Questionnaire

Mystery Shopping for Coffee Stores (MBA IB Group 4)

Outlet Name:
Address:
Phone:
Time of Visit:
Visiting Students:

Telephonic Evaluation
1. Answering the Phone
Within 3 Rings
2. Operators response
Identify Himself
3. Stores identification
Identified the store
4. Speech
Clarity
5. Way of speaking
How Courteous
6. Ability to answer queries
Knowledge Level
7. Guidance to store
Accuracy

Yes

No

Yes

No

Yes

No

Remarks

Rate (1 To 5)
Rate (1 To 5)
Rate (1 To 5)
Rate (1 To 5)

Evaluation of Stores Exterior

1. Stores identification, the store
location and address display
Prominently displayed
2. Signage location
Prominently located
3. Stores hours & parking facility
availability
Posted Outside
4. Stores Outward Appearance
Attractive
5. The Approach road
Convenient
6. Lighting Outside
Adequate
7. Entry to Store
Easiness
8. Stores Surrounding
Hygiene
9. Can you see inside the Store
Privacy

Yes

No

Yes

No

Yes

No

Rate (1 To 5)
Yes

No

Yes

No
Rate (1 To 5)
Rate (1 To 5)
Rate (1 To 5)

Remarks

Evaluation of Stores Interior

1. Stores environment
Welcoming
2. Space to walk through Tables
Ease of Movement
3. Menu
Clarity
Accuracy
Information Adequacy
Variety
4. Stores Aroma
Pleasantness
5. Facilities for Family
Family Friendly
6. Lighting
Ambience
7. Restroom
Availability
8. Stores Hygiene
Cleanliness
9. Store Temperature
Comfort
10. Entertainment
TV / Music
Choice of Channel/ Music
11. Chairs and Table
Condition
Comfort
12. Private Cabins
Availability

Rate (1 To 5)

Remarks

Rate (1 To 5)
Rate (1 To 5)

Rate (1 To 5)
Rate (1 To 5)
Rate (1 To 5)
Yes

No

Rate (1 To 5)
Rate (1 To 5)
Rate (1 To 5)

Rate (1 To 5)

Yes

No

Item Evaluation
1. Item Stock
Availability
2. Enhancement Items
Items other than coffee
3. Item
Freshness
Taste
Quality
4. Additives (Sugar, Sauce, etc)
Availability
5. Cups and Plates
Cleanliness
6. Price
Affordability
Value for Money

Rate (1 To 5)
Rate (1 To 5)
Rate (1 To 5)

Rate (1 To 5)
Rate (1 To 5)
Rate (1 To 5)

Remarks

Employee Evaluation
1. Employee
Greetings
Behavior
Attitude
Assistance
Probing Technique
Suggestions
Listening Capability
Tone
Speaking Skills
Nature
Token of Appreciation
2. Order
Ease
3. Stores Staff Behavior
Too Much Chitchatting
4. Employee Knowledge
Item Knowledge
5. Conversations among staff

Rate (1 To 5)

Rate (1 To 5)
Yes

No

Rate (1 To 5)
Rate (1 To 5)

6. Skills of the Employees

Rate (1 To 5)

7. Service Time

Rate (1 To 5)

8. Billing
Details
Accuracy
Payment Options
Easiness of Payment

Rate (1 To 5)

Miscellaneous
1. Coupons
Discounts
Ease of Usage
2. In store promotions
Scratch Cards etc

Rate (1 To 5)

Rate (1 To 5)

Customers in Store
Customers Details
Number

Approximate Number

Age Group

Majority

Minority

Groups/Couples/Singles

Majority

Minority

Additional Remarks: