Your Score

100%

675/675 points



your awards ranking

1/30



awards average

90%

30 Report

your business v competition

your sectional scores
Overall : (675/675)
100%
Arrival & Greeting : (65/65)
100%
Ordering & Knowledge : (70/70)
100%
Waiting Time & Delivery : (35/35)
100%
Payment : (55/55)
100%
Staff : (50/50)
100%
Management : (60/60)
100%
Drinks & Food : (150/150)
100%
Environment & Toilet Facilities : (90/90)
100%
Satisfaction : (100/100)
100%

Question

Score

Answer

Purchase Receipt
FOOD & DRINK
Date of Visit  
11/1/2013
 
Day of Visit  
Fri
 
Time of Visit  
12:15
 
Number of Staff present
4
 
Number of Customers present  
11
 
Full name(s) of all DRINKS and FOOD ordered and consumed on Visit  
I ordered a Hot Chicken Baguette and a portion of chips and a small Americano coffee.
Total amount spent on ALL drinks and food
£7.10
 
Names and/or physical description of ALL staff that you INTERACTED with only  
I was greeted at the counter by a female member of staff in her late 20's, 5'5" tall, with dark brown hair tied back, wearing a black polo shirt and black trousers, covered by an apron.

The chef who brought my meal was in his late 30's, 5'9' tall, with short black hair, wearing glasses and a black shirt and trousers, covered by an apron and wearing a black and white hat.
Arrival & Greeting  
1. Were you greeted/acknowledged within 30 seconds of being at the bar/counter, or if going straight to a table, did someone acknowledge you within 1 minute?
Achieved
25/25
1a. What type of greeting/acknowledgement did you receive? (info only)
Verbal
 
2. Were you offered a choice of tables? (if available/applicable)
N/A
5/5
3. Were you shown to your table? (if applicable)
N/A
5/5
4. Was your 'greeter and seater' polite and friendly? (if applicable)
Achieved
15/15
5. Were you either: handed a menu, or was a menu available on the bar/table/wall etc?
Achieved
5/5
6. Was the menu, table and the promotional literature (if applicable) clean?
Achieved
10/10
Please explain/support any Negative responses thoroughly:
n/a
Ordering & Knowledge  
1. Were you told about any "Specials"? (if applicable)
Achieved
10/10
2. Were you told of any unavailable dishes?
Achieved/None Unavailable
5/5
3. Was upselling on your food order attempted?
Achieved
25/25
4. Was upselling on your drinks order attempted?
Achieved
15/15
5. Were you offered anything else other than what you had ordered?
Achieved
15/15
Please explain/support any Negative (questions 1 thru 5) responses thoroughly:
n/a
Waiting Time & Delivery  
1. How long did you wait for your drinks?
04:00
 
2. How long did you wait for your food?
10:00
 
3. Was the food correct - i.e. what you had ordered?
Achieved
5/5
4. Were you invited to 'enjoy' your food, or similar comment made? If applicable to venue
Achieved
5/5
5. Were you offered condiments, or were they at least available to you? If applicable
Achieved
5/5
5a. Were the condiments clean? If applicable
Achieved
10/10
6. Did anyone verbally check back with you during/after your meal? If applicable to venue
Achieved
10/10
Please explain/support any Negative responses thoroughly:
n/a
Payment  
1. Was your table cleared in one visit once your meal was finished, AND had everyone finished eating first? If applicable to venue
Achieved
5/5
1a. Had everyone finished eating before the table was cleared? If applicable to venue
Achieved
10/10
1b. How long after everyone had finished eating was the table cleared?
03:00
 
2. Were you asked if you wanted anything else? If table cleared - if applicable
Achieved
10/10
3. Did the Staff member know the methods of payment?
Achieved
5/5
4. Was your bill/payment delivered/dealt with promptly and was it also correct?
Achieved
5/5
5. Was the payment process efficient AND friendly?
Achieved
10/10
6. Were you thanked AND invited to return?
Achieved
10/10
Please explain/support any Negative responses thoroughly:
n/a
Staff  
1. Were ALL Staff who served you upbeat and helpful?
Achieved
20/20
2. Were all floor staff well presented?
Achieved
20/20
3. Did you feel that the 'front of house' area and ALL staff were well organised and efficient?
Achieved
10/10
Please explain/support any Negative responses thoroughly:
n/a
Management  
1. Was there evidence that the venue was actively being managed?
Always
20/20
KEY: Always = 20, Sometimes = 5, Not at all = 0  
Name (if known) or describe who you thought to be in charge:
No name known, but there was a female member of staff in her early 30's, 5'5" tall, with long dark brown hair tied back, wearing a black shirt and trousers, dealing with two gentleman, who kept her eye on everything. I also noticed that in the kitchen the Chefs were observing staff.
2. Were any staff wandering aimlessly around?
No (Achieved)
20/20
3. If you had any reason to complain, OR witnessed another customer complaint, was this handled professionally and appropriately?
Achieved or N/A
20/20
Please explain/support any Negative responses thoroughly:
n/a
Drinks & Food  
Presentation  
1. Were ALL drinks presented well and of the correct temperature?
Achieved
10/10
2. Were ALL drinks served in clean, unchipped glasses/cups/suitable containers?
Achieved
5/5
3. Was there any spillage or overflow that was not cleaned off the glass/cup?
No (Achieved)
5/5
4. Was ALL food at the correct temperature and did it look well presented/appetising?
Achieved
10/10
5. Was ALL food served on clean, unchipped crockery/appropriate packaging etc?
Achieved
5/5
6. Did ALL food appear to be of the correct portion size, in line with menu descriptions?
Achieved
10/10
7. Was the cutlery presented in a timely fashion? (where applicable)
Achieved
10/10
7a. Was the cutlery clean?
Achieved
5/5
Please explain/support any Negative responses thoroughly:
n/a
Quality  
1. Did ALL drinks taste as expected?
Achieved
10/10
2. Did you enjoy ALL your drinks?
Achieved
10/10
3. Was ALL food of excellent quality? (appear fresh and cooked to perfection)
Achieved
20/20
4. Was your food tasty AND correctly seasoned?
Achieved
20/20
5. Did you enjoy ALL your food?
Achieved
20/20
6. Was food and drink value for money?
Achieved
10/10
Please explain/support any Negative responses thoroughly:
n/a
Environment & Toilet Facilities  
Atmosphere  
1. Was the lighting and music (if applicable) appropriate for the time of day? (info only - no score value)
Achieved
 
2. Was the style of music suitable (if applicable)? - no score value
Achieved
 
3. Were there any light bulbs blown?
No (Achieved)
5/5
4. Was there a 'friendly' atmosphere?
Achieved
10/10
5. Was the temperature comfortable? (info only - no score value)
Achieved
 
Please explain/support any Negative responses thoroughly:
n/a
6. Please rate the OVERALL Atmosphere: 0-10 scale where 0=poor and 10=lively and fun (info only - no score value)
10
10/10
Please give a SUMMARY of your Atmosphere rating:
The Cafe advertised itself as a Soul bar and it did exactly that. It had memorabilia on the walls and had comfortable leather seating and a varied selection of seating, giving a homely feel. The music choice was excellent for the venue. Staff were knowledgeable on the type of music played and the atmosphere was laid back, yet fun and there was no rushing the customer out. It was perfect to enjoy nice food.
Outlet Image  
1. Were fascias, windows and doors clean/ in good repair?
Achieved
10/10
2. Was all point of sale/promotional information on display and up to date?
Achieved
10/10
3. Was the bar/counter top / area and floor clean AND dry?
Achieved
10/10
4. Were all signs and promotional material/posters etc. clean and well presented?
Achieved
5/5
5. Were tables frequently cleaned and cleared where appropriate?
Achieved
10/10
Please explain/support any Negative responses thoroughly:
n/a
6. Please rate the OVERALL Cleanliness & Image: 0-10 scale where 0=poor and 10=excellent (info only - no score value)
10
10/10
Please give a SUMMARY of your Outlet Image rating:
The posters and displays were in keeping with the venue. Staff regularly wiped down tables and cleared them and kept all areas tidy. The floors were clean and kept clear. The outlet reflected the Soul theme extremely well and had very interesting memorabilia displayed.
Toilet Facilities  
Which Toilet Facilities did you check?
Female
 
If 'other' which toilets were checked?
 
 
Time of Visit to Toilets
12:20
 
1. Did your cubicle door/lock work?
Achieved
5/5
2. Were all flushes/taps/seats/sinks in good working order?
Achieved
5/5
3. Was the floor and counter clean and dry, in addition to area being fresh smelling?
Achieved
5/5
4. Were the mirrors clean?
Achieved
5/5
5. Was sufficient soap and toilet paper present?
Achieved
5/5
6. Were ANY hand drying facilities available? (towels/heated drier e.g)
Achieved
5/5
Please explain/support any Negative responses thoroughly:
n/a
Satisfaction  
1. Would you return based on today's experience? Rate using a scale of 0 to 10, where 0 = Never and 10 = Definitely.
10
50/50
2. Would you recommend to others based on today's experience? Rate using a scale of 0 to 10, where 0 = Never and 10 = Definitely.
10
50/50
KEY: 10 = 50, 9 = 45, 8 = 40, 7 = 35, 6 = 30, 5 = 25, 4 = 20, 3 = 15, 2 = 10, 1 = 5, 0 = 0  
Please give a summary of your ratings for both:
I would most definitely return and would have no hesitation in recommending the venue to others. It was a lovely place to enjoy the atmosphere of the soul era, both past and present and people could enjoy looking around at the memorabilia displayed. The food was well presented and there was a choice of hot and cold dishes. There was a varied selection of both alcoholic and non alcoholic drinks available and staff were pleasant and efficient. It was nice to spend time relaxing and enjoying the atmosphere.
Town Centre Knowledge (info only)  
1. Was the staff member an 'Ambassador' for Liverpool in terms of:  
a. Knowledge shown about the Town?
Met
25/25
b. Quality of answer given?
Met
25/25
c. Level of detail given?
Met
25/25
d. Passion and/or commitment to the Town Centre?
Met
25/25
Please explain/support any Negative responses thoroughly:
n/a
Narrative of Visit  
I entered the Cafe to see a female member of staff discussing business with two gentlemen at a table. Customers were eating and drinking. There was a female member of staff with dark brown hair working behind the counter. When I approached her she smiled warmly and said 'Hi. Are you OK? Can I help?' I said 'Hello, yes please, could I see a menu and where would I sit?'
She said 'There's a menu here you can look at and you can just sit anywhere, then when you're ready to order, just come up to the counter.'
I looked at the menu and said 'I don't know what to choose. What would you recommend?' She said 'What do you feel like, something hot or cold?' I said 'Something hot I think.' She said 'OK, well there's the soup of the day which is spicy tomato, there's some soul food specials on here too, or what about a baguette? The ham and cheese melt's really nice, or the hot chicken and stuffing. They're all freshly prepared on warm crusty bread.'
I said 'Do you use all fresh ingredients?' She replied 'We do. Everything's prepared here, so we can do vegetarian options and adapt the menus to suit, so we can add or take out ingredients as you wish, like no butter.' I said 'It sounds great. I think I'll have a hot chicken baguette without stuffing please.' She said 'No problem. Would you like any side orders?' I said 'Yes please, I'll have a portion of chips.' She said 'And anything to drink?' I said 'Yes, an ordinary coffee with some milk please.' She said 'Would you like a medium or small?' I said, 'Just a small thank you.'
She then said 'OK, if you find a table I'll bring your coffee over to you.' I said 'Thanks. Do you know if you'd be able to take group bookings?' She said 'We can do. We don't have a lot of space, but up to 10 wouldn't be a problem.' I said 'That's fine. That would be about the number I had in mind. How would I book?' She said 'You could just give us a ring a day or two before, but on Fridays and Saturdays we have live music, so it can get a bit busy, so if you could give us a bit more time then that would help.' I said 'That sounds fun. If there was a disabled guest would you be able to accommodate them?' She said 'If they were in a wheelchair, then unfortunately, no. This is an old building, and due to the design, we're limited to space and even our toilets are downstairs, and there's nothing we could do to change that.'
I said 'That's OK, I understand. Could I go to the toilet now before my meal?' She said 'Of course. We have a key system, so here it is. They're at the bottom of the stairs.' I took the key and went to the toilets. They were located in the basement and were well maintained. They were spotlessly clean and smelled fresh. There was a plant and hand wash on the sink unit and outside was a table with various literature on.
When I returned to the Cafe my coffee was brought to me. It was in a large cup, which was nice, as I'd just ordered a small coffee and it came with a separate jug of milk and there was a Nice biscuit on the saucer. Sugar was on the table in a dispenser. After 10 minutes, one of the Chefs with the short black hair brought my meal. He placed it down and said 'I hope you enjoy it. Do you need anything else?' I said 'Thank you, could I have some vinegar and some salt please?' He said 'No problem, I'll bring them to you.' He brought them to me and smiled as he placed them on the table.
The chicken was fresh in the warm baguette and there was a nice crisp salad with a separate bowl of chips. The member of staff from the counter came by to clear some tables and asked 'Is everything OK for you?' I said 'It is. It's lovely thank you.'
People were eating and drinking and there was nice soul music playing. The walls had memorabilia around them. When the member of staff passed by again I asked 'Where do I pay?' She said 'You can just come up to the counter whenever you're ready.' I said 'Thank you. Do you take cards?' She replied 'Yes we do.' When I had finished everything, she returned to clear my table and asked 'Can I get you anything else to eat or drink?' I said 'No thanks. That was lovely though, I'll pay now.' She said 'No problem', and went to the counter.
As I was paying I asked 'Did this used to be part of Soul FM?' and she said 'It did, they were set up in the back there broadcasting.' I said 'It was great music wasn't it? What a shame it finished.' She said 'It was. It was so popular.' I said 'There's not much available like it now is there?' She said 'Sadly, no. You must try to get back one evening and come to listen to our live music.' I said 'I will, I'd love to.' She handed me my card back and I said 'Could I have a receipt please?' She said 'I'll write it on here for you, and it's got our number on if you want to book your group.' I said 'Thanks very much. Goodbye.' She said 'Thank you. Hope to see you again. Enjoy your afternoon.'
Narrative of Town Centre Knowledge  
I asked 'Do you know where the cop shop is?' She smiled and replied 'It's near the St Johns Centre, which is about 10 minutes away, if you head towards Central Station and carry on to the lights, then turn left and you're there.' I said 'Thanks for that. Do you know what happens at the Bandstand?' She said 'Oh yes. It's brilliant. There's bands and singers on and it was heaving at Christmas. I'm not sure if there's that much on at the moment, but I'll ask.' She asked a member of staff and they said it was just buskers. She replied 'It's just buskers at the moment, but even so, worth going to have a look.'
'WOW' Factor  
1. What was exceptional about the service?
The service was prompt and efficient.
2. What was exceptional about the staff?
Really upbeat, attentive and made the experience personal and welcoming.
3. What was exceptional about the venue itself?
The venue was different. The atmosphere was perfect for what it was advertising as a Soul cafe. It had a nice environment to listen to soul music, both past and present and had interesting memorabilia to look at. It was clean and well kept and customers were not rushed, but invited to relax and enjoy their purchases. There was the chance to listen to live music as well at weekends.