University of Toledo Mystery Shopper Form

Shopper Name: _________________________ Rocket Number: _____________ Total score______/100

Date of Shop: ____________ Time of Shop:__________
International House____
POD Carter____

Ottawa House East____

South Dining Hall____

Palettes Caf Ottawa____

Starbucks____

Rockys____

Parks Tower____

The Crossings Icrave____

SERVICE 25 Points
Question

Available Points

Did the cashier verbally greet

you?
Did the cashier make eye
contact?
Did the server make eye
contact?
Did the server thank you?
Did the server display
knowledge of products?
Was the server neat and
clean?
Are the displayed/advertised
menu items available?
Are the posted hours the
same as actual hours?

Are there any unpublished

menu changes?
Do you see any evidence of
marketing/promotional
activities?

3
3
3
3
2
2
2

Total _____/25

Actual Points

CLEANLINESS 25 Points
Question

Available Points

Are the tables and chairs

clean?
Is the condiment bar
clean/free of debris?
Are the floors free of
spills/debris?
Are utensils fully stocked?

Are trashcans clean and not

overflowing?
Are service counters clean
and organized?
Are display cases clean, faced,
fully stocked and product
labeled?

Actual Points

3
4
4

3
3

Total_____/25

PRODUCT QUALITY 25 Points

Question

Available Points

Product temperature was in

range. ( hot foods are hot,
cold foods are cold)
Were menu products in stock
and available?
Portion size satisfactory?
Product was presented
correctly?
Condiment bar supplies are
available?

Actual Points

5
5
5
5
Total_____/25

MISCELLANEOUS 25 Points
Question

Was a manager or
management representative
visible and engaged during

Available Points

Actual Points

service?
Was the amount of time from
entering the line until sitting
down to dine reasonable?
Were the an appropriate
number of servers
Overall organization of dining
hall?

10

5
5
Total_____/25

Comments on Service
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------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------Comments on Quality
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Were there any workers that stood out to you in a good or bad way?
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