Mooch Mystery Diner Report Written and Complied by Sophie Fox, January 2017 1
Contents Sign-Ups... 3 Demographics... 4 Visit Details... 4 Number of Staff Present... 5 Number of Customers Present... 5 Food Ordered... 5 Bar Staff... 6 Waiting Staff... 8 Staff... 10 Appearance... 10 Service... 12 Front of House... 13 Overall Staff Efficiency... 14 Bar Staff... 14 Waiting Staff... 14 Bar Management... 15 Observations... 16 Environment... 16 General Appearance... 16 Music Levels... 16 Lighting Levels... 16 General Atmosphere... 17 Appealing Feel... 17 Overall Cleanliness... 17 Tables... 17 Food and Drink Service... 20 Staff Conducts... 22 Food and Drink... 24 Food... 24 Drinks... 25 Toilet Facilities... 26 Satisfaction... 27 2
Sign-Ups When signing up to the Mystery Diner programme, customers are asked if they have ever visited Mooch before, of those who signed up for the chance to be a mystery diner 1/5 had never visited before. The graph below shows what the remaining 80% of people thought about Mooch based on their previous experiences. On average customers scored food and drink and overall satisfaction with Mooch as 3.9/5, which can be taken as good. Staff and general atmosphere were rated at 3.8/8, which can also be taken as good. 3
Demographics Of those who were selected and emailed days and time to visit, 16 people visited Mooch to take part in the Mystery Shopper programme, over a period of time from 15 th October 2016 to 13 th December 2016. A third of those customers visited Mooch on a weekend day and two thirds visited during the week. Visit Details The graph below displays the distribution of the mystery diners across the weeks, with most customers visiting on a Monday or Saturday, and no one visiting Mooch on a Sunday. The two tables below demonstrate the spread of customers over the week based on the time that they entered Mooch, these have been split into weekday and weekend customers. Weekday customers tend to favour an early evening time, with the latest customer first visiting Mooch at 7.20pm, whereas weekend customers are visiting early to mid-afternoon. Weekday Customers Day of Visit Time of Visit 17:00 17:30 17:31 18:00 18:01 18:30 18:31 19:00 19:01 19:30 Monday 2 1 1 1 1 Tuesday 0 0 0 0 1 Wednesday 0 0 1 0 0 Thursday 0 0 0 0 1 Friday 1 0 0 0 0 Weekend Customers Day of Visit Time of Visit 12:00 14:00 14:01 16:00 16:01 18:00 Saturday 2 2 1 Sunday 0 0 0 4
The average duration of the customer s visit to Mooch was 64 minutes long. Number of Staff Present The average number of staff present during the mystery diner programme was 6 members of staff, an increase of 1 staff member on average from the last report. The lowest number of staff members present was 4 and the highest was 7. Number of Customers Present The average number of customers present during the mystery diner programme was 40, a decrease of 3 customers on average from the last report. The lowest number of customers observed by the diners was 20 and the highest was 60. Food Ordered Customers were asked to comment on their exact orders. These are listed below: Harlem Shake burger, Pash n Shoot Smoothie Harlem Shake burger, chips, coleslaw, coca-cola pint Stand by Meat burger, sweet potato fries, garlic bread, diet coke Meat the Parents burger, sweet chilli dip, big 5 smoothie Stand by Meat burger with extra bacon, Daim bar milkshake Meat the Parents burger, sweet potato friend, detox zing smoothie Stand by Meat burger, orange cordial Stand by Meat burger, pint of coke Sweet dreams are made of cheese, chips, hummus, onion rings, passion fruit smoothie How I met your Mushroom (vegan), sweet potato fries, halloumi, hummus, detox zing Despicable Meat Burger, Harlem Shake burger, Detox Zing smoothie, Cookie and Cream shake Stand by Meat burger, chips, Children on the popcorn freakshke, half pint of cranberry juice Mushroom with a view burger, giant wedges, Coca-Cola pint Lord of the onion rings burger without coleslaw, tortilla chips, chips, pint of Coca-Cola Sweet Chilli Alabama burger with Monterey jack cheese and chips, pint of Coca-Cola The amount customers spend ranged from 7.30-11.25, with the average spend by customers doing the mystery diner programme being 9.65; the maximum they could claim back being 10.00. 5
Bar Staff The diners were asked to rate the bar staff on a number of different aspects, which can be seen in the charts below. For the scale, 1 meant very poor and 5 meant very good, so the closer to 5 the more positive the rating. The chart demonstrates how customers rated the politeness of the bar staff that they spoke to. The first member scored an average of 5, meaning that they were very polite, the second member scored an average of 4/5 for politeness, meaning that the interaction was rated as polite. The chart demonstrates the ratings of the appearances of the bar staff that customers spoke to. Both scored a weighted average of 4 out of 5 meaning they were of good appearance to the customer. 6
The chart demonstrates the average ratings of the helpfulness of bar staff that customers spoke to. One member of staff scored a 4/5 for helpfulness, and another scored 5/5, meaning that it was rated as good and very good. Examining the comments that were surrounding this question, customers commented on how quick the service was given how busy it was and that the staff were nice and very friendly. Customers with queries said that these were answered with as much detail as needed. It was commented that the sheet with the list of dietary requirements had omitted the vegetarian sign with things assumed to be vegetarian and that staff then had to go to the kitchen to check. Elliot was really friendly as was Beth 7
Waiting Staff The diners were asked to rate the waiting staff on a number of different aspects, which can be seen in the charts below. For the scale, 1 meant very poor and 5 meant very good, so the closer to 5 the more positive the rating. The chart demonstrates how customers averagely rated the politeness of the waiting staff that they spoke to. Each member scored a 4/5 for politeness, meaning that it was rated as good and staff were polite. The chart demonstrates the average ratings of the waiting staff that customers spoke to. Two members scored 4/5 for appearance, meaning that their appearance was rated as good, another member scored 3, meaning that their appearance was average. 8
The chart demonstrates the ratings of the waiting staff that customers spoke to. All three members scored an average 4/5 for helpfulness, meaning that it was rated as good and that they were helpful. Considering the comments from this section, customers commented that whilst they could not complain about efficiency, the uniform was untidy. With regards to the disposition of the waiting staff, there were mixed comments, some customers felt that the staff were friendly and pleasant whilst others noted that some were stand-offish and didn t say much and came across as unfriendly. It was noted that some were not wearing name badges. One customer commented that the smoothie that they had ordered was no longer available, however Emma was very patient and sorted it for the customer she also was walking round tables clearing up and helping numerous people. 9
Staff Appearance 62.5% of the customers surveyed said that all of the staff that they saw were free from jewellery, a 4.5% increase from the last mystery diner report. The table below shows the percentage of customers who answered yes to this question over time. Oct 2014 Dec Feb 2015 March Oct 2015 Dec March 2016 Oct 2016 2014 2015 2015 May 2016 Dec 2016 100% 93% 82% 58% 63% 10
This has shown a 9% decrease from the last report, and only half of the staff interacted with by customers during their visit were seen to be wearing name badges. The table below shows the percentage of customers who answered yes to this question over time. Oct 2014 Dec Feb 2015 March Oct 2015 Dec March 2016 Oct 2016 2014 2015 2015 May 2016 Dec 2016 50% 43% 17% 59% 50% 11
Service Over 93% of the customers who took part in the mystery diner programme thought that there were served promptly, a 20% increase from the last mystery diner programme. Only 6% of the customers felt that they were not served promptly, which was mentioned in the comments as being due to the fact that it took a member of staff a long time to see whether a certain drink was in stock. 12
Front of House There was a 16% increase from the previous report, with 100% of the customers stating that the front of house areas and all of its staff were well organised and efficient. Examining the comments, customers stated that the bar staff were coordinating the queue sufficiently and that when it was not busy staff were able to converse amongst themselves whilst still providing adequate customer service. It was commented that the water jug was empty and efficiency could be improved by making sure it is refilled when needed. The table below shows the percentage of customers who answered yes to this question over time. Oct 2014 Dec Feb 2015 March Oct 2015 Dec March 2016 Oct 2016 2014 2015 2015 May 2016 Dec 2016 86% 79% 67% 84%. 100% 13
Overall Staff Efficiency Both bar staff and waiting staff amassed 100% yes when it came to whether they were working efficiently. For waiting staff, this is the same as the last report, for bar staff this is a 25% increase. Customers were asked to comment on the bar staff and waiting staff individually in relation to their scores, these are listed separately below. Bar Staff Comments showed that the customers thought that the bar staff were quick to take orders and were precise with orders and that the queue moved quickly. Customers felt that the bar staff dealt with customers in a fair manner, making sure they served who had come to the bar first and in order. It was commented that the bar staff may not be able to be as efficient with a larger queue. Waiting Staff Comments showed that customers thought that the waiting staff were very fast and food was delivered very quickly, although this could be taken negatively as it was commented that they didn t hang around and that some staff members were not customer-friendly but still did their job. It was noted that some of the tables were not cleared when the customer had been there for an hour but another commented that the staff efficiently cleared tables these comments were both from visitors at similar times on a weekend day, however they visited on different weekends. 14
Bar Management Oct 2014 Dec 2014 Feb 2015 March 2015 No complaints. Mainly no complaints, but any complaints were dealt with well. Oct 2015 Dec 2015 Mainly no complaints, but any complaints were dealt with well. March 2016 May 2016 Oct 2016 Dec 2016 No complaints. Mainly no complaints, but any complaints were dealt with well. It was commented that the customer had not complained negatively particularly, but the staff were helpful when they realised they had not been given a receipt. 15
Observations Environment Customers were asked to rate the atmospherics of Mooch on a rating scale of 1 = Very Poor to 5 = Very Good. From the last mystery diner, only general appearance and overall cleanliness have improved from 4 to 5, all other aspects have stayed the same scoring 4 out of 5. Overall the atmospherics scored good and very good. Customers left comments below each section of the atmospherics, these have been summarised below. General Appearance Customers noticed that a one or two tables had not been clear away after people had been eating, but generally the comments were that Mooch was clean and was cleaner than people had seen in previous visits to the bar. Music Levels Comments around this were varied, some commenters felt that the music was too loud this was specified by being in regards to evenings. The majority felt that the music levels were just right as you could still easily talk but enjoy the music and a few customers felt that the music could be louder. Lighting Levels All customers felt that the lighting was too dim, but as one customer mentioned this may be attributed to where you sit as the middle has little lighting compared to the outside perimeters of the bar. 16
General Atmosphere Customers commented that Mooch has a great atmosphere, is vibrant and friendly and can feel not dissimilar to a pub. One commenter felt that the layout of Mooch does not lend itself to a good atmosphere. Appealing Feel It was noted that this can be varied dependent on what time you visit, as when it s quieter and people are more dispersed there is a lack of atmosphere. Overall Cleanliness Customers noted that Mooch was clean but not sparkling and that tables generally were clean. Tables 17
These graphs show the cleaning and efficiency behaviours of the staff at Mooch. On average, there were a similar number of customers when people entered Mooch as there was when they left respectively. Roughly the same amount of tables were empty and had been reset on arrival and exit of Mooch, with an average of 7 not being reset when customers arrived and 5 not being reset when they left. 18
67% of customers did see staff resetting tables during their visit, which is the same score as the last mystery diner report. However, whilst not declining, 1/3 of staff in Mooch are still not resetting tables or doing so visibly to customers. This showed a 12% increase on whether tables were cleared once the customer s meal was finished or before they had left Mooch, showing a good increase. However almost a third of customers reported that their table had not been cleared once they had finished or before they left, and considering that the average duration of the customers visit was over an hour this is a long time. The table below shows the number of people who answered yes to this question. Oct 2014 Dec 2014 Feb 2015 March Oct 2015 Dec 2015 March 2016 Oct 2016 Dec 2015 May 2016 2016 43% 64% 59% 54% 68% 19
Food and Drink Service All of the customers who visited Mooch on the mystery diner programme had their food within 15 minutes, which is the same as the last report. The table below shows the percentage of customers who answered yes to this question over time. Oct 2014 Feb 2015 Oct 2015 Dec March 2016 May Oct 2016 Dec Dec 2014 March 2015 2015 2016 2016 N/A N/A 92% 100% 100% 20
The range of waiting times stated by customers was between 5 and 15 minutes. The average score was 2 which meant 6 10 minutes waiting. The longest any customer had to wait was 11 15 minutes, similar to the last report. Over 18% of customers stated that their food was incorrect, a 10% increase from the last mystery diner report. The table below shows the percentage of customers who answered yes to this question over time. Oct 2014 Dec Feb 2015 March Oct 2015 Dec March 2016 Oct 2016 2014 2015 2015 May 2016 Dec 2016 100% 100% 92% 92% 82% Comments mentioned that food appeared to have been made without much care and that an order had arrived without pulled pork despite being stated on the menu. 21
Staff Conducts 57% of customers were invited to enjoy their food by staff, this has shown a 9% decreased from the last report. The table below shows the percentage of customers who answered yes to this question over time. Oct 2014 Dec Feb 2015 March 2015 Oct 2015 Dec 2015 March 2016 May 2016 Oct 2016 Dec 2016 2014 43% 86% 34% 66% 57% 22
88% of customers were offered condiments or already had them available, a 4% increase from the last mystery diner report. The table below shows the percentage of customers who answered yes to this question over time. Oct 2014 Dec 2014 Feb 2015 March Oct 2015 Dec 2015 March 2016 Oct 2016 Dec 2015 May 2016 2016 29% 71% 91% 84% 88% 23
Food and Drink Customers were asked to rate different aspects of the food and drinks from Mooch out of 5, where 1 is Very Poor and 5 is Very Good. Food Customers rated all aspects of the food as good and the taste as very good; the last report saw every aspect gain a 4 out of 5. Customers were asked to comment on their ratings, a number of customers mentioned that the burgers seemed smaller than their previous visits, which was emphasised by the portion of chips with the burger which made it look smaller; it was also commented that the bun was tough and chewy. Whilst overall presentation was good, it was noted that having food served in a basket can make it challenging to eat the meal, the food was not very warm and that one meal was missing pulled pork as stated on the menu. Other customers said that they would recommend to family and friends that the food was lovely. 24
Drinks Customers rated all aspects of the drinks as good and the taste and presentation as very good; the last report saw every aspect gain a 4 out of 5 and temperature gaining 5 out of 5. Customers were asked to comment on their ratings, customs commented that the freak shakes were well presented and that the smoothies tasted great. It was noted that the glass the drink was served in was fine but on a previous visit a customer had noticed the glass being dirty. The customer who could not get the drink they wanted due to lack of stock commented that whilst this was not an issue, they have since been back and the drink was still not available the specific drink is not listed. 25
Toilet Facilities Of the toilet facilities that were checked, 88% of customers said that the facilities were in good working order. Those who said they were not said that the lock was sticky and only one flush button worked, and that they smelt, were out of soap and tissue and in need of an urgent fix; both customers who said no checked the female toilets. 26
Satisfaction The average rating was 9.06, showing a good increase from the last mystery diner report. Scores ranged from 6 to 10. This shows that the customers said they are very likely to return. The table below shows customers average scores across time on whether they would return to Mooch. Oct 2014 Dec Feb 2015 Oct 2015 Dec March 2016 Oct 2016 2014 March 2015 2015 May 2016 Dec 2016 7.5 7.79 8.6 7.91 9.06 27
The average rating was 8.94 a good increase from the last mystery diner report. Scores ranged from 4 to 10. This shows that the customers said they are very likely to recommend Mooch. The table below shows customers average score across time as to whether they would recommend Mooch. Oct 2014 Dec Feb 2015 Oct 2015 Dec March 2016 Oct 2016 2014 March 2015 2015 May 2016 Dec 2016 7.5 7.64 8.3 8 8.94 Customers were asked to explain their ratings to these questions. One customer stated that whilst the atmosphere is something customers would come back for, the food is average and appears overpriced for a student restaurant. In contrast, it was noted that the food was delicious and the service was good, and that a drawback was the atmosphere this is as the customer felt that it was unnecessary to have a DJ on Tuesday evening for no special event. Mooch is probably the best student bar on campus. The atmosphere in the evenings is good and the food is great at a cheap price too Overall, the general opinion was that the customers felt that the food was a good price and good value, they enjoy the food they had and the experience and that they would definitely return to Mooch based on the experience they had on that day. Customer who had complaints or things wrong with their visit said that this would not detract them from coming again. Customers noted improvements that could be made would be to the toilets, which could be improved by regular cleaning and inspections and to improve the portions. It was further commented that there is a lack of cutlery as it is not provided or obvious as to where it is. 28