Mystery Dining and Comment Card Analysis for a leading UK Chain of Department Stores

Service Scan's brief was two-fold. Initially, the requirement was to implement a Mystery Dining programme which involved visiting over seventy branded restaurants, cafeterias and snack bars situated in this well known chain of department stores.

We were then required to design and introduce a pre-paid Customer Comment Card which was given to every customer using the catering facilities. The cards were sent to Service Scan for analysis on a store-by-store basis.

The restaurant operations were contracted out to two major catering contractors.

Both the Mystery Diner reports and the Comment Card Analysis provided detailed information in respect of adherence to quality standards, and contractual compliance, as well as invaluable customer feedback.