline of your company? Especially when you’re not there or unavailable? Just one employee’s poor performance could waste the money you spend to get and keep your customers, especially since bad customer experiences tend to travel quickly by word-of-mouth or on social media.

Our trained and certified mystery shoppers will act as your eyes and ears. They’ll visit your establishment under the guise as a typical customer and report back their experience. Our mystery shoppers are professional and subtle. After they complete their mystery shop, we’ll give you a detailed, objective and accurate view from your customer’s perspective – usually within 24-48 of the mystery shop!

Competitor Intelligence Program

Want the scoop on your competition? Curious to know what they do differently from you and see if it contributes to their success? Our mystery shoppers will shop your competition and provide you with the competitive edge you need to compare your sales and service strategies so that you can always stay one step ahead!

Compliance Program

Do you sell alcohol or tobacco products? If so, it’s important to protect your business, employees and reputation by complying with government regulations.

Our mystery shoppers will let you see if all government compliant identification procedures are being followed appropriately and as required. We’ll send in one of our mystery shoppers who is of legal age, but still under the age of 21 or 25, to make a purchase and we’ll report whether or not proper identification was requested.

For something as important as complying with government laws, Shoppers Confidential can provide you with invaluable peace of mind.

Integrity Program

Do you have concerns about workplace shrinkage or employee integrity issues that you aren’t sure how to address? We’ll work with you to design a program to help identify and control the issue and help you implement a solution.

Online Comment Cards

Does your business offer customers the chance to share their experiences with you on paper in your establishment?

Why not give your customers the choice and convenience of providing their comments online? By using an online survey, we’ll be able to generate statistical reports and analyze the data collected. This will also save you and your employees’ time from having to manually enter the data and analyze it on their own.

Agent-Decoy Mystery Shops

An agent-decoy mystery shopper team takes the employee compliance audit one step further.

Ideal for restaurants, bars, convenience stores and beer and liquor stores, we’ll send in a team of two people: the agent, a mystery shopper who has reached the age of majority in your province, and the decoy, a minor who is approaching the age of majority in your province. The agent will take the lead by requesting an alcoholic beverage or tobacco product and the decoy will echo their request. We’ll be able to determine if your staff if serving minors simply because they are accompanied by someone of the age of majority.

This type of customer service and sales audit is one that can help you comply with government regulations and protect yourself and your business.

Telephone Evaluations

Some businesses and retailers rely on the telephone to make a great first impression on their customers. Are your employees treating in-bound customer calls as an opportunity for business or as an interruption or nuisance?

Our experienced mystery shoppers will evaluate the greeting, telephone manner, helpfulness, courtesy and sales skills of your employees who answer the phones. This type of customer service and sales audit is crucial for call centres and retailers.

Looking to use telephone data to train new employees? We can also record the calls upon request so that you can use calls as learning tools for new or existing employees.

Employee Rewards Program

Reward your employees for their work performance and you’ll have happy employees who strive for the best in customer service. We’ll send our mystery shoppers to your retail establishment to collect and gather all of the information you need to know and the mystery shopper can reward the employee on the spot or you can analyze the data and reward the employee at a later time.

Rewards are only limited by your imagination and we can help you pick the perfect reward if you get stuck.

Employee Satisfaction Surveys

Learn vicariously through your employees’ experience!

Besides yourself, no one knows your company better than your employees. Find out if they’re happy in your retail environment or find out if they have a great idea that could help improve morale or sales. The surveys that the experts at Shoppers Confidential will design for you are tailored to discover the information you need to maintain a successful employer/employee relationship.

Website Evaluations

Our certified mystery shoppers will visit your website and evaluate every element of it, including user experience, sales tactics, check out processes, returns and appeal to your target audience or market. Our mystery shoppers will be able to tell you if you website is easy to use or if it is complicated and could be losing you sales.

Looking for something not listed here?

Shoppers Confidential Inc. will work with you to create the perfect program to help you find the answers you are looking for.

Call us today for a free quote and see how we can help evaluate and improve your restaurant business. Take a look at what our customer have to say about us on our testimonials page.

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