© 2009 GAPbuster Worldwide making experiences count

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Please carefully review your shop guidelines as there are many updates to this program

Effective April 1, 2013

Background

Buffalo Wild Wings Grill & Bar is one of the Top 10 Fastest-Growing Restaurant Chains in the country. In addition to

being a “New York-styled” place for wings, Buffalo Wild Wings (a.k.a. “B-Dubs”) is also a sports bar, complete with a

full menu featuring everything from salads to appetizers to burgers, and a variety of specialty items. All this is served in

a relaxed, comfortable atmosphere where customers hang out with friends, play trivia (Buzztime Trivia system), and

watch their favorite games on one of their many big-screen TV’s. Buffalo Wild Wings is a fun, edgy, high-energy, and

easygoing restaurant (much like the personalities of their Guests). BWW has a brand focus on: Wings. Beer. Sports.

Shop Summary

The general purpose of this shop is to evaluate the customer (Guest) experience when dining at a Buffalo Wild Wings

restaurant. Buffalo Wild Wings takes great pride in providing a fun, personable atmosphere for Guests to enjoy great

food in a timely manner. BWW strives to satisfy all customer types … whether people are coming in for a quick bite

over their lunch hour or are hanging out to watch the big game and banter back-and-forth with friends and staff about

their favorite teams.

In addition to observing standard elements of the service and environment, this shop is designed to measure the

amount of time certain experiences are taking such as being greeted, being seated, and delivering your food and

beverages. During this shop, Buffalo Wild Wings also wants to confirm that their staff is engaging with customers so

that patrons leave the restaurant feeling like a valued customer.

IMPORTANT: You will be asked to purchase a food item and a beverage (please check your beverage

scenario in order to determine what beverage you MUST order) during your mystery shop. You will also be

asked to evaluate the timeliness of your orders, whether they were provided at an appropriate temperature

and if proper requests for identification were requested (in the event of an alcohol order). Buffalo Wild Wings

measures their service down to the minute! It is imperative that you record these times accurately during

your mystery shop. You will not be responsible for determining whether BWW’s time constraints were met.

Rather, the times you enter in your report will be used to calculate compliance for certain tasks.

Please make sure to data enter your survey within 12 hours of conducting your mystery shop or your

shop will be cancelled and you may not be paid or reimbursed.

You must take the shopper quiz within 24 hours of being assigned, and you must pass the quiz before

you conduct a shop. If either criterion is not met, your shop will be cancelled.

It is imperative to maintain your anonymity throughout the shop. You should not bring in materials (Shop Guidelines,

Questionnaire, etc.) or items (clipboards, pens, etc.) that will give away your identity as a Mystery Shopper. You should

appear as a normal customer. You may dine with one adult companion only if they also maintain anonymity, act

professionally, and let you focus on your shop. In addition to one adult, you may bring up to two children with you (see

page 3 for more details).

How to make sure you get paid for your shop

We value our shoppers and the time you invest in our clients. These guidelines thoroughly explain the requirements of

your shop. Please make sure to read over them carefully. We want to ensure that you get paid for your time,

however, in order to do that you have to complete the shop correctly by following all instructions contained within these

guidelines.

Buffalo Wild Wings MS Shop Guidelines

Dine-In

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Please note that these are the issues that will cause you to not be paid for your shop:

 Completing your shop prior or after your shop date. You are assigned to visit your location based on the initial

date you chose on the shop log. You must contact your scheduler in order to reschedule your shop. We shop

each of these locations multiple times and our client has requirements on the how close the shops can be

completed to each other. If you complete your shop on a date not assigned to you then your shop will be

invalid and you will not be paid.

 Completing your shop during the wrong timeframe. Double check your shop log and also review the notes in

the Shop Day and Time section to make sure you are visiting your location at the correct time.

 Not uploading an ITEMIZED receipt with the location information clearly visible. An itemized receipt is one that

lists out each item ordered by you and/or anyone with you. If you do not receive an itemized receipt, then you

MUST request one from the server while you are still at the location. Your shop will be invalid and you will not

be paid if you do not upload an itemized receipt.

 Not taking a photo of the outside of the store at the time you completed the shop. Old photos, photos from

previous shops, internet photos, Google maps photos, etc. will not be accepted.

 You must properly describe what is to the left and right of the location you are visiting. This will be asked

within the survey.

 Not passing the quiz with 100% BEFORE you complete your shop. Any shops that are completed before the

quiz is passed with a 100% score will not be accepted and you will not be paid.

 Not shopping the correct location.

 Not completing your shop according to the age/gender requirements or not completing the shop according to

the correct coke/beer guidelines. Please check your shop log for the correct age/gender requirements and to

determine if you are shopping a coke/beer scenario.

 Filling out the age/gender requirements question incorrectly. This question will not be clarified and your shop

will be invalid if you answer this question incorrectly. Even if you did the shop correctly, the invalid shop will

never be overturned and you will not be paid so please make sure you double check your answer to question

1.9.

 Not taking a photo of the outside of the store on a closed location. You will not receive the $3 closed shop fee.

 Not checking your Shop Log within 24-48 hours after you submit your report to see if the proofing team has

any updates or corrections that need to be made.

Shop Day and Time

Shops MUST be conducted during the day you are scheduled for and the time assigned on your shop log. You may be

assigned to shop during lunchtime (11:00AM – 2:00PM), dinnertime (5:00PM – 9:00PM), or late night (9:00PM – closing

time). Your assigned timeframe can be found on your shop log. If you do not follow your assigned timeframe, your

shop will not be valid and you will not be paid. Certain locations may have different operating days/hours. You must call

the location prior to your visit to confirm the operating hours. Do not visit the location without first verifying they are

open at the time you are scheduled for.

Late Night Timeframe Note: If you are shopping during the late night timeframe (9:00PM – closing time), you MUST

enter the restaurant at least 2 hours before closing to provide sufficient time for you to complete your shop. If you

enter late in the evening and exit in the early morning hours of the following day, when entering the date for your

shop, please choose the date on which you entered. For example, if you enter at 10 p.m. on February 8 and exit at 1

a.m. on February 9, you would enter February 8 when completing your online data entry.

Dinner Timeframe Note: If you are shopping during the dinner timeframe (5:00PM – 9:00PM), you MUST enter the

restaurant by 8:30 p.m. to provide sufficient time for you to complete the majority of your shop before the late night

timeframe starts at 9:00 p.m.

Closed Location Policy

You must physically visit the assigned location. If your location is closed upon arrival (i.e. closed for remodeling, does

not exist), you must take a photo and upload it at the end of your report after entering that you were unable to

conduct your shop. If a different business is located at this address, you are still required to take a picture of the front

of the store to verify your shop. This photo should capture the address of the location to verify that you are at the

correct address. If there is nothing at all at the address, you must still take a picture of whatever is there. If you do not

upload a photo for your shop, your shop will be invalid and shop payment will be denied.

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Shop Fee and Reimbursement

You will be paid $5.00 for successful completion of this shop. If your assigned location is closed during its normal

operating hours, you will be paid a $3.00 closed shop fee.

You will be reimbursed up to $15.00 for your meal. The amount that you will be reimbursed for your food and beverage

purchases will NOT be increased if you bring another Guest. You may include the value of your tip as part of your

reimbursement as long as the total reimbursement does not exceed $15.00. The tip amount must be clearly marked on

your uploaded receipt. You are permitted to use a gift card to pay for your purchase if you choose. If you choose to use

a coupon to pay for your meal, please be sure to provide the actual amount spent after the coupon was factored into

the bill.

If assigned a Canada shop, you will be paid in US dollars. When doing your online data entry, however, make sure to

enter your total cost of purchase in Canadian dollars so the dollar amount entered matches with the amount listed on

your receipt.

Purchase Requirements

Please note that you are to purchase at least two items:

A) Any food item (appetizer or entrée)

B) Drink

a. Coke product if you are assigned to the “Coke scenario”. Water, spritzers, tonic water or non-coke products

are not an acceptable beverage purchase.

b. Any alcoholic drink if you are assigned to the “Beer scenario”. You can order beer on tap (except for

Guinness) or any other alcoholic drink.

Shopper Qualification/Requirements

You only have 3 opportunities to pass the briefing notes quiz. Do NOT use the back button on your browser when

taking the quiz as it will record another failed attempt. If you fail the quiz, you will not be able to complete any shops

on this program for this round of shops. After clicking Finish on your quiz, make sure to choose “Take another pass

through this test” on the next screen as it will be your only opportunity to see which questions you missed and make

corrections.

Itemized Receipt Requirement

You must retain a receipt for the specific shop being entered which includes an itemized list of what was ordered. If

your server only provides you with a credit card receipt, then please request an itemized receipt immediately. Your

shop will be invalid and you will not be paid unless you have an itemized receipt. This also includes take-out receipts so

check the bag before leaving the location to make sure the server did include the itemized receipt. A clear and legible

photo of your receipt reflecting the address of your assigned shop along with the items ordered must be uploaded with

each shop report in order for your shops to be considered valid. Please be sure your receipt is a full image, correct and

clear BEFORE uploading it in your report. We cannot verify your shop without the correct, readable, itemized receipt,

and we will NOT accept receipts after your report is submitted. Our quality control department will be checking each

receipt to verify that the address, date, time, and receipt number matches our directory and what has been entered in

the shop report.

Reprinting receipts

Losing the receipt is not acceptable. However, if a receipt is destroyed or somehow tampered with by a Buffalo Wild

Wings store associate, then you may get the receipt reprinted before leaving the restaurant. If the date on a reprinted

receipt matches the day of the shop AND the time is very close to the time of the shop, the reprinted receipt will be

accepted. If the reprinted receipt reflects a different day from the actual date of the shop, it will not be accepted.

Please be sure that your receipt is an itemized receipt, so that all items can be verified. *If your receipt is not an

itemized receipt, your report will be invalid and you will not be paid.

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Example of a Purchase Receipt

NOTE: Some receipts will include an invitation to a Guest Feedback Survey at survey.buffalowildwings.com. Since you

have come to BWW as a mystery shopper and not as a real “Guest,” you are not eligible to fill out this online survey. Of

course, if you go back to BWW as a Guest in the future, you are more than welcome to fill out a survey at that time.

Shoppers Bringing their Families / Kids

 For families with younger kids (less than 7 years old) there must be 2 adults. For example, it cannot

be Mom alone bringing a 5 year old and 6 year old.

 There must not be more than two kids per visit.

 The number of guests per family, including the shopper, must not exceed 4.

Shopper Rotation

Shoppers are restricted from visiting the same location twice within the same rounds of shops. A round of shops does

not follow calendar month dates. For instance, the April 2013 round lasts from:

Round 1: Apr 1

– Apr 28

Each shopper can complete up to 10 Buffalo Wild Wings shops within one round as long as the rotation restriction is

followed.

For Shoppers Assigned a Specific Gender and/or Age perspective

A shop will require the

perspective

of one of the following gender or age ranges:

 Male, 18-44 years old

 Male, 21-44 years old

 Male or female, 18-44 years old

 Male or female, 21-44 years old

 Male, any age

 Any gender, Any age (no restrictions)

While Buffalo Wild Wings is interested in feedback from all of their customers, they also want information from specific

groups of people. So, if you are assigned to or self-assign a shop, you must check your shop to make sure you are

either that specific age/gender or that you can bring someone along with you in that specific age/gender (if you bring

someone from that age/gender requirement then your receipt must reflect that at least 2 people dined). Also, when

filling out the report you should make sure that the feedback is based on the person who fits the specific age/gender of

your assigned shop. While most all of our shoppers demonstrate professionalism in their work and assignments, we

have had a couple of shoppers answer question 1.9 dishonestly. Shops can be verified via location videotape and

shoppers have been removed from this program for reporting incorrect information on question 1.9.

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To determine which

perspective

a shop is, you can look at the job board in the “days of the week” field that is found in

the “Shop Information” section for the assigned perspective of a shop:

Once you are assigned a shop, the assigned

perspective

will appear on your shop log:

Here is a chart to help you know how you determine how to fill out question 1.9:

If you

are…

Assigned the

gender/age

perspective

…

And you completed

your shop…

Your answer to 1.9 must be:

Anyone

Any gender, Any

age

By yourself or with others

Choose the category that you or your

guest fall into.

Over 44

Any gender, 18-44

years old

With someone who was

18-44 years old

Male/Female bringing 18-44 year-old

Over 44

Any gender, 21-44

years old

With someone who was

21-44 years old

Male/Female bringing 21-44 year-old

Female

Male of any age

with a male companion

Male/Female bringing 18-44 year-old

Male OR Female bringing Male 45+

Female

Male, 18-44 years

old

with a male companion

18-44 years old

Male/Female bringing 18-44 year-old

Male

Female

Male, 21-44 years

old

With a Male companion

21-44

Male/Female bringing 21-44 year-old

Male

Male 18-44

Male 18-44 years

old

By yourself or with others

I am a Male 18-44

Male 18-44

Male, 21-44 years

old

With a Male companion

21-44

Male/Female bringing 21-44 year-old

Male

Male 21-44

Male 18-44 years

old

By yourself or with others

I am a Male 21-44

Male 21-44

Male, 21-44 years

old

By yourself or with others

I am a Male 21-44

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For shoppers assigned a specific (i.e. Male) perspective, you must discreetly get the assessment of your companion and

enter the data from your companion’s perspective.

 For the restroom (Section 7), the person of the assigned gender (i.e. Male) must evaluate the

restroom and carefully report back on its condition.

 Server engagement on a personal level, pleased to have this server again, and overall comments

(Section 8) must also be answered from the perspective of the individual meeting the assigned

gender and/or age.

Coke/Beer Shop scenarios (new starting April 1

, 2013)

A dine-in shop will assigned as one of the following that will be displayed in the same days of the week field as the

age/gender restrictions:

Coke Shop:

If you are assigned a Coke shop you are required to Dine within the restaurants dining area, either on the main floor or

outdoor patio. You must order a coke product if you are assigned to a Coke Shop.

Beer Shop:

If you are assigned a Beer shop you are required to Dine-in within the restaurants bar area, either on the Hi-top tables

or the bar counter. Furthermore, we would need either you or your companion to be above the age of 21 with proper

identification (as a purchase of an alcoholic beverage is needed). You must order an alcoholic beverage if you are

assigned to a Beer shop scenario.

Special Considerations for Shops at Airport Locations

 Make sure you enter the local time at the airport as your time of entry and exit.

 You will not need to evaluate the exterior or restroom for an airport location shop.

Exterior Photograph

You must also provide an exterior photograph of the Buffalo Wild Wings restaurant. Please be sure that this picture is

clear and adequately displays the place of business. Take this photo discreetly. Also, every photo must be unique to the

specific shop you conducted on that day. If we are unable to confirm you have visited the correct BWW location based

on your picture of the restaurant’s exterior or that the photo provided does not go in line with the day of your shop,

your shop may be rejected. It does not matter if you take this photograph on your way in or out, whichever is easiest

for you. You cannot use a photo from a previous shop or one from Google Maps or any other online map/picture

program.

How to Conduct the Shop

You must have a watch with a second hand to record several time aspects of your visit, including when you first enter

the restaurant. If you have a stopwatch function on your mobile phone, you could use it as well. Do NOT use an actual

stopwatch.

You must complete your assignment as follows.

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EXTERIOR EVALATION

1. Prior to entering the restaurant, observe the parking lot and sidewalks surrounding Buffalo Wild Wings.

Determine if they are free of debris. Also assess the condition of building’s exterior, landscaping, and lighting (if

dark outside). Some questions may not apply to all locations (e.g., at an airport or inside a large mall).

GREET AND SEAT

2. Note the time that you walk into the restaurant’s front entrance. Time how long it takes a Buffalo Wild Wings

Team Member to acknowledge or greet you. This should be almost immediately.

Please note that you could be greeted by a manger that is working the door, someone at the take-out counter,

the actual greeter behind the greeter (host/hostess) stand, or any other BWW employee. The greeting time is

very important, but timing it precisely on your watch isn’t necessary. For this step only, please perform a

general count in your head to determine how many seconds it took before you were greeted by a BWW

employee.

3. Please pay close attention to the Team Member who greeted you. Note their name (if possible) and

appearance, as well as their uniform. The Team Member’s name can be found on the back of his/her uniform.

4. Assess whether there is a line and whether you are told there is a wait to be seated. If you are quoted a wait

time, be sure to note whether their time estimate was accurate. When entering your wait time during online

data entry, if you were quoted a range (e.g., 20 to 30 minutes), you should enter the high end of your wait

time (e.g., 30:00) at 3.11.

Please note that you may sit anywhere in the restaurant that you would like: at a table or booth, at the bar

counter, or on the outdoor patio (if applicable). Please review your assigned scenario which provides direction

on where you must dine at the restaurant. Take-out shops are not valid if you are assigned to a dine-in shop.

The following table will assist you in filling out your questionnaire.

Questionnaire Text

Area/Type of Seating in Restaurant

Dining Area: Main Floor

At a table or booth, in the dining area.

NOT at the bar counter and NOT on the outdoor patio. (You cannot sit in the

main floor dining area if you are doing a “beer shop” scenario.)

Dining Area: Outdoor

Patio

On the outdoor patio

(You cannot sit in the main floor dining area if you are doing a “beer shop”

scenario.)

Bar Area: Bar Counter

Seated directly at the bar counter. NOT just at a table or booth in the bar area.

Bar Area: Hi-top Table

Seated near the bar counter, within the bar area

5. Note the process of the greeter as you are seated. In addition to seating you, did they direct you to the

beverage menu before leaving you at your table?

Note: Even if you are a frequent patron of Buffalo Wild Wings, please do not give the impression

that you are fully aware of the menu. Rather, every shop should provide the greeter and server the

opportunity to explain the menu, point out any specials, make recommendations, etc.

6. When seated, evaluate the cleanliness of you table and the condition of the condiments and menus. Condiment

caddies should be stocked with ketchup, salt, and pepper, and there should be wet naps where you would

normally find sugar packets in a different restaurant.

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Note: Please take note of what percent of the tables were occupied and how many BWW team members you

observed during your shop.

7. Make a mental note of the atmosphere. You will be asked about the restaurant’s lighting, temperature, and

music and/or television loudness.

Note: Compared to other restaurants, the sound level

should be slightly higher and livelier. You should still be able

to have a conversation with your companion or server. Also,

when a big game is on, the TV sound is on and the music is

turned off.

8. When being introduced to your server, please note the time

it took you to be greeted after sitting down, the server’s

name, appearance, and uniform. The server’s name can be

found on the back of his/her uniform. If you are visiting a

location in Canada and the server is wearing jeans, this is considered acceptable appearance.

9. Determine how engaging your server is. Is the server there just to take your order, or do they seem genuinely

interested in you as a customer? Perhaps they asked something about you (the reason for your visit, current

events, etc.). They may even “trash talk” with you if you are rooting for the opposing team! Having staff

engage with customers on a personal level is a characteristic Buffalo Wild Wings is very focused on.

10. Guest Experience Captains (“GEC”) – The location you visit may be following a ‘Guest Experience Business

Model’. During visits to these locations, you may encounter an additional staff member called a ‘Guest

Experience Captain’. They can be identified in a white jersey/uniform with the buffalo Wild wings logo on the

front and the title captain scrolled across the back top and ‘Buffalo Wild Wings’ written under the captain title.

The role of the Guest Experience Captain can be anything from changing television programs, coordinating

fundraiser events, offering sauces and beverage samples, to hosting Blazin’ Challenges or celebrating birthdays.

They are there to enhance the Guest’s dining experience with Buffalo Wild Wings. You are asked to observe if

they are fulfilling this role.

11. Take note of the server’s approach. Are they recommending specific meals or beverages? Did they or a “GEC”

invite you to play their “Buzztime Playmaker” (networked trivia) or “Playportt” device (handheld gaming

system)?

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Buzztime Playmaker: PlayporTT:

PLACING YOUR BEVERAGE ORDER

12. While the server attempts to take your order, please take note of which particular beverages are mentioned

(alcoholic and non-alcoholic beverages). Also, while the server is discussing beverages, you must take note of

the specific beers that are mention or if the term “Game Day Special” is used during the process of ordering.

Furthermore, you should document any Coca-Cola promotions that are visible throughout the location.

Examples of Coca-Cola Promotions:

13. You must order a beverage during your shop as required by your assigned scenario. If you do not order the

correct beverage then your shop will be invalid and you will not be paid. Only attempt to order an alcoholic

beverage if you are of legal age, as determined by the location of your shop. Please drink responsibly.

*Do not order Guinness Beer on tap, while conducting your shop. Most Guinness Beers take longer

to pour (in order to get it just right). Therefore, we cannot provide a proper assessment on

beverage delivery time. *

Please note that the beverage you personally ordered should be noted during data entry at 6.9. 6.9 is NOT

meant to record any beverage that might have been recommended to you. Rather, 6.9 should record what you

personally ordered.

14. Be sure to measure the exact duration of time from when you place your drink order to having YOUR first drink

delivered to you.

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15. Evaluate your drink when delivered. Was it the right temperature? If it was beer, did it have a visible ring of

foam at the top?

PLACING YOUR FOOD ORDER

16. You must order a food item during your shop. This can be a Sharable (appetizer) or entrée; it does not matter

which food item you order. You will be reimbursed for your food and beverage purchase up to a $15 value.

17. When deciding what to order, note if any Team Member suggested a Sharable (appetizer) or recommended a

Buffalo Wild Wings signature sauce or seasoning. To qualify for a “Yes” response at 6.15, the recommendation

should be specific. For example, the Team Member could recommend that you “customize your grub” by adding

the Salt and Vinegar™ seasoning to your fries. Or, they could recommend that you try a specific sauce that is

being offered for a limited time.

For your reference, the following is a list of BWW signature sauces. There may be additional sauces or

seasonings that are offered for a limited time. (For example, at the time of this writing, Jammin’ Jalapeño

was

a limited time sauce).

Sauces

Seasonings

Sweet BBQ™

Asian Zing®

Salt and Vinegar™

Teriyaki™

Caribbean Jerk™

Chipotle BBQ™

Mild™

Hot BBQ™

Buffalo™

Parmesan Garlic™

Hot™

Desert Heat®

Medium™

Mango Habanero™

Honey BBQ™

Wild®

Spicy Garlic™

Blazin’®

You will also need to note if you were directed to promotional items. A promotional item is an item listed in a

menu insert or called out on the menu as a “Limited Time Offer.” When reporting this finding, please note that

promotional items do not include the normal Tuesday traditional wing special or Thursday boneless wing

special.

18. Also, recall if the server repeated your order back to you to ensure accuracy.

19. When actually placing your order be sure to measure the exact duration of time from when you gave your food

order to having YOUR food delivered to your table. If you order a Sharable (appetizer) as well as a meal, you

will only need to time the delivery of your appetizer, if it comes out first.

20. When your food arrives, verify whether you have everything you need to begin your meal (e.g., silverware,

napkins, and condiments).

21. Evaluate the food delivered to determine if it is accurate and to your expectations. Evaluate the food’s

temperature, presentation, quality, and taste.

DURING YOUR MEAL

22. Take note if the server offers a refill or additional beverage during your meal. Please be sure to take note of

how much of your beverage was remaining when the server asked you for the refill.

23. As you enjoy your meal, pay special attention to your surroundings. Determine if tables around your area are

being quickly cleared after other patrons leave. Your own table likely will not be fully cleared until you leave, so

that you do not feel rushed.

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24. Determine the level of attention you are getting during the meal. Are the servers checking back with you,

providing necessary refills, etc.?

25. Also note if Buffalo Wild Wings Team Members and management are engaging with you to provide a more

personable experience. Managers can be distinguished from other Team Members by their polo or twill shirts

with a simple BWW logo. Servers, greeters, and cashiers will be wearing sports-type jerseys (see below).

Manager Uniforms:

Server/Greeter/Cashier/Bartender Uniforms:

26. You (or if you are assigned to a male scenario and you have a male guest then he should visit the bathroom)

must visit the restroom during your visit. You will be examining these facilities for general cleanliness and

whether they are sufficiently stocked with supplies. Restrooms should be sufficiently stocked with paper towels,

toilet paper, and soap.

27. Nearing the end of your meal, note when the server provided you with your bill. It may be provided early

during lunch for your convenience.

28. Review the bill in detail for accuracy. Also note if the payment process was handled in a reasonable amount of

time.

29. While leaving, please note if anyone engaged with you on your way out of the restaurant.

Overall Experience

30. In Section Eight of the questionnaire, you will be asked to summarize you (or your male guest’s) overall dining

experience. In doing so, it is important that you make specific comments regarding only your experience within

the restaurant. Below are examples that illustrate the types of comments that the client is looking for, as well

as the types of comments that should be avoided.

Examples of appropriate responses:

 “I was greeted immediately upon entering the store. When I told the hostess I needed to place a to-

go order, she led me over to the ordering area and proceeded to take my order. She told me my

Note:

Also could be light

yellow in color

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wait would be about 20 minutes and handed me a buzzer and said it would go off when ready and I

could take a seat at the bar if I would like.”

 “Overall, I had a good visit. The service was acceptable, though the server did not offer conversation

or attempt to personalize my visit. The level of business was low, but all televisions were turned on,

and the music and television volume were appropriate for that level of business. I felt like a valued

customer, and my food and beverages tasted great and were generally a good value.”

 “We had an awesome dining experience; the server was very energetic and bantered with us the

entire time. She was a lot of Fun. She was also very punctual throughout are entire dining

experience, we never had to ask for anything, she was definitely on her 'A' game tonight. Also they

had Trivia night going on with Jesse as the DJ. He was very good too. He had the whole place

involved with his Trivia. It was a really good, energetic feeling going on.”

Examples of insufficient responses:

 “I would recommend this to my friends, since they like bar food.”

 “It was rather strange. I felt something was missing but I was prepared for the questions on my

report form and figured that was the way it was to be. I had previously done Buffalo Wild Wing shops

a couple of years ago but had never done one with a carryout and did not have to take a picture.”

 “It took me a long time to read over the briefing notes and take my quiz.”

*Please note you must be able to provide detailed comments regarding only your experience within the

restaurant, food, and beverage. If we are unable to confirm that your comments throughout your shop are

detailed and appropriate, your shop may be rejected.

SHOP FEEDBACK

31. The last question of the questionnaire asks for your feedback on the shop itself. Please do not include

additional comments about your overall dining experience here; rather we are looking for feedback on the shop

assignment itself.

Examples of appropriate responses:

 “I would recommend you change the scenario where the customer says they are hungry but do not

know what to order. Have the server make a recommendation and make a note what they say.”

 “There was nothing that I feel as a shopper lacking from this shopping experience. It was easy to

follow the guidelines from start to finish. It was an enjoyable experience and my first time shopping

this client.”

 “I think it would be beneficial for the client to have the shopper look around the restaurant for

various promotional signs and also to take note if the servers or greeters mention any current

promotions occurring.”

Examples of insufficient responses:

 “I cannot think of anything. It was fun shop to participate in.”

 “It was an enjoyable visit and no suggestions are needed.”

 “I feel they could give more food for the money paid.”

Shopper Best Practices: Timing

There are four different components that shoppers are required to note the timing of. Shoppers have shared this tip

as a good way to note details about the shop while remaining discreet:

You can note these beforehand on your cell phone in a text message to yourself. You may then text yourself the

different timings so you have something to refer to when entering data. Timings that must be tracked are

summarized below.

 Estimated time from arrival to being greeted/acknowledged

 Exact time to be greeted after being seated

 Exact time to receive your beverage after ordering

 Exact time to receive your food item after ordering

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General

You must enter your shop results within 12 hours of the visit. If you have any problems or questions, then please

contact your assigned scheduler, or email info@gfkmysteryshops.com as quickly as possible. If you do not enter your

shop results within 12 hours of completing your shop, your shop will be automatically cancelled from your scheduled

shops page and you will not be paid for completing the shop.

Please be advised that we may contact you within 48 hours of shop completion to seek clarification on details of your

shop visit. Please check your voicemail messages and emails during the 48 hour period after you have completed

your shop visit to ensure prompt response.

GfK Mystery Shopping Requirements & Expectations

Our client makes decisions based on the results of this program; it is therefore important that the following

requirements are followed closely for the completion of your visit:

 Read your guidelines carefully and follow them in order to successfully complete your shop You

must save all notes on this shop, the receipt, and the picture of the outside of the location for 90

days. Even if your shop has been paid, you still must retain this info for 90 days as we may

contact you for further clarification.

 If you encounter a rude associate while conducting your shop, please remain calm and continue your

interaction with the employee. At no time should you ever approach a manager about an employee’s

behavior. Please document any circumstances in a factual and objective manner.



You are not eligible to conduct shops for GfK at any Buffalo Wild Wings location if you currently

work for Buffalo Wild Wings or are a member of any other third party vendor conducting any type

of mystery shopping at any Buffalo Wild Wings location(s). If you have worked as a mystery

shopper for another third party vendor at Buffalo Wild Wings location(s) in the past (but are not

currently doing so), you still qualify.*

 Follow all the processes and procedures in order to successfully complete your shop visit.

 Contact your scheduler if any of the information is unclear.

 Contact us if you encounter any issues during your visit.

 Please write all comments in full sentences. Please keep in mind that our client will be looking at

these comments.

 Please be clear and succinct with your comments. Your comments MUST pertain to the question.

 If you are unable to complete your shop as scheduled for any reason, you should cancel your

shop online and also contact your scheduler as quickly as possible.

 Please return emails or messages as promptly as possible should we need to seek clarification on

your shop.

 You must keep all information regarding this study confidential.

 Your report MUST be entered no later than 12 hours after the actual visit.

Professionalism

As a Buffalo Wild Wings Mystery Shopper you must present a professional image at all times. This starts with your

positive attitude and program knowledge. It also includes a polite and enthusiastic personality.

Please ensure that you follow the following business etiquette:

 Remember that you are representing GfK Mystery Shopping.

 Always represent yourself in a professional manner – never revealing yourself.

 Never speak negatively about Buffalo Wild Wings or GfK Mystery Shopping.

 Be positive and enthusiastic. Do NOT engage in a negative discussion with any employee.

 If an employee does not behave as expected, please continue your interaction with the

employee. At no time should you ever approach a manager about an employee’s behavior.

Please document any circumstances in a factual and objective manner.