PART A. Mystery Shopper E V A L U A T I O N IMPORTANCE. PHYSICAL ENVIRONMENT Low Average High

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1 PRIOR TO EXPERIENCE PART A Please circle your response to the following quality service criteria based on your expectations prior to arriving at an establishment. PHYSICAL ENVIRONMENT Low Average High Safety Cleanliness Ample signage Ambiance Layout/accessibility Overall exterior Overall interior OFFERINGS IMPORTANCE Product quality Price/value Product availability Adequate equipment and supplies Product display Brochure/advertising Staff identifiable Staff appearance INTERACTION Greeting Friendliness Aggressive hospitality Appreciation Honesty Knowledge Efficiency Closing LEADERSHIP Appropriate policies and procedures Availability SERVICE RECOVERY Positive response Empathy Listening Offers for resolution Satisfactory resolution Response time CHECK ALL THAT APPLY: I have been to this establishment before. I have heard from others about this establishment. I have viewed/heard about this extablishment from marketing materials. I have not been to this establishment but have been to others like it.

2 WEBSITE EVALUATION Thoroghly access the agency s website and make contact via the Internet with the agency regarding a question or dissatisfaction and evaluate the response. If you are unable to respond to an area simply leave it blank. _ HOME PAGE Low Average High Visual display Photographs Organization Links CONTENT Appropriate Accurate Thorough Ease in accessing Website address: COMMUNICATION ACCESS Search Feature Contact names Telephone number Fax number Address Direct link Direct customer service link Response time OTHER Availability to reserve/purchase

3 EXPERIENCE PART B page 1 Please circle your response to the following quality service criteria based on your experience at the agency. Write as much detail as possible including names of staff, specific events and observations. PHYSICAL ENVIRONMENT Low Average High Safety Cleanliness Ample signage Ambiance Layout/accessibility Overall exterior Overall interior OFFERINGS Product quality Price/value Product availability Adequate equipment and supplies Product display Brochure/advertising Staff identifiable Staff appearance INTERACTION Greeting Friendliness Aggressive hospitality Appreciation Honesty Knowledge Efficiency Closing

4 EXPERIENCE PART B page 2 LEADERSHIP Appropriate policies and procedures Availability SERVICE RECOVERY Positive response Empathy Listening Offers for resolution Satisfactory resolution Response time YOUR VIEW OF THE EXPERIENCE I will not return and will tell others not to go I will not return but will not tell anyone about the experience I may or may not return OVERALL First impression NA Last impression NA Overall Quality Service NA I will return willingly with a feeling of indifference I will return and will tell others to do the same

5 TELEPHONE INQUIRY Contact your agency by telephone and ask questions related to the agency s hours of operation, the cost to participate, and directions (e.g. when is the pool open? what will it cost to participate? and how do I get there? ). Ask appropriate questions for the type of agency. In addition ask any other question(s) you would like. Circle your responses and add as much detail about the experience as possible. RESPONSE Number of rings (to answer): Name of person who answered: WAY IN WHICH THE AGENCY RESPONDED: a. Hello b. Agency name only c. Agency name and person s name d. Agency name and may I help you e. Agency name, person s name, and may I help you (or the like) f. Other RATING GIVEN REGARDING THE FOLLOWING QUESTIONS: Low Average High Hours of Operation Cost Directions YOUR questions WAY IN WHICH THE AGENCY CLOSED THE CALL: a. Nothing b. Good Bye c. Thank you for calling d. We hope you come and visit e. Other

6 MARKETING COMMUNICATION Assess all marketing communication practices employed by the assigned agency. If there is no apparent use of a particular method, leave it blank. Otherwise, indicate the sources of your evaluation in the blank provided and circle your response to the questions. Promotional Slogans/Logo Low Average High Promotional Collateral (e.g. brochure, DVD, logo shirts) Promotional Events (e.g. open house) Public and Community Relations (e.g. newspaper article) Advertisements (e.g. direct mail) Sponsorship (e.g. event sponsor) Quality Service Initiatives (e.g. hand written thank you note) Internal Marketing (e.g. cross selling, employee newsletter) Direct Sales (e.g. small group presentation, trade show)