Channelplay Case Study

Mystery Shopping for a Restaurant Chain

Paradise, a brand known for making famous Hyderabadi biryani and Nizami dishes, aims to offer a relaxed and convenient dining experience to its consumers. In order to achieve this objective mystery audits were conducted at various outlets Pan India to measure the overall dining experience as well as the takeaway services to identify the gaps with respect to consumer experience.


The approach adopted to successfully deliver the scope of work was as under:

  • Evaluation of cleanliness and maintenance of restaurant exteriors, interiors and restrooms.
  • Evaluation of the service and product quality.
  • Evaluation of the staff based on their grooming and behaviour
  • Evaluation of the serving time as per the guidelines.
  • Assessment of the bill presentation and therefore measuring the overall experience.


Channelplay provided improvement & attention areas to the client geography-wise as well as each at outlet level in order to make sure all Paradise outlets provide standard customer service and delightful experience.


Topics: Mystery Shopping & Audits