This study will provide an overview of mystery shopping activities in a London based restaurant known as Retro Dinner. This assignment is divided into two parts namely Diary and analysis. The diary part will provide the record of mystery shopping activity. Then the study will analyze the overall judgement and feeling about the provided service by Retro Dinner based on the mystery shopping experience. Diary This diary is a record book of the mystery shopping activities. It will help to formulate an effective analysis and recommendation at the end of the study. Background I am an undergraduate international student of London business school. I am 20 years of age. This mystery shopping will help to understand the expectation and satisfaction level of the customers in terms of organizational customer services. This practical curriculum will help me to achieve important knowledge about the important of effective customer services that will enhance my future career growth. Pre-purchase Stage I made a plan to visit the restaurant in the evening during the rush hour. This will help me to identify the actual quality of service of Retro Dinner. I drove around the lane four times in order to find an appropriate parking space. Finally I managed to park my car near the restaurant. Consumption Stage Finally I entered in the restaurant. The environment and exterior of the restaurant looked attractive. The store manager and two waiters greeted immediately. Soon the shift managers asked about several needs like seating preferences and number of people. He gave the lists of special menus for that evening. Moreover, he was very polite in nature. After 5 minutes, one of the waiters asked about the drink orders. Most importantly, the restaurant does not offer special drinks. I ordered for a glass of coke. Then the waiter replied that we can go through the menu card. Within 2-3 minutes the waiter returned with the ordered drink. After serving the drink, he immediately asked whether I have decided for the dinner menu or not. I made an order of one regular cheese burger with Caesar salad. The waiter asked if I want any appetisers. Moreover, he suggested me to have fried prickle. According to him, it will increase the taste of hamburger. Finally, I indicated that I do not want any kind of appetisers. However, the food arrived within 12-15 minutes. The hamburger was warm. The waiter served the open-faced burger with pickles and chips. The pickle was crisp and chips and burger were tasty. Moreover, the salad was large and served fresh. During that point of time, the waiter asked if I would like to refill the drink. Within 2-3 minutes the store manager came to my table. He asked me whether the dinner was prepared according to the satisfaction or not. I immediately replied with yes as the food was so testy and healthy. However, I was fully satisfied with the food and services. After the dinner, a dessert tray was bought. I decided to order split a pineapple in pie ala mode. Finally, the desert came within 8-10 minutes. The dessert was so delicious. Overall the quality of food was good and healthy. Moreover, the food was reasonably prices. The in-room service was very friendly. The restaurant was adequately decorated and restrooms were clearly marked and clean.
Service Experience Diary Report: Mystery Shopper Table of Contents Executive Summary 3 Diary 3 Background 3 Pre-purchase Stage 3 Consumption Stage 3 Satisfaction Rating 4 Analysis 4 Title: Retro Dinner Customer Service Analysis 5 Expectation Theory 5 Satisfaction Theory 5 Service Mix: 8Ps Framework 6 Opportunities and Threats 8 Conclusion and Recommendation 8 References 10 Executive Summary This assignment is a service experience diary report…
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5 pages (1250 words)Assignment
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