When Can a Report Be Used? 

Reports can be used: 

✅Required items unavailable. Ensure reasons are explained and full guest journey is covered.  

✅ Ordered the wrong item.  

✅ Ordered same food as guest. 

✅ Ordered tap water instead of a drink. 

✅ Missing receipts. If visit verified with photos that they attended, or bank statement provided. 

✅Call unanswered/unable to get through. If they attempted to call three times at different times.  

✅ Wrong room type booked. Reimbursement to remain the same. 

✅ Mildly exceeded alcohol limits. 

✅ Couldn’t book via the stated channel. Ensure reasons are explained. 

✅ Visited on a different date to when the visit was booked, but this meets criteria and is within visit period. 

✅ Didn’t order specific item in the brief, but no questions on this in the report. Add a ticket to ensure this can be removed or questions added.  

Please confirm with CSM: 

⚠️ Wrong adult party size.  

⚠️ Staff identified diner as mystery guest. The guest should be banned for any future visits.  

⚠️Visited on incorrect day as requested in the criteria. 

⚠️Visited at wrong time. 

⚠️ Ordered item specifically prohibited by the brief. 

If it has not negatively impacted the report, please send through. If it has, confirm with CSM. 

⚠️ Took a child when they shouldn’t have. Fine to send provided the child attending hasn’t impacted the report negatively.  

⚠️ Missing/poor photos. Fine to send, if we can verify the visit took place at the correct location, date and time and that there are no negative comments pertaining to what should have been photographed e.g. poor presentation. If we cannot meet the above criteria, check with CSM. 

⚠️ Fake/online photos. Fine to send, if we can verify the visit took place at the correct location, date and time and that there are no negative comments pertaining to what should have been photographed. Remove the photos prior to sending. 

⚠️ Booked via wrong channel (phone vs online).  

⚠️ Didn’t book when required (or booked when not required). 

⚠️ Dined outside. 

⚠️Visited on incorrect day as requested in the criteria. 

⚠️Late report. If the visit has gone past the period end date, check with CSM. Clients with weekly periods we’re unable to accept a report outside this time. 

For info the diners receive email reminders at midday and 3pm. At 5pm, AQ cancel any reports at 0% without a receipt attached. For any that have been started or with receipts attached, they have until 9am the following day before its cancelled. 

⚠️Diner uncontactable for further information 

Report cannot be used, discard and add a new visit. Inform CSM. When the diner is at fault, the client should not be charged if you decide to reimburse the guest. 

❌ Didn’t ask question required in the brief. 

❌ Didn’t order specific item in the brief and therefore unable to answer questions in the report.  

❌ Visited outside visit period. 

❌ Excessively exceeded alcohol limits. 

❌ Took food away for eat in visit, or vice versa. 

❌ Order delivery to odd location e.g. bus stop. 

❌ Not attempted to call three times at different times and the call did not go through.  

❌ Visit wrong location. If the wrong location they visited has not had a visit in this period, please add a ticket to move to this branch and add a new visit for the correct location. If the wrong location has been visited already, please discard. 

Client-specific non negotiables: 

❌ Rileys – if no receipt provided, they need the online receipt to show they set up an online account. 

❌ Nando’s: If photos of the main meal items aren’t provided. Other items fine to send. 

❌ Pret: If no barista-made drink has been ordered or there is no way for us to confirm the correct shop has been visited e.g. no receipt, outside photo and no ingredient label photo. So long as there is at least 1 of the 3 on the report, this will be fine. 

If any of the issues raised were caused by an unclear brief, always add a ticket to Client Support and CC CSM to amend the brief. In the ticket, please include the Client, Questionnaire, what is unclear and any suggestions how to improve. 

If you need to contact a CSM, use the template below to ensure you share all relevant information.  

Reason for email: e.g. visit brief not met 

Client name:  

Branch:  

Visit ID:  

Details of the issue: e.g the diner could not order food 

Reason given: e.g. the diner was given the wrong timings at reception, so when the diner tried to order, the kitchen was not open. 

Impact on report: e.g. all food questions are not applicable. 

If photo requirement is missing, is a negative mentioned for the relevant question?