Mystery guest p5 fy15

P5 FY15 RESULTS (7835) PHS - Kings Arms - Colchester

Job ID: Job Date: Job Time: Spent: Receipt: Profile:

5 Star Service

4406163 29/08/14 12:08 -> 12:53 9.40 68/5268 PHS P3

P1

P2

P3

P4

P5 Friendly Greeting

You achieved 5 out of 5 this wave

Food Availability

Food delivered within 20 mins

Food Quality

Check-back

EET Performance Target:95% Target 95% 98.8%

This Period NPS

YTD NPS

80.0%

If you have any queries relating to this report, please contact your Area Manager/Area Support.

1/5

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Overall Experience (non-scoring)

Pts

1

Based on your visit today, on a scale of 0-10 where 0 is not at all likely and 10 is extremely likely, how likely is it that you would recommend this pub to a friend or colleague?

0 (n/s)

N/S.

1 (n/s) 2 (n/s) 3 (n/s) 4 (n/s) 5 (n/s) 6 (n/s) 7 (n/s) 8 (n/s) 9 (n/s) 10 (n/s) The staff members were friendly and the service was efficient.

3

Please detail what you had to eat and drink during your visit.

Chicken and Bacon Sandwich with Chips and a Diet Coke.

4

N/S.

Please describe your overall visit from entering to leaving the pub.

I entered the pub and was welcomed by the staff member. I looked at the menu and then went to order at the bar. I ordered my meal and

N/S.

was asked if I wanted any additional Fries which I also ordered. I asked what Soft Drinks they had and the staff member explained what was available. I selected one and then paid for my order and sat down. After 7 minutes my food was delivered. It was well presented and looked appetizing. After a few minutes I was asked if everything was okay. About 3 minutes after I had finished my food, a staff member came and cleared my plate away and asked if I wanted a coffee or dessert. I felt that the service was prompt and efficient. I thought that the range of Sandwiches and lighter lunches was a bit limited.

5

Have you ever visited this pub before?

Yes (n/s)

N/S.

No (n/s) 6

Please list three other pubs/restaurants you would visit most often for everyday occasions i.e. lunch, dinner etc.

Ardleigh Crown, The Anchor, The Treble Tile.

7

N/S.

Please list three other pubs/restaurants you would visit for a special occasion i.e. birthday, anniversary etc.

The Ardleigh Crown, The Anchor, The Treble Tile.

8

N/S.

Did any team member(s) stand out as providing outstanding service?

Yes (n/s)

N/S.

No (n/s) 11

What was the best thing about your visit to this pub today?

The food was delivered quickly.

12

N/S.

Was there anything that could have been done to improve your experience today?

Yes (n/s)

N/S.

No (n/s) 13

Overall, how friendly were staff throughout your visit?

Very friendly (n/s)

N/S.

Quite friendly (n/s) Neither friendly nor unfriendly (n/s) Not very friendly (n/s) Not at all friendly (n/s) I was greeted as I walked in and polite conversation was made when I ordered.

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Initial Impressions (18 out of 18) 100.0%

14

Did the exterior meet the following criteria?

Pts

Free of exterior litter (e.g. used cigarettes, broken glass, bottles, etc.) : Yes (3)

8/8 100%

No (0) Entrances and exits clear and unobstructed : Yes (3) No (0) General exterior condition and/or furniture (if applicable) clean and tidy : Yes (2) No (0) 15

Given the level of trade, did you feel the pub was clean and tidy?

Yes (5)

5/5

No (0)

100%

2/5

16

Were all team members well-presented?

Yes (5)

5/5

No (0)

100%

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Bar Service With a Smile (90 out of 90) 100.0%

Pts

17

When approaching the bar were you greeted in a friendly manner with a smile, or acknowledged in a friendly manner with a smile if there was a queue?

Yes (30)

30 / 30

No (0)

100%

N/A - bar layout did not permit acknowledgment by bar staff (n/s) 18

When ordering your drinks, did the bar staff member display good knowledge of the drinks available?

Yes (20)

20 / 20

No (0)

100%

I asked what Soft Drinks were available and the staff member was able to give me a comprehensive breakdown of what products they offered.

19

Was your drink(s) served to an appropriate standard?

Yes (40)

40 / 40

No (0)

100%

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A Great Food Experience (245 out of 250) 98.0%

Pts

21

Were your chosen food items available?

Yes - all food items were available (15)

15 / 15

No - not all food items were available, but alternatives were recommended (5)

100%

No - food items were unavailable, and NO alternatives were recommended (0) 22

23

24

26

27

Was your food order taken in a friendly and engaging manner?

Yes (30)

30 / 30

No (0)

100%

When you ordered your food, did the staff member ask whether you wanted any starters?

Yes (5)

0/5

No (0)

0%

Was your food order taken efficiently?

Yes (30)

30 / 30

No (0)

100%

Was all food delivered to your table correctly?

Yes (15)

15 / 15

No (0)

100%

Please state how long it took for your first food item to be served.

Within 10 minutes (40)

40 / 40

11-15 minutes (40)

100%

16-20 minutes (40) Over 20 minutes (0) 29

30

When your main meal was served were you asked whether you had everything you needed?

Yes (15)

15 / 15

No (0)

100%

Please confirm the following in relation to all food ordered:

3/5

Well prepared and tasty :

N/S

Yes (20) No (0) Good quality : Yes (n/s) No (n/s) Correct temperature : Yes (10) No (0) Well-presented : Yes (10) No (0) Content matched the menu description : Yes (n/s) No (n/s) Good value for money : Yes (n/s) No (n/s) 31

Did you receive a check-back during your meal?

Yes (30)

30 / 30

No (0)

100%

A check back was received within 5 minutes.

32

Please state how long it took for your plates to be cleared.

Within 5 minutes (10)

10 / 10

Between 6 and 8 minutes (10)

100%

Longer than 8 minutes (0) Plates were not cleared (0) 33

If the pub was not too busy, were you offered the opportunity to try another drink, coffee or a dessert?

Yes (20)

20 / 20

No (0)

100%

N/A - the pub was too busy (n/s)

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Clean and Fresh Facilities (16 out of 16) 100.0%

Pts

34

Following your visit to the toilets, please select all of the following that apply: All lighting was working :

16 / 16

Yes (2)

100%

No (0) Locks on toilet doors were present and working : Yes (2) No (0) Toilets/urinals were unblocked, clean and working with flushing water : Yes (2) No (0) Toilet paper was available and fully stocked : Yes (2) No (0) Hand basins were unblocked, clean with running water and soap : Yes (2) No (0) Hand towels were available and fully stocked OR hand dryers were in good working order : Yes (2) No (0) Toilets were pleasant smelling : Yes (2) No (0) Toilets were generally clean : Yes (2) No (0)

4/5

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Farewell (35 out of 35) 100.0%

35

When leaving the pub were you bade farewell by any staff member?

Pts

Yes (5)

5/5

No (0)

100%

N/A - the location was very busy and staff did not have the opportunity to say goodbye (n/s) 36

Did the staff members make you feel comfortable and at ease throughout your entire visit?

Yes (30)

30 / 30

No (0)

100%

5/5