Mystery Guest Research

At Thursday July 29th we did a mystery guest research at the Waffle House in Tempe. We tested the quality of the food, service and the prices.

On our way to the Waffle House we searched for promotional activities on the side of the road. We couldn't find anything. When we arrived we noticed the big yellow logo at the outside of the building. The building itself looked simple and maintained with red canopies. We didn't see menus at the outside, except some offers. The location is easy to reach by bus, but it isn't really well-known amongst the locals. Parking spaces are limited.

The first impression of the inside was simple and looked like a typical American diner (red cushions for the sofas and chairs; they also have a jukebox). There's no extra decoration present. The menu is already placed on the tables and at the same time it is served as a place mat. There were clear pictures of the food on it and they were large. They have an open kitchen and it looked pretty clean.
The people who were eating at the Waffle House were mostly families and youth.

We were immediately greeted by employees. Their uniforms are all the same: black aprons and caps with the logo on it. They were wearing gloves when they prepared the food. The service was very fast and the personnel was very friendly. They started a conversation and even made some little jokes. When we asked for new cutlery, we got it right away. When serving a waffle, a employee asked if it wasn't to dark and also the butter came aside. They were cleaning regularly. The farewell was very friendly.

The quality of the products was good. The quantity was maybe not as much as Americans are used to. For us it was perfect! The price-quality ratio is good to perfect. The serving of the food was not that special and looked simple. The cutlery was clean but there were some fluffs on it.

Some other things we noticed, were: there were house rules and some certificates hanging on the wall.