METHOD OF EVALUATION
By altogether making 54 telephone calls, Riga’s 20 best restaurants, according to “TripAdvisor”, were evaluated on how they take table reservations over the telephone, and a top ranking was made according to their results. By using a Mystery Guest approach, Centurion Hospitality completed 3 telephone reservations (in Latvian, Russian and English) in each of the restaurants and evaluated each one according to 15 service quality criteria.
By summing up the results of all 3 telephone reservations, a total score was calculated for each of the restaurants and they were ranked from 1 to 20. Each of the telephone calls were recorded and, together with a detailed overview, upon request, they were made available to the official representatives of the respective restaurant.
For the restaurants achieving an equal total score, the precise place in the ranking was determined based on the best score in any of the 3 reservations; if equal according to this criterion as well, the precise place was determined based on the highest score in the last reservation.