The welcome/approach
The décor, the ambience, the cleanliness
Service sequence
Speed of service
Efficiency, e.g. has the booking been taken properly, using the customer’s name, etc.
Menu and drink lists (presentation)
Variety of food and drink
Availability of the dishes/items
Quality of food and drink (taste/price, etc.)
Interpersonal skills of staff (courteousness/obtrusiveness/attentiveness/communication
ability to attract the attention of staff, etc.)
Technical skills of staff (taking order/serving/suggesting menu/presenting bill, etc.)
Method in which complaints are handled
Departure attentiveness