Walk-through Audit for Pang’s Kitchen

Hello, we are from the Macau University of Tourism and we are conducting a survey to find out what you think about the service experience at Pang’s Kitchen. Please answer the following questions.

1. Was it easy getting to the restaurant?
2. Are the restaurant’s opening hours acceptable?
3. Did you arrive alone or with others?
4. Where did you hear about this restaurant: [Check all that apply]
5. What is the primary reason for your come?
6. 6. How many hours did you spend in the restaurant? ______ hours
About Reservation

a.The reservation process is prompt.

b.The reservation process is friendly.

c. The details (Name, phone number, number of people, allergies, special requirements) were asked.

d. The staff can answer the questions you asked during the reservation.

e.The staff mentioned about important information (e.g. dress code).

f.The staff repeated the reservation information to double check.

g. The restaurant sent you a confirmation text message.
About Arrival and seating

a.The staff greeted you promptly with smiles when you arrived.

b.The staff seated you promptly when you arrived.

c.The waiting time being seat was acceptable.

d.The restaurant's lighting meets your expectations.

e.The restaurant's temperature meets your expectations.

f.The restaurant's music meets your expectations.

g.The restaurant's sanitation meets your expectations. 

About Place Order

a.The staff introduced themselves.

b.The staff can provide services according to the language you speak.

c. After you arrive, the staff can bring you a welcome drink promptly.

d. The staff can present the menu promptly.

e.The staff will ask you about your taste preferences.

f.The staff will ask you about your taste allergens.

g.The staff can warmly introduce the dishes to you.

h.The staff can recommend dishes to you according to your needs.

i.The questions you asked during the process can be answered.

j.The order can be placed right after your order. 

k.The staff double checked the information (allergies or preferences) you mentioned during the reservation.

About Dining Experience

a.The staff can accurately place your order in front of you when serving food.

b.The staff will introduce the dishes and the best way to eat them

c.The requests for advance notices have been handled properly, such as birthday arrangements and allergy notes.

d. Your needs and problems encountered during the meal were well addressed.

e.During the meal, the staff will serve you with a smile.

About Billing and Farewell

a.The billing process was efficient.

b.The bill items were clear and easy to understand.

c.The bill was accurate.

d.The payment options could meet your needs.

e.The staff asked about your dining experience.

f.The staff farewell with warm smiles.

g. You are willing to visit the restaurant again. 
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