101Caffè, a leader in the coffee and beverage market, is the first franchising food company to adopt the Mystery Audit Score (MAS model) for its new Fast Gourmet format in Milan.
In just three visits by a #MysteryAudit, this project revealed strengths, critical points, and strategic areas to improve in the services provided to the public, offering customer data, SWOT analysis, and real perspectives.
This case study shows that MAS can be a great starting point for development projects.
On a tactical level, MAS allows Store Managers to be involved by providing objective evidence of what happens in their absence.
On a strategic level, MAS provides elements to build a standard for services to be implemented in the upcoming opening point of sales.