Mystery Shoppers 2020 Members Shlok Desai Harry Qu

Mystery Shoppers 2020 Members Shlok Desai Harry Qu Aditi Patade Nidhi Sanghavi Angela Fu

Places visited Place Meal (Lunch/Dinner) Members DC Bytes Lunch Harry, Aditi, Angela, Nidhi DC Bytes Dinner Shlok South Side Marketplace Lunch Shlok, Harry, Aditi, Nidhi, Angela

DC Bytes Bao with fried rice and Vegetable Spring Roll Chana masala with Rice Salmon Poke Bowl

Quality of Food Taste, presentation and freshness

Persona 1 - Vegetarian Meal- Chana Masala with Rice ● Vegetarian options available with good portion sizes ● Spent about 20 minutes to get the food ● Very busy during lunch time ● In the rice I ordered, I found a piece of rice noodle which was unexpected ● Food looked fresh and appetizing ● Rating- 3. 5/5

Persona 2 - Picky Eater Bao with fried rice and Spring Roll ● Lunch time. ● Got my food within 5 mins. ● Menu is slightly confusing for the first timer (not able to understand the portion of the food by looking at the menu) ● Fried rice was not upto my expectation. ● Sauce in the bao was overwhelming. ● Rating- 3/5

Persona 3 - Halal Meal- Butter Chicken with rice ● Visually appealing meal with nice aroma. ● Visited during dinner time and spent nearly 5 min to get food after ordering ● Quantity of food was appropriate based on pricing. ● Great customer service, provided recommendation based on dietary restrictions. ● Rating- 4/5

Persona 4 - Lactose Intolerance Salmon Poke Bowl - Build Your Own ● Very fresh ingredients ● Flavours blended well together ● Variety of flavours and textures ● Very filling and good portion ● Had multiple dairy free sauces ● Rating- 5/5

Persona 6 - Talkative Rolltation - Wasabi Tuna Bowl ● ● Presentation was very good ○ Ingredients look fresh ○ Arrangement fills out the bowl Quantity was more than enough ○ Helped to justify somewhat higher price ● Temperature was reasonable ● Tuna was somewhat bland ● Rating- 4/5

Variety and Menu Food options

Hakka Wok (Persona 1 - Veg, Persona 2 - Halal) ● Well organised menu with clearly mentioned pricing. ● Legible dietary restriction and balanced menu ● Lots of options for customizations available ● Nice categorization of meals

Rolltation ● ● Lots of variety and customization available ○ Build your own bowl or burrito ○ Lots of options for toppings, proteins, sauces etc Would like to see labelling for locally sourced food

Umami ● ● ● An option to choose the ingredients as per one’s need. Menu had clear indication about the dietary restrictions The line cook was kind enough to explain the options and answer the questions.

Customer Service

Rolltation ● Very good customer service and accommodating ● Though busy, did not feel rushed ● Fast service and efficient ● Customer service in general could be more positive and outgoing ● Rating 4/5

Umami ● ● ● Busy, yet accommodating Understanding Did not feel rushed Staff was accommodative of specific needs Few staff member seemed more friendly compared to other.

Dining Area and Servery

● Needs more cleanliness in dining area ● Tables and chairs were not clean in the busy rush hour ● Need more seating areas to accommodate the large number of students

Overall Rating 3. 5/5 - DC Bytes

Recommendations

- More consistent customer service - Atmosphere of dining area - Cleaning on a more regular basis - Food contamination - Mostly Asian food options available- could improve by having more cusines - If food portion was slightly more than the current one, we can have filling meal in affordable price range. - Umami- Bao can be improved with subtle and mild sauces, such that all the ingredient contributes to the taste of the bao. Need more options to choose, something like eggs.

Southside Marketplace

Images “Make your own Pizza”

Chicken Shawarma and Fries

South Side Marketplace Quality: 5/5 - Taste, Presentation of Food, Quantity of Food Variety & Menu: 4/5 - Menu Display, Variety of Food, Well Stocked, Plating and Container Customer Service : 4/5 - Customer Interactions, Responsive to Dietary Restrictions, Transaction Knowledge Location: 4/5 - Location Cleanliness, Location Aesthetics, Speed Overall: 4/5

Quality of Food

Persona 1 - Vegetarian Meal- Customized pizza ● ● ● Good variety of toppings available No vegetarian protein options available Did not take very long to get the food Food was fresh and very good taste Would definitely come here again!

Persona 2 - Picky Eater ● ● ● Exceeded my expectations. Absolutely loved the food. There was a pizza on display, so I knew what to expect (size and portion). Easy to make choice, since there was an ordering form. It gave enough time to think and choose between the options given. The pizza was baked right in front of the customer, therefore it was warm till the last bite. Pizza turned out to be exactly the way I wanted. Rating- 5/5

Persona 3 - Halal Meal- Customised Chicken Pizza ● Convenient and time saving to write down the customizations and served fresh. ● Very less options for add- ons. ● Time consuming when lots of customers. ● Looked delicious and worth spending money on ● Nice options for combinations ● Rating - 3. 5/5

Persona 4 - Lactose Intolerance Food ordered: chicken shawarma, fries - Very large portion - filling Fresh and healthy - lots of veggies - - Did not feel overly heavy and saucy Nice combination of flavours Would be nice if there was more meat (mostly vegetables) Rating 4. 5/5 I was told that the garlic sauce was lactose free, but I am not sure if that is actually the case? When I ordered, I felt very rushed, and felt like the employee just brushed off my “lactose intolerance”

Persona 6 - Talkative Chef and Farmer - Pulled Pork Sandwich ● ● Presentation was very good ○ Ingredients look fresh ○ Arrangement fills out the bowl Quantity was more than enough ○ Helped to justify somewhat higher price ● Temperature was reasonable ● Tuna was somewhat bland ● Rating- 3. 5/5

Variety and Menu

Paramount Lebanese Cuisine ● Good variety ● Simple menu - not confusing to understand

Customer Service

Paramount Lebanese Cuisine ● VERY busy and hectic ● Felt rushed ● Felt like employees had attitude when asked questions ● Staff could have been more friendly.

Gourmet Pizza ● Long queue. ● Moderately busy. ● Took 15 mins in the queue before placing the order ● Staff was not following hygiene rules. Pizza was made without wearing gloves. ● Rating- 3/5

Dining Area and Servery

● VERY busy and hectic ● Packed ● Little seating ● Loud

Overall Rating 4/5

Recommendations

- More “user-friendly” - - Hygiene - - Harder for newcomers to order Glove use Attitude of employees Staff member must follow the hygiene rules and regulations. One of the staff was not wearing gloves while preparing the pizza in Gourmet Pizza Section. Also, they could have been more friendly. I got a smile only from a cashier.

Experiences at South Side Marketplace ● ● Was able to get hot freshly made lunch within 15 minutes. Good portion of food. Satisfies hunger with respect to the amount of food and taste. Spacious dining area. Can enjoy meal while working.

Hi all, please add your individual ratings in this table. We can compute an average for both the places and their respective parameters. This slide will be deleted. *Slide for polling* Places DC Bytes Quality of Food Shlok Angela Aditi Harry Nidhi Variety of Menu Customer Service South Side Marketplace Dining area and servery Quality of Food Variety of Menu Customer Service Dining area and servery