Methodology: how we audit service

Step 1. Briefing and standard

It all starts with a 30-40 minute conversation. We find out what concerns you, which formats and shifts matter most and whether you already have a service standard. If you do, we transfer it to the scoring sheet exactly as written. If not, we offer a baseline standard and adapt it to your format: a business restaurant in Tashkent and a guesthouse in Bukhara are judged by different rules.

Every item on the scoring sheet has its own wording, weight and clear answer options. Nothing is scored on gut feeling. Once a version is approved, it is locked, and each visit is scored against the version that was in effect on the day of the audit.

Step 2. Visit scenario

Together we decide what to test: a weekday lunch or a Friday evening, a booking by phone or via Telegram, a single dining room or a chain across several cities. The scenario sets out what the mystery guest orders, what they ask about and when they ask for the bill. This makes visits from different months and different venues comparable.

Step 3. The visit

The mystery guest arrives as an ordinary customer. No one is warned in advance, and nothing is staged. The visit is documented in line with the laws of Uzbekistan: timings of key stages, photos and the receipt. We select and train mystery guests for each project in advance, which usually takes about a week.

Step 4. Report review

Before the report reaches you, a methodologist checks it. They match every score to the item it belongs to, recalculate the totals for each section, confirm that the photos and timings belong to this particular visit and write recommendations based on specific moments. You receive the report within 72 hours of the visit.

Step 5. Review and appeals

You can challenge any item. Each objection is reviewed against the visit records, and you get an answer with the reasoning behind it. Only a methodologist can change a score, and only by accepting an objection. Every correction is recorded separately, so you can always see what it was before and what it is now.

Step 6. Follow-up audit

A month later, or after your team has been trained, we repeat the visit using the same scenario. This shows more than a new score: it shows whether the specific action agreed after the last report has actually been carried out.

Our ground rules

• A non-applicable item is never silently scored as zero or as full marks. If the guest arrived without a booking, the booking items were not tested, and the report says so right next to the total.
• Critical failures are shown separately. A dirty toilet or a mistake on the bill never gets lost in the average score.
• Different checklist versions are never mixed. If the standard changes, progress is compared only on the items that match.
• Published results are never changed quietly. Every correction goes through an appeal and stays visible.

What's next

See what the result looks like in our sample report. Everything you can order is listed on the Services page. And if you'd like to start with a single venue, the first audit is free.