St Francis Bay, Eastern Cape A little salon with a big heart. 081 022 0052

Mystery Client Evaluation

Mystery Client Evaluation

Pop In Beauty Bar · 152b St Francis Drive, St Francis Bay

Confidential — please complete this after leaving the salon. Do not fill in any part of it on the premises.

Your visit

How to score

  • 5 Excellent
  • 4 Good
  • 3 Acceptable
  • 2 Poor
  • 1 Unacceptable
  • N Not applicable

Score what actually happened, not what you assume was intended. If something did not occur at all, that is a 1 — not an N. Use N only where the point genuinely could not apply to your visit.

1 Booking & before the visit

54321N
Booking channel was easy to find and simple to use
Reply to the booking request came within a reasonable time
Tone of the written or spoken reply was warm and professional
Treatment options, duration and price were explained clearly
Booking was confirmed in writing with date, time and therapist
A reminder was sent before the appointment

Section total: 0 / 30

2 Arrival & first impression

54321N
Salon was easy to find; signage clear from the road
Entrance, windows and exterior looked clean and cared for
Opening hours and price list visible or easy to ask about
Reception area was tidy, uncluttered and inviting
Music, lighting, scent and temperature felt calm and pleasant
Retail display looked neat, dusted and well stocked

Section total: 0 / 30

3 The welcome desk

54321N
You were acknowledged within roughly 30 seconds of walking in
You were greeted with a genuine smile and eye contact
Staff member introduced herself by name
Your name was asked for and then used during the visit
Your booking was found quickly and without fuss
You were offered a seat, and water, tea or coffee
Any wait was explained honestly and apologised for
Phone calls and other clients were handled without leaving you ignored

Section total: 0 / 40

4 Consultation before the treatment

54321N
A consultation card or health questionnaire was completed
You were asked about allergies, sensitivities or medication
You were asked what you wanted from the treatment
The therapist explained what she would do, and how long it would take
The price was confirmed before starting, with no surprises
You were shown where to change or leave belongings, and given privacy

Section total: 0 / 30

5 The treatment itself

54321N
Treatment started on time
Treatment ran for the full advertised time
Therapist showed real skill and confidence in her technique
Your comfort was checked during the treatment (pressure, heat, position)
Products used were named and briefly explained
Conversation was pitched right — friendly, never intrusive or gossipy
No interruptions — phone, other staff, or the therapist leaving the room
The result met or beat what you expected

Section total: 0 / 40

6 Staff conduct & presentation

54321N
Uniform or dress was clean, neat and consistent
Personal grooming — hair, nails, hands — reflected the salon’s own trade
Staff spoke to one another respectfully in front of clients
No personal phone use, eating or private conversation within earshot
Product and treatment knowledge felt genuine, not rehearsed
You felt looked after as a person, not processed as an appointment

Section total: 0 / 30

7 Hygiene & treatment room

54321N
Therapist washed or sanitised her hands in front of you
Bed, linen and towels were visibly fresh and changed for you
Tools and implements appeared clean, sterilised or single-use
Treatment room was clean, uncluttered and properly ventilated
Bathroom was clean and fully stocked
Privacy was respected — doors closed, curtains drawn, voices low

Section total: 0 / 30

8 Advice & recommendations

54321N
Aftercare advice was given clearly, without being asked for
A home-care product was suggested and the reason explained
A follow-up treatment or timing was suggested
Any suggestion felt caring and honest rather than pushy

Section total: 0 / 20

9 Payment & departure

54321N
The bill matched the price you were quoted
Payment was quick and easy; card and other options worked
A slip or receipt was offered
You were asked whether you were happy with the treatment
You were invited to rebook, or given a card or voucher
You were thanked by name and seen off warmly at the door

Section total: 0 / 30

10 Overall

Total score across all sections: 0 out of 280

11 In your own words

Notes for the visiting client

  • Book and behave exactly as an ordinary client would. Do not mention this evaluation to anyone at the salon, before, during or after the visit.
  • Do not take photographs or make recordings inside the salon, and do not write anything down while you are there.
  • Complete the sheet within an hour of leaving, while the detail is still fresh.
  • Note the therapist’s first name only. This is a review of the service, not a case against a person.
  • Be honest in both directions. Praise that is deserved is as useful to the owner as criticism that is deserved.
  • Score what happened on the day. One rushed morning is not the whole salon — that is why several visits are compared.

Your answers go straight to the owner. Nothing is shared with the salon staff.