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Customized products for restaurants and catering businesses
Market-Scout has been testing service quality and customer satisfaction for service companies in various industries for over ten years. We now offer our own product range of mystery tests, which we have developed specifically for the requirements of restaurants and catering businesses.
Our products
Restaurant Check
The standard product for the gastronomy sector
Check of your restaurant or catering business and/or service staff, including the following key data:
- Booking options and response behaviour (by telephone and online)
- Appearance of the business premises from the inside and outside
- Welcome by staff
- Staff appearance
- Interaction with the staff
- Finding or being directed to a table
- Condition of the service area(s)
- Ordering and serving times (time between ordering and the arrival of the food)
- Handling complaints
- Dealing with special requests
- Quality and freshness of the food
- Fulfillment of individual expectations
- Payment process
- Farewell
For special “deep” tests, guests receive an indivdual “story” aligned to your desired parameters. This “story” defines the concerns or behaviours the tester should appear with. It also sets out the correct and incorrect behaviours which the tester can trigger in the tested person or process and subsequently evaluate. These can be simple stories, such as an allergy sufferer’s concerns, or a guest who doesn’t like anything about the food and wants to send it all back, up to a bilk who pretends to have forgotten his wallet. Additionally, we create individual stories specifically for your company, products and services.
We are also happy to test the operations of your competitors and create comparative evaluations of your company.
Catering Company Check
The standard product for caterers and take-away businesses
Performance-based check of the operation with the following key data:
- Appearance of the premises from the inside and outside
- Staff appearance
- Welcome by staff
- Order and order process
- Waiting and meal preparation time, adherence to the order sequence
- Condition of the service area (if applicable)
- Freshness, cleanliness and packaging of the dishes
- Handling complaints
- Payment process, redeeming vouchers
- Special observations
Food Delivery Check
Mostly done in conjunction with the Delivery Person Check
- Order process (online or by phone)
- (Later) requests for changes to the order
- Delivery time
- Contact with the delivery person
- Appearance of the delivery person
- Appearance of the delivered food and beverages (order completeness, undamaged packaging)
- Appearance, freshness and taste of the food
- Processing of complaints
Guest survey
Guest survey in the waiting or service area of your business
We survey your guests in the waiting or service area of your business, or after they’ve eaten or paid.
Survey content:
- Usage behavior
- Place of residence and arrival at the premises
- Satisfaction
- Knowledge about food production and special offers
- Individual perceptions and experiences (quality, freshness, satisfaction, cost/benefit)
- Competitors (comparative survey)
- Respondents‘ suggestions regarding products and services
- Reaction to new product ideas
How we work
Protected data
Market-Scout retains personal customer data for a period of six months before it is pseudonymized. A longer storage period can be arranged upon request.
Documentation of deficiencies
If legally possible, deficiencies such as inadequate products, soiling or disarray are photographed. We never record personal information without the consent of your employees.
Pricing example
Implementing your own quality standards permanently in your business requires a lot of effort and patience. You will need to check and take measures on a regular basis until your idea of service and product quality has become second nature to your employees.
In our pricing example we tested a company with two sites once in a quarter with 5 testers at each site. After the initial setup we perform an evaluation at the end of each quarter to easily identify any changes in comparison to previous tests.
| Services | Quantity | Price/piece | Total |
|---|---|---|---|
Mystery Visit
per quarter
|
|
|
|
Setup and reporting – special conditions
|
€300 |
||
Total |
€4,330 |
All prices excl. VAT (alue added tax).