Visit a restaurant, retail and/or entertainment operation of your choosing and conduct a Secret Shopper Analysis of the service received.

[Your Name]

F17, [date of preparation]

RTM 304: Entrepreneurial Ventures in Recreation & Human Services

Sample Secret Shopper Assignment Worksheet

Please Note: You may need to adapt this worksheet depending on the kind of business you are assessing

Restaurants, retail operations, recreation experiences and entertainment venues are all different – yet they all possess similar areas of concern when it comes to customer relations. This form highlights those areas. You will want to review the form before conducting your on-site visit to determine whether or not the business you are considering will provide you with the opportunity to complete this assessment and accompanying analysis and to determine which areas of the worksheet will be most appropriate to assess given the nature of the location you select. Once completed with ratings and comments, your form should by typed and three or more pages in length.

Name of restaurant/retail operation/recreation experience/entertainment venue:

Kind of restaurant/retail operation/recreation experience/entertainment venue:

Company web site:

Company mission statement:

Date of visit:

Time of visit:

Address:

Amount of time spent on site:

The maximum occupancy for the facility:

Observed occupancy (approximately how many people were there during your visit):

Area 1: Customer Service Evaluation

Select two of the following customer service areas to evaluate:

Telephone etiquette/skills:

1. Was the telephone answered within three rings?

2. Did the Staff Member who picked up greet you with courtesy?

3. If the Staff Member had to place a caller on hold, did they ask the caller if they would mind being placed on hold?

4. When the Staff Member returned to telephone, did they thank the caller for holding?

5. Was the Staff Member able to answer your questions?

Related Comments:

How could the staff member improve your experience?

Greeter/Host/Hostess etiquette/skills:

1. Did the Greeter/Host/Hostess welcome you promptly?

2. Did the Greeter/Host/Hostess offer to answer any questions posed?

3. Did the Greeter/Host/Hostess provide the appropriate assistance given the nature of the business (offer a dressing room, ask how many people are in your party, take your order, etc.)

4. Did the Greeter/Host/Hostess thank you for coming at the end of your visit?

Related Comments:

How could the Greeter/Host/Hostess improve your experience?

Server etiquette/skills:

1. Did the Server welcome you promptly and take your drink order?

2. Did the Server offer information about any specials on the menu?

3. Did the Server offer to answer any questions about the menu?

4. Were drinks refilled in a timely manner?

5. Did the Server ask if you were enjoying your meal?

6. Did the Server offer dessert options?

7. Was your bill handled in a timely manner?

Related Comments:

How could the Server improve your experience?

Customer Service etiquette/skills:

1. Did the Customer Service provider acknowledge you?

2. Did the Customer Service provider inquire about what you were hoping to experience?

3. Did the Customer Service provider offer to answer any questions you had?

4. Did the Customer Service provider ask if you enjoyed your experience?

5. Did the Customer Service provider thank you and welcome you to return again?

Related Comments:

How could the Customer Service provider improve your experience?

Area 2: Products/Services

One a scale of 1 – 5, with 1 being unacceptable, 3 being acceptable and 5 exceeded expectations, please rate the following:

1 2 3 4 5 n/a Variety

1 2 3 4 5 n/a Quality

1 2 3 4 5 n/a Quantity

1 2 3 4 5 n/a Appeal

1 2 3 4 5 n/a Value for Price

Related Comments:

How could the products/services be improved upon?

Area 3: Facility

One a scale of 1 – 5, with 1 being unacceptable, 3 being acceptable and 5 exceeded expectations, please rate the following:

1 2 3 4 5 n/a Cleanliness

1 2 3 4 5 n/a Atmosphere

1 2 3 4 5 n/a Accessibility for those with disabilities

1 2 3 4 5 n/a Green Efforts/Initiatives

Related Comments:

How could the cleanliness of the facility be improved upon?

Area 4: Determine a final area of the restaurant/retail operation/recreation experience/entertainment venue to measure, create a tool to measure it and then use the tool you created. Possible additional areas to measure include but are not limited to: Parking availability, consistency with theme, further exploration around accessibility for those with disabilities, further exploration around green efforts/initiatives.

Area 5: Your Overall Assessment: One or more paragraphs on what did the restaurant/retail operation/recreation experience/entertainment venue did well, one or more paragraphs on what needs improvement, one or more paragraphs on whether or not you will return and why, and one or more paragraphs on whether or not you would you recommend this establishment to others.

Linking the experience to course materials: Be it in your overall assessment or in a separate series of paragraphs, include three citations from Disney Institute Customer Service Notes (distributed in class) and Buyology summary (emailed with Learning Opportunities & Expectations document) that align with or illuminate key points in your overall assessment. The citations that you use are up to you, yet they need to somehow weave into the responses that you provide to the prompts and you need to include the cite each source for reference.