How the Program Works
Our program consists of five separate visits conducted across varying days, service periods, and operating conditions within a 90-day period.
Visits may include slow periods, peak hours, weekdays, weekends, different party sizes, and different areas of the business such as the dining room, bar, patio, counter, entrance, restrooms, parking area, or other guest-facing spaces.
Each visit includes a complete evaluation of the customer journey. Findings from all five visits are then combined into one comprehensive report, allowing us to separate isolated moments from true operational patterns.
Why Multiple Visits Matter
A single visit can show what happened once. It cannot show whether the experience is consistent.
Our program is built around multiple visits because real customer experience changes by day, time, traffic level, staff, section, and pace of service. One shift may perform well while another quietly loses repeat business. One area of the restaurant may feel polished while another feels neglected. One guest may receive excellent service while another waits too long, feels overlooked, or leaves without saying anything.
Argus Hospitality Standard is designed to identify those patterns before they become reputation damage, negative reviews, or lost customers.
Key Areas We Evaluate
We evaluate the full customer-facing experience, from the first impression online to the final moment a guest leaves the property.
Online Presence
Parking
Location & Accessibility
Exterior & First Impressions
Arrival Experience
Staff & Service Quality
Cleanliness & Hygiene
Layout & Flow
Atmosphere & Ambience
Menu & Offerings
Food & Beverage Quality
Price vs. Value
Technology & Convenience
Exit Experience
Overall Brand Perception
Hidden Problems Customers Notice
What You Receive
At the end of the program, you receive a structured evaluation report built from all five visits. The report is designed to give ownership and leadership a clear view of what guests are actually experiencing.
Your final deliverable includes:
• A comprehensive written evaluation based on all completed visits
• Scored customer-experience categories
• Strengths worth protecting
• Inconsistencies that may be affecting repeat business
• Guest-facing issues that may not be obvious during normal operations
• Practical recommendations for improvement
• A review meeting to walk through the findings and answer questions
The goal is not to overwhelm you with generic feedback. The goal is to give you clear, usable information that helps you improve the customer experience and protect repeat business.