Mystery Guest Assessment: Applying Guestology Principles to
Evaluate Service Quality
CRITERION Principles Details Rate (100%) Cleanliness The area must be neat and clean. Trash cans are available Hand Sanitizers/hand washing area 15% No flies, bugs, or any other insects Proper hygiene Staff Behavior Courtesy Welcoming Patient Entertaining 15% Reliable Accommodating Serviceability Well-mannered Communication Uses formal communication Uses local language Clarity 10% Tone Services, Product, IHIP Service Product Quality Value 20% Strategy System 8 Dimensions of quality for Service Product Personalization Versatile Trendy Unique 10% Eco-friendly establishment Implements sustainable practices Over all Guest Aesthetic Experience Conformance Features 20% Reliability Meet and exceed the expectations of its guests Proper Grooming Wearing proper uniform Wearing hair net Proper personal hygiene 10%
Principles Feedbacks/Description/Reviews Rate
Cleanliness Staff Behavior Communication Personalization Overall Guest Experience Proper Grooming