Restaurants and Quick Serve Mystery Shops
ACSI Restaurant Report 2018-2019
According to the 2018-2019 American Customer Satisfaction Index (ACSI) Restaurant Report fast food chains are doing worse this year across nearly all aspects of the customer experience. Food order accuracy is down despite investments in technology, sliding 2% to 86. Likewise, staff are less courteous (84) and both beverage and food quality have declined (83). Fast food outlets also have backtracked when it comes to store layout and cleanliness (83). Are you checking to make sure your restaurant is not one of them?
Food quality, ambiance, service, all factors in a positive dining experience and all more important than price. So how does your restaurant stack up? Are your patrons looking forward to a return visit and recommending you to others? If not, why not? We’re here to help you answer those critical questions. The Jancyn mystery shopping programs are customized for your restaurant whether it’s a coffee shop, fast food, lounge or fine dining establishment and whether you provide take-out or delivery service. We understand every facet of this varied market, and we tailor our shop reports to provide you with exactly the kind of information you need to understand your patrons’ expectations and desires. And we’ve been doing it since 1980.
Does your restaurant offer alcohol? We also offer compliance checks to ensure your team is consistently checking identification for younger looking patrons – either as part of your regular shop program or as a separate focused program. For more information, take a look at our white paper on “How Mystery Shopping Programs Improve Compliance with Underage Drinking Laws“.
In addition to customizing our evaluation form for your restaurant so that you get the targeted information you need, we also match our mystery shoppers as well. We work with you to understand the demographic of your patrons and choose our best team accordingly. The “customer point of view” you get will truly be a reflection of your clientele. Our programs involve periodic visits at varying times of day and days of the week on an ongoing basis to truly give you an accurate overview of your establishment’s performance. We now offer the Jancyn Smartshop – mystery shopping conducted and delivered by shoppers via their smartphone. You get pictures along with the survey, speedy delivery, and GPS validation of shopper location, dates and times. Contact us for more details. We work with you to pinpoint the factors that are most critical to your restaurant. Timeliness, order accuracy and cashier interaction are obviously important in the fast food realm, while we focus on wait staff, bartenders, service and up-selling efforts for our fine dining clients. Additionally, our mystery shoppers report on employees’ money handling practices and transaction accuracy giving our clients “insight from the outside” that may be impossible to collect otherwise. Contact us today to find out how we can help you serve up exactly what your customers want.