National Quickserve Restaurant Chain: Service Excellence Mystery Shopping
Redhill Group developed a comprehensive mystery shopping program for a world-leading quickserve concept, shopping over 350 stores on a monthly basis. Mystery shoppers were assessing the friendliness and efficiency of service, upselling for maximum per-ticket volume and cleanliness of the dining environment with appropriate signage always in place. The program included promotion to store staff, presentation of $20 gift cards for winners, and “Oops” cards mailed to stores that specified what needs to be improved to become a winner. Summary reports were provided at the district, region and national level and helped increase both per-ticket levels and total long-term volume.