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Fast Food Retail - Mexican/Strip- Lunch Visit-12pm-2pm.

509 - Guzman y Gomez Eagle St Pier, Eagle St Pier, 45 Eagle St, Brisbane, 4000

2016-11

Service Excellence Report

Your Performance:
Poor

77.70%
Copyright 2009

Report Generated: 2016-11-21 16:05

509 - 1/8

Fast Food Retail - Mexican/Strip- Lunch Visit-12pm-2pm.

509 - Guzman y Gomez Eagle St Pier, Eagle St Pier, 45 Eagle St, Brisbane, 4000

2016-11

Survey Score

50%

40%

60%

30%

70%

20%

77.7%

80%

10%

90%

0%

100%

Section Summary

Restaurant Exterior

33.3%

26.7%

66.7%

Team Appearance and Atti...

33.3%
89.5%

Ordering
Food Delivery

66.7%
73.3%

Restaurant Interior

41.7%
100.0%

Product

100.0%

Departure
Overall Experience
TOTAL

10.5%
58.3%

84.6%

15.4%

77.7%

Scored

22.3%

Missing

Current

Previous

Diff.

33.3%
73.3%
66.7%
89.5%
41.7%
100.0%
0.0%
84.6%
77.7%

100.0%
100.0%
100.0%
100.0%
75.0%
100.0%
92.3%
96.3%

-66.7%
-26.7%
-33.3%
-10.5%
-33.3%
-7.7%
-18.6%

Previous:

Overall Trend

Your Rank
Current

100%

Previous Survey (2016-10)

Previous

Diff.

Company Overall

75%

28

21

50%

(of 28)

(of 66)

25%

National:
0%

28

21

(of 28)

(of 66)

Current:
Previous:

Copyright 2009

2016-11
2016-10

Report Generated: 2016-11-21 16:05

509 - 2/8

Fast Food Retail - Mexican/Strip- Lunch Visit-12pm-2pm.

509 - Guzman y Gomez Eagle St Pier, Eagle St Pier, 45 Eagle St, Brisbane, 4000

2016-11

Attention Areas
Missing / Possible

Food Delivery

9 / 12

Were you informed about the free salsa station during your visit?

Restaurant Exterior

4 / 24

Was the exterior of the restaurant clean, tidy and in good repair?

Overall Experience
Please evaluate your overall satisfaction with the "Total Customer Experience" at the store today.

4 / 20

Improving your performance on these questions would increase your score

for this visit by 8.0%, giving you a total of 85.7%.

Improving your performance on these questions would increase your

overall score for the last 4 visits* by 3.9%, giving you a total of 96.5%.
* Last 4 visits: 2016-11, 28 days campaign Month 16, 28 days campaign Month 15, 28 days campaign Month 14

The questions displayed above are those for which you received only partial or no credit, and which most
negatively impact your overall score. Focusing your attention on these critical areas in the future will help increase
your overall scores.

Copyright 2009

Report Generated: 2016-11-21 16:05

509 - 3/8

Fast Food Retail - Mexican/Strip- Lunch Visit-12pm-2pm.

Location:

509 - Guzman y Gomez Eagle St Pier - Eagle St Pier, 45 Eagle St, Brisbane, QL 4000

Date:

2016-11-21

Time:

12:00

Please provide a name or description of the crew member who served you:
Lizeth T

Restaurant Exterior
1. Was the exterior of the restaurant clean, tidy and in good repair?
Windows /ledges (tick YES if there are no exterior windows/ledges)
Signage and/or lights
Walls & doors
Footpath
Entry
Tables and chairs or benches clear of rubbish
Comment: Outside of the restaurant, the footpath appeared clear of rubbish and the entry was clear of obstructions. Lovely, easy entrance into the
restaurant.
2. Was the exterior sign box illuminated?

N/A

Restaurant Interior
3. Was the interior of the restaurant clean, tidy and in good repair?
Windows / ledges (tick YES if there are no windows/ledges)
Lights
Walls & doors
Floors
Menu boards
Artwork, posters & noticeboards (if present)
Tables and chairs or benches clear of rubbish
Comment: Inside the restaurant, all table and chairs appeared in good repair and kept clean. The floor generally appeared clean, however there were
some crumbs under a few of the tables around where I was dining. The menu boards were well displayed on a TV screen above the front counter. It was
lovely to see clear advertising for what meals were available, on the TV screens.
4. In your opinion was the lighting level in the restaurant appropriate?

Yes

Comment: There was sufficient, natural light from outside.

5. In your opinion was the music level in the restaurant appropriate?

Yes

Comment: No music had been playing whilst dining in the restaurant.

6. Were the rubbish bins clean and not over-flowing?

Yes

Comment: All rubbish bins were kept clean and not over-flowing.

509 - 4/8

7. Was the front counter area clean and organised?

Yes

Comment: The front counter area appeared clean, presented in a simple manner and organised. Drinks were displayed clearly and in good view near the
cash register.
8. Were takeaway menus readily available?

No

There were no takeaway menus available within easy reach, at the front counter.
9. Did the kitchen look clean and organised?

Yes

Comment: The kitchen appeared well organised, clean and tidy. All the kitchen crew appeared to be working efficiently.

Team Appearance and Attitude

10. Did the crew appear happy?

Yes

Comment: The crew appeared friendly and attentive.

11. Were the crew responsive, energetic and eager to serve?

No

Comment: The crew demonstrated standard customer service and happy to take my order. The crew appeared distracted when placing my order. The
energy levels of the crew was not exciting or vibrant.
12. Were the crew in clean and approved uniforms?

Yes

Comment: All crew were wearing the appropriate GYG branded uniform. The crew appeared clean and well presented.

Ordering
13. Did you wait less than 3 minutes in the queue before placing your order?

Yes

Comment: I was very impressed to receive service only seconds from approaching the front counter.
14. Did the crew member acknowledge and welcome you in a friendly way?

Yes

Comment: Lizeth T gave a vibrant welcome and said, 'Hola' as I approached the front counter.
15. Did the crew member make the ordering process fast and easy?

No

Lizeth T had troubles in answering my questions. The female crew member (1) beside Lizeth T - 164cm, long black hair tied in a ponytail, 20s and well
presented - came to the assistance of Lizeth T. The female crew member (1) appeared to confidently answer my question. Lizeth T demonstrated more
efficient customer service when taking my order.
16. Was the crew member knowledgeable about the menu?

Yes

Comment: The question: "Is your meat free range and/or organic?.'
Lizeth replied 'Yes.' I further asked Lizeth 'The beef also is free range or organic? The female crew member intervened and stated, 'Just the chicken is
free range.'
17. Did the crew member recommend additional menu items to enhance your meal?

Yes

Comment: Lizeth T kindly asked if I would like guacamole with my order. Lizeth T also kindly asked if I would like a drink with my order.
18. Did the crew member repeat your order back to you?

Yes

Comment: Lizeth T repeated my order back to me clearly.

19. Were you offered a GOMEX Loyalty Card OR asked if you had one?

Yes

Comment: Lizeth T did ask if I had a GOMEX card, however Lizeth T did not ask if I would like to sign up for a card.
20. During the entire ordering process, was the crew member friendly and positive?

Yes

Comment: Lizeth T demonstrated a friendly and pleasant manner.

Food Delivery
21. Was your meal received within the required time frame? (i.e. Takeaway within 4 minutes, Dine In within 8 minutes)?

Yes

Comment: Very efficient arrival of my meal. I was impressed to receive the meal within 15 seconds of sitting at my table.
22. Was the crew member friendly when they delivered your order?

Yes

Comment: The female crew member (2) - long black hair in a lovely braid, 20s, 157cm, wearing long earrings, blue denim knee length shorts, a striking
bright yellow t-shirt and bright yellow cap - appeared to be focused on delivering meals.
23. Were you thanked upon receiving your order?

No

Comment: The female crew member (2) did not thank me upon receiving my order. There was no eye contact only a slight smile.
Lizeth T did not hand me a receipt from my order. The female crew member (1) re-printed a receipt for me.

509 - 5/8

24. Were you informed about the free salsa station during your visit?

No

Comment: Throughout my visit, I was not informed about the free salsa station.
25. Was the crew member knowledgeable and able to answer your questions about the salsa station?

No

Comment: The question: 'Which salsa is the hottest?' Lizeth T appeared to not have the knowledge to answer my question. The female crew member
(1) again, intervened and clearly stated, 'Habanero.'

Product
26. What food did you order?
Burrito
Fajita Burrito
Burrito Bowl
Fajita Burrito Bowl
Mini Burrito
Enchilada
Nachos
Tacos
Quesadillas
Salad
Other (please provide details below)
Comment: I ordered a Mild Beef Salad.
27. Did you receive the correct food order?

Yes

Comment: A Mild Beef Salad was delivered to my table.

28. Was the food packaged and presented correctly?

Yes

Comment: The Mild Beef Salad was presented in a takeaway container.

29. Was the food fresh and served at the correct temperature?

Yes

Comment: All ingredients were served at the appropriate temperatures and appeared fresh.
30. Were all condiments and utensils available for you at the salsa station?

Yes

Comment: There was a sufficient supply of condiments and utensils available at the salsa station.
31. Was the salsa station clean and tidy?

Yes

Comment: The salsa station was kept clean and tidy. No food crumbs or rubbish appeared around the salsa station.

Departure
32. Did anyone ask if you enjoyed your meal and/or experience?

No

Comment: There were no crew members who approached me and asked if I was enjoying my meal, nor being asked if I was enjoying myself.
33. Did the crew acknowledge and thank you when you left?

No

Comment: Upon exiting the restaurant, I did not receive an acknowledgement or thank you from any of the crew members.

Overall Experience
34. Please evaluate your overall satisfaction with the "Total Customer Experience" at the store today.
Extremely Satisfied
Very Satisfied
Satisfied
Dissatisfied
Very Dissatisfied
Comment: There was nothing exciting or uplifting about the level of customer service I received today. Lizeth T and the female crew member (1)
appeared to be just doing their job however appearing friendly enough.
35. Did the crew make you feel welcomed and comfortable?

Yes

Comment: Lizeth T and the female crew member (1) demonstrated a pleasant attitude which made me feel welcomed and comfortable, although to a
satisfactory level.

509 - 6/8

36. Would you recommend the GYG experience (food and customer service) to your friends/ colleagues?

Yes

Comment: I would recommend the overall GYG experience to friends and colleagues because the meals served are fresh and delicious and at a
reasonable price. The presentation of GYG is vibrant and colourful which makes for a pleasant dining experience. I am impressed to know that GYG are
making a difference for the under-privileged Mexican children and donating funds from their restaurant to this worthy cause. Keep up the great work.
Please attach an image of your receipt and/or an image of your order/meal.
Comment: Mild Beef Salad - $11.50.

509 - 7/8

509 - 8/8