SHOPPER BRIEF

The Coffee Club Mystery Shopping 2015

April 2015English version

SUMMARY OF THE SURVEY

Purpose To evaluate the service performance of staff at The Coffee Club

Scenario You are a customer who expect to dine in at The Coffee Club

Visit Requirements

1. This is a random visit, you will let any staff who approaches you to escort you through the service procedure

2. You are required to dine in at the assigned branch, during the whole visit.

3. You must not reveal yourself that you are a mystery shopper

Visit Process - enter the branch, observe the greeting- observe the selling and up-selling process- keep your eyes on the timing of some specific procedure, test wifi (if any) - observe the serving positions, and accuracy- perform a role play (optional – based on specific assignment)- collect the bill- enter a restroom to evaluate the hygiene and readiness (if any)- leave the branch / observe the farewell

Proof of Visit pictures / sound record / original receipt

Visit Length Minimum 45 minutes

SUMMARY OF THE SURVEY

Data Collection 1. Questionnaire with complete and accurate data

2. MP3 record (or other compatible format)

3. Photo3.1 front of house before/after your visit (1 photo)

3.2 inside the house around your table (1-2 photo)

3.3 food and drink after being served but before you start eating, include table talker as well (1-2 photo)

3.4 Tissue napkin and toothpick, please indicate when it is provided (1 photo)

3.5 screen shot of smart phone/tablet logging in to wifi (if available)

3.6 restroom and deodorizer (if available)

4. Receipt

ABOUT THE COFFEE CLUB (1)

The Coffee Club is the latest addition of food service brands under the management of Minor Food Group, a leading food service company in Asia. The recent opening of Bangkok branch is next step from its previous success in the Pattaya, Samui and Suvanbhumi airport.

The Coffee Club is highly successful in Australia with 288 branches throughout the country and have been operating for more than 22 years

website : www.coffeeclub.com.au

ABOUT THE COFFEE CLUB (2)

The Coffee Club Thailand consists of 3 types of branch1. Café Bar Restaurant (180-220 sqm including seating)

Restaurant CoffeeCool

DrinksSandwich Salad Breakfast Thai

Main course

Kiosk CoffeeCool

DrinksSandwich Salad Breakfast

Counter CoffeeCool

DrinksSandwich

ABOUT THE COFFEE CLUB (3)

2. Kiosk (100-180 sqm including seating) : this type is at Suvanbhumi Airport (only 1 branch)

Restaurant CoffeeCool

DrinksSandwich Salad Breakfast Thai

Main course

Kiosk CoffeeCool

DrinksSandwich Salad Breakfast

Counter CoffeeCool

DrinksSandwich

ABOUT THE COFFEE CLUB (4)

3. Counter (20-100 sqm): this type are at Don Muang Airport, Phuket airport and Jungceylon 2

Restaurant CoffeeCool

DrinksSandwich Salad Breakfast Thai

Main course

Kiosk CoffeeCool

DrinksSandwich Salad Breakfast

Counter CoffeeCool

DrinksSandwich

SCENARIO

You must dine in at The Coffee Club, and order both food and drink

You are required to order ONLY the items that we assign you to order

Key of evaluation

Readiness of table setup Greeting and Farewell

Speed of service Accuracy of service and product ordered

Up-selling Attentiveness and Impression

VISIT FLOW (1)

Preparation

- Be certain that you have the correct address of the target branch- Review the whole questionnaire carefully- Prepare your MP3 recorder -If a mobile phone is your recorder, make sure you turn on flight mode and you have enough device to take photo and test wifi- fully charge your mobile phone / bring your external battery - Dress properly

Before entering

- start your recording by saying: Branch name, City, Visit date, Time.

- Take photo of the front area of the branch

Entering

- observe the timing of staff approaching and greeting you

- Observe the greeting. In case of high traffic hours/other clients than yourself entering the branch at the same time and the greeting was not personalized and specific for a particular person, this is considered "acceptable“

- Act naturally as if you are just a regular customer, take a seat

Being served (1)

- Observe the product presentation, menu recommendation- Pay attention to the timing of drink arrival (within 5 minute) and food (within 15-20 minutes)- Take some photo of the branch interior & the table setting and test wifi

VISIT FLOW (2)

Being served (2)

- Any of “Enjoy your drink / meal ?” upon drinks and food are served (consecutively)- Take photo of the food and drink, please make sure it also includes the Table Talker- You must start eating within 1 minutes after the food is served

-Staff should come to check if you have received all ordered items and you are satisfied with the quality or not, within 5 minutes after you start eating. - Take photo of the tissue napkin and toothpick.

Role PlayingONLY assignment with role play, you must act difficult and reject food/drink, please refer this part to the next 2 pages

Bill CollectionAfter finish eating, you put the plate aside but must NOT call any staff to collect the bill immediately. Please collect the bill after at least 5 minutes.

Restroom Go to restroom after bill collection process is done, please take photo

Farewell

Similarly, in case of high traffic hours/other clients than yourself leaving the branch at the same time and the farewell was not personalized and specific for a particular person, this is considered "acceptable“

Leaving- Leave the branch for 50 meters and turn off your MP3 recorder- Input the evaluation form immediately- Contact our FW representative

VISIT FLOW (3) ROLE PLAYINGRole Playing ONLY assignment with role play, please refer to these pages

1. Greeting• escorting• menu recommendation

2. Being Served• Making order• Up-selling

3. Drink being served• Within 5 min

4. Food being served• Within 15-20 min• Taking photo of F&B• Start eating

5. Staff doing QC• Check if F&B is correct• Tissue napkin & toothpick to

be placed

6. Role Play• You are not satisfied with

food

7 Apology and Replacement• Staff take food back and

replace

Enjoy your meal !

At a Restaurant

VISIT FLOW (4) ROLE PLAYING

1. Greeting• greeting

2. Being Served• Making order• Up-selling• Serving F&B

3. Payment• Return change within 2 min

4. Leaving the counter• Taking food to table• Taking photo of F&B• Start eating

5. Role Play• You are not satisfied with

either food or drink• You make complaint at

Counter

6. Apology and Replacement• Staff take food back and

replace

Enjoy your meal !

At a Kiosk / Counter

Role Playing ONLY assignment with role play, please refer to these pages

NOTE FOR VISIT AT KIOSK AND COUNTER

• KioskThe service is half-restaurant and half-counter. Some of the criteria in the questionnaire can not be applied, please remember to mark N/A

Your evaluation form has been remarked for your guidance.

• CounterThe service is pure counter just like Fast Food service, therefore staff will not serve anything for you at the table. You must order and pay immediately at the counter. Some of the criteria in the questionnaire can not be applied, please remember to mark N/A

Your evaluation form has been remarked for your guidance.

QUESTIONNAIRE STRUCTURE

1 • Front of House

2 • Service

3 • Product

4 • Restroom and Facilities

5 • Comment & Experience

Enjoy your drink.

Enjoy your meal

Enjoy your mystery shopping