From reservation to farewell, every touchpoint.
From the reservation call to the goodbye at the door, our Mystery Diner reports measure the moments that drive return visits.
Earn the second visit
A restaurant visit is a chain of small moments: the booking call, the welcome, the read of the table, the timing of courses, the recovery from a small slip. Get any of them wrong and you rarely get a chance to fix it.
The challenge is delivering that experience consistently across every shift and every server. The dining room your owner sees on Saturday night is rarely the one a customer sees on a wet Tuesday lunch.
- Fine Dining
- Casual Dining
- Bar & Grill
- Bistro / Café
- Pub
- Function Venue
Word of mouth still books the table
Word of mouth is still a restaurant’s primary marketing tool. One poor dining experience can cost the repeat custom of an entire “village”: the family, friends and colleagues who would have come on the recommendation.
And a dining experience is a chain of small moments, any one of which can break it. Get the booking call, the welcome, the timing or the recovery wrong and the table you lose rarely tells you why.
What a mystery diner report covers
How a Mystery Diner report works
A Mystery Diner report covers every stage: the reservation call, greeting and seating, specials communication, ordering and add-ons, timing between courses, food presentation, plate clearing, payment and farewell.
We measure server product knowledge, suggestive sell, beverage attachment, and how well a small problem is recovered. Compliance scoring tells you the what; narrative tells you the why.
What a mystery diner program gives you
Compliance scoring tells you the what; the narrative tells you the why, restaurant by restaurant, server by server.
Prepare. Conduct. Deliver.
A three-step process honed over a quarter-century of Mystery Shopping work, designed to drive improvements rather than just collect data.