Summary - March 2012 Positive Negative Themes Service 80 ......Mmm fish pastie who'd have thought they'd be so scrumptious 1 12/03/2012 Food was great but the tables were a bit wobbly!

Summary - March 2012

Positive Negative Themes

Service 80 3

Food Quality 37 4

Food Selection 19 7

Value for Money 25 0

Total scores 161 14 175

% scores 92% 8%

0102030405060708090

Service Food Quality Food

Selection

Value for

Money

Positive

Negative

Garden Level Restaurant

Date Comment Summary Positive Negative Theme

0 0

06.02.12 Delicious roly poly desert 1 Food quality

07.02.12

No cream in 'cream of

mushroom' soup but lovely all

the same 1 Food quality

11.02.12 Excellent breakfast 1 Food quality

12/03/2012

Mmm fish pastie who'd have

thought they'd be so

scrumptious 1

12/03/2012

Food was great but the tables

were a bit wobbly! 1

12/03/2012 Mince pie perfect 1

12/03/2012

Impressed with the BBQ pork

belly 1

12/03/2012

Chinese theme day - rice &

noodles delicious 1

19/03/2012 Excellent lamb burger 1

12/03/2012

Splendid haddock & leek pasty -

well done the chef 1

19/03/2012 Best lunch in a long time, 1

25/03/2012

Chicken was amazing, nice to

see something different than

Standard roasted

26/03/2012 Best Pork ever 1

12 0

12/03/2012

Dissapointing that the salad bar

regularly runs out of balsamic

vinegar. Good choice of oils 1

26/03/2012

Why are there no salt & vinegar

McCoys anymore Comment

0 0

0 0

Area Total Score: 12 0 12

% scores 100% 0%

Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Value for

Money

Members' Restaurant & Bar


06-Mar Had lunch & dinner in restaurant today, it was fantastic,staff were great 1

23-Mar A lovely lunch and well looked after 1

16-Mar

Many thanks to you and your staff & chef for the service & food. Everyone

enjoyed themselves. 1 Thank you letter

21-Mar

Staff – were very helpful and attentive. Smiled throughout the evening and tried

very hard to ensure we had everything we needed. 1

4 0

06-Mar Had lunch & dinner in restaurant today, it was fantastic,staff were great 1

23-Mar Food was excellent 1

16-Mar

Many thanks to you and your staff & chef for the service & food. Everyone

enjoyed themselves. 1 Thank you letter.

3 0

21-Mar

Food – overall very tasty but all 3 courses were very small portions – we left

hungry 1

14-Mar Olives again requested 1

21-Mar

Service – of a high standard. I was, however, disappointed that it was not

highlighted to us that the main course we ordered did not come with any

vegetables (no potatoes, chips, rice or vegetables). The dish arrived with a small

breast of chicken placed in the middle of a huge white plate. There was also a very

small ball of black pudding beside it and the rest was purely a slithers of design. I

feel this should have been highlighted when ordering as happens in other

restaurants “are any vegetables/potatoes etc. required as the main course does not

come with any”? When the dish arrived, I did ask what vegetables were available

as there was very little on the plate but was advised that potatoes etc. would have to

be prepared, although they were happy to do that it would take some time to

prepare it. My guest decided not to bother with anything and I asked for a side

salad. The salad arrived with a few mixed rocket leaves and some sun dried

tomatoes (unfortunately I don’t like sun dried tomatoes and did expect a little more

variety in my salad). 1 1

1 3

0 0

Area Total Score: 8 3

Total Score:

Value for

Money

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Public Café


01.02.12 friendly staff 1 service

21.02.12 Clean & great staff 1 enviroment

03.02.12 Fantastic service 1

20.02.12 Unhelpful staff 1 (2) not poor, not good

07/02/2012 Very good service 1

07/02/2012 Atmosphere & décor Not marked

07/02/2012 Helpful & knowledgeable staff 1

07/02/2012 Very good overall experience 1

29/02/2012 Excellent service 1



29/02/2012

Excellent overall experience -

Had a great day out! Loved

the experience! More soft

seats in café!! 1




29/02/2012 Excellent overall experience 1




02/03/2012


excellent quality food & very

good service - good value

thankyou. 1








09/03/2012


Much better value than the

Palace of Holyrood café over

the road! Glad we came here

for lunch 1




10/03/2012


Best macchiatto in

Edinburgh! Best Staff in

Edinburgh 1




11/03/2012

Very good overall experience -

very very good thanks 1




14/03/2012


Staff very helpful offered to

make me a gluten & milk free

sandwich. Thank you 1


Service



13/03/2012


very pleasant & welcoming

staff 1




14/03/2012


Lovely friendly staff & a good

cuppa! 1




20/03/2012


I always recommend you 1



















21/03/2012


Great fun. Lady was nice on

till 1



22/03/2012 Good service 1



22/03/2012

Good overall experience - no

soup or sandwich available

for my Diabetic friend! 1

22/03/2012

Just wanted to say how nice

your staff are - always

friendly, always pleasant,

always courteous. Thanks! 1




27/03/2012

Excellent overall experience _

Valentina was excellent. She

was very plesant and most

helpful 1





Service








29/03/2012


Just what the Doctor ordered.

Very Enjoyable 1




29/03/2012


enjoyable, very pleasant,

loved the décor! 1

30/03/2012

Excellent service - pleasant

cheerful staff. 1



31/03/2012

Could be better overall

experience - Dissapointed that

my scone disintergrated into

crumbs as I tried to spread it.

Café also feels like a leisure

centre café - not suitable for

the Scottish Parliament 1

76 2

07/02/2012 delicious & good portion size 1

07/02/2012

Very good quality - good

quality products and pleasant

surroundings 1

29/02/2012 Excellent quality 1

29/02/2012 Very good quality 1










20/03/2012

Arrived 2.30pm - dissapointed

that there were no vegetarian

sandwiches - not even bread

and cheese. I was told it had

all finished. 1

Food

Quality

Service

Total Score:

20/03/2012

Very good quality - The

shortbread is particularly

good. Soup also excellent. 1

20/03/2012

Excellent quality - Whoever

made the shortbread should

get a medal, delicious 1

21/03/2012 Could be better quality 1


22/03/2012 Good quality 1



28/03/2012

Excellent quality - Excellent

biscuits, Good service 1




21 4

07/02/2012 Excellent selection 1

29/02/2012 Very good selection 1

29/02/2012

Could be better selection -

more cake selection 1









21/03/2012 Good selection 1


26/03/2012

Poor selection - No vegan

options, no soya milk

available 1

22/03/2012 Poor selection 1






31/03/2012 Could be better selection 1

17 4

Food

Quality

Food

Selection

Total Score:

Total Score:

07/02/2012 Very good value for money 1

29/02/2012 Excellent value for money 1















26/03/2012 Good value for money 1









25 0


Value for

Money

Total Score:

Scores from new comment cards poor good excellent

1 2 3 4 5

Service you received 2 6 20

Quality of food you were served 4 1 4 16

Selection of products available 3 2 2 8 8

Value for money 4 5 17

Café atmosphere & décor 1 3 10 13

Helpfulness & knowledge of employees 1 3 3 20

Overall experience rating 2 1 3 19

Totals 3 10 16 39 113

poor good excellent

Hospitality


08/03/2012

C/R 5 Morning meeting

catering delivered more than

15 mins early 1

0 1

19/03/2012

Just a quick note to thank

you and Chef for providing

a great lunch - the

Members thought it was 1 Email Thanks

1 0

19/03/2012

Just a quick note to thank

you and Chef for providing

a great lunch - the

Members thought it was 1 Email Thanks

1 0

0 0


Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Value for

Money

Summary - April 2012


Service 97 0

Food Quality 46 2

Food Selection 30 1



% scores 98% 2%

0

20

40

60

80

100

120


Selection

Value for

Money

Positive

Negative



09/04/2012

Excellent sytandard of food &

service, will call again (next

weekend) 1

23/04/2012 Service was polite & good 1

2 0

02/04/2012

Just nice, what more can I

say. Very nice 1

02/04/2012

Mmmmmmmmmm…… to

all the cakes 1

09/04/2012

So good to get Sunday roast

cooked & presented perfectly -

Thankyou 1

16/04/2012 Fish soup excellent 1

16/04/2012 Lasagne great 1

16/04/2012

Pork burger excellent -

delicate flavouring, well

seasoned. A nice gravy or

posh sauce would be good. 1

16/04/2012 Very pleasant 1

23/04/2012

Crab cous cous was superb -

more please 1

23/04/2012

The roast beef was sublime

today - Thankyou 1

30/04/2012

Pannacotta awful - too many

gelatine leaves. In the past it

was made perfectly. 1

30/04/2012

Slow cooked lamb was

lovely. Onion fritter too 1

30/04/2012

Eggs were great - enjoyed

them 1

30/04/2012 lovely Sat lunch - pork great 1

23/04/2012 Sunday lunch was excellent 1

23/04/2012

Chicken excellent as was

apple pie 1

23/04/2012 Pigeon salad a triumph 1

15 1

23/04/2012 Salt & vinegar Mcoys Customer request

0 0

23/04/2012 Why the 5p price hike? Comment

23/04/2012

Can you tell me why mini

cheddrs are 95p? Comment

0 0


% scores 94% 6%

Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Value for

Money



27-Apr

Just a note to say that

we had a lovely

lunch in the members

restaurant on Friday.

The food was great

and the new crockery

is really good and

compliments the

food. The service on

the day was also

excellent please pass

on my thanks to all

concerned. 1 Email - Thanks

26-Apr

" just a note to say

thanks so much for

the excellent meal on

Thursday evening.

Everyone enjoyed

themselves so much

and the food was first

class. Thanks again

for all your help" 1

2 0

27-Apr

Just a note to say that

we had a lovely

lunch in the members

restaurant on Friday.

The food was great

and the new crockery

is really good and

compliments the

food. The service on

the day was also

excellent please pass

on my thanks to all

concerned. 1 Email - Thanks

1 0

Food

Selection

0 0

0 0


Total Score:

Total Score:

Total Score:

Service

Food

Quality

Value for

money

Total Score:

Public Café

















03/04/2012

Excellent overall experience - Too many

choices I have to come back 1




03/04/2012

Excellent overall experience - excellent

value for ony & plenty of choice. Good to

see that prices have been kept down 1




03/04/2012

Excellent overall experience - Ciontinue 1/2

price offer on biscuits. Very clean, nice to

see mature persons employed 1




03/04/2012

Excellent overall experience - Nice ladies,

yummy cake 1








05/04/2012 Excellent overall experience - I like it here 1




05/04/2012

Excellent overall experience - Delicious

homemade food, Thanks! 1






Service



11/04/2012

Excellent overall experience - A very nice,

pleasant environment to have lunch or

coffee - thank you. 1




12/04/2012

Excellent overall experience - Wonderful

people, very friendly & welcoming 1




14/04/2012

Good overall experience - More choice of

food & lower prices - £4+ for soup!!! 1




















19/04/2012

Excellent overall experience - Homemade

cake should not be so cold 1








20/04/2012 Excellent overall experience - Well done 1




20/04/2012

Excellent overall experience - I loved this

café, ambience & value for oney. Very

Impressive! 1




Service

23/04/2012

Excellent overall experience - very friendly

& efficient. Lovely coffee & cake 1




23/04/2012

Excellent overall experience - Good work

keep it up 1












22/04/2012 Good overall experience 1



22/04/2012

Good overall experience - due to all the

hard surfaces the café is very noisy, so this

was intrusive. 1








28/04/2012

Excellent overall experience - great place

Thank you. 1





93 0















Total Score:

Service

Food

Quality

















30/04/2012 Could be better food quality 1

30 1
































30 1

Total Score:

Total Score:

Food

Quality

Food

Selection













14/04/2012 Could be better value for money 1


















29 1


Total Score:

Value for

Money


1 2 3 4 5

Service you received 7 25


Selection of products available 1 4 13 14

Value for money 1 3 7 21


Helpfulness & knowledge of employees 2 4 26

Overall experience rating 4 5 23

Totals 0 4 20 48 152

1 2 3 4 5Poor Good Excellent

Hospitality


0 0

0 0

0 0

0 0


Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Value for

Money

Summary - May 2012


Service 18 2

Food Quality 28 4

Food Selection 18 5



% scores 86% 14%

0

5

10

15

20

25

30


Selection

Value for

Money

Positive

Negative



14/05/2012

Excellent eating experience -

lovely 1

1 0

14/05/2012 Saturday superb - thank you 1

14/05/2012 Amazing fritata - Thank you 1

14/05/2012 Fantastic home baking 1

14/05/2012

Home baking is just too good

to resist 1

21/05/2012

Just wanted to say the veggie

cottage pie was very good 1

28/05/2012 Baked potatoes too small 1

28/05/2012

Breakfast was amazing - best

yet 1

28/05/2012 Superb cooked to perfection 1

7 1

28/05/2012 Strawberry cornettos please Request

0 0

14/05/2012

The new small salad bowls

are much smaller than the old

ones. Can we go back to Comment

0 0


% scores 89% 11%

Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Value for

Money



21-May

Lunch in the

Members' was a very

special experience

from the food and the

service point of view 1

21-May

Lunch was excellent

and the service very

attentive but discreet 1

2 0

21-May

Lunch in the

Members' was a very

special experience

from the food and the

service point of view 1

21-May Food was delicious 1

2 0

0 0

0 0


Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Value for

money

Public Café


7.05.2012 Helpful, pleasant staff 1

9.05.2012 Good service 1

08.05.2012 Average service 1

9.05.2012 Excellent service 1

10.5.2012 Very polite & friendly server 1

12.05.2012 Great service 1

12.05.2012 Enjoyed café very much 1

15.5.2012 Good service 1

15.5.2012 Great service 1

17.5.2012 Very good experience 1



17.05.2012 Staff member made customer a gluten free sandwich 1

21.05.2012 Staff very friendly 1

22.05.2012 Would like to have milk jugs back on tables 1

22.05.2012 Impracticale to not have milk jugs on tables 1

23.05.2012 very helpful employers 1




09/05/2012

Excellent overall experience - Excellent, my first visit, first of

many I hope. 1









05/05/2012 Excellent overall experience - very pleasant surroundings 1





15 2Total Score:

Service

7.05.2012 Excellent quality 1

9.05.2012 Average quality of food 1

8.05.2012 Inedible' lemon muffin 1

9.05.2012 Very full & tasty sandwich 1

10.5.2012 Excellent quality of food 1

12.05.2012 Great food quality 1

12.05.2012 Great food quality 1

15.5.2012 Lovely carrot cake 1

15.5.2012 Excellent food quality 1



17.05.2012 Shortbread was morrish 1


21.05.2012 Caramel shortcake excellent 1

22.05.2012 Good food quality 1


24.05.2012 Unfresh homebaking 1

09/05/2012 Excellent food quality 1





19 3

7.05.2012 Excellent selection 1

9.05.2012 Poor selection of food 1

8.05.2012 Poor selection of food 1

9.05.2012 Skinny milk needs to be offered 1

10.5.2012 Excellent selection of food 1

12.05.2012 Great food selection 1

12.05.2012 Great food selection 1

15.05.2012 Good food selection 1

15.5.2012 Excellent food selection 1



17.5.2012 Excellent to see gluten free bread 1



22.05.2012 Good selection of food 1

22.05.2012 Good selection of food 1

23.05.2012 Great selection of food 1

09/05/2012 Excellent food selection 1

08/05/2012 Great selection of food 1




18 4

Total Score:

Total Score:

Food

Quality

Food

Selection

7.05.2012 Excellent value 1

9.05.2012 Good value for money 1

8.05.2012 Poor value for money 1

9.05.2012 Excellent value for money 1



12.05.2012 Great value for money 1











24.05.2012 Poor value for money 1






16 2


Total Score:

Value for

Money


1 2 3 4 5

Service you received 1 3 4 17

Quality of food you were served 2 1 3 3 16


Value for money 2 2 6 3 13


Helpfulness & knowledge of employees 2 20

Overall experience rating 1 1 3 4 17

Totals 7 7 25 19 117

poor good excellent

Hospitality


0 0

0 0

24-May

Plain ham salad sandwich

had cheese on. 1 Call from Committee

0 1

0 0


Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Value for

Money

Summary - June 2012


Service 84 0

Food Quality 28 4

Food Selection 26 2



% scores 95% 5%

0102030405060708090


Selection

Value for

Money

Positive

Negative



18/06/2012

Really nice & friendly staff.

Especially one till girl, didn't

catch her name 1

1 0

19/06/2012

Loved the Vegetable & lentil

cottage pie - fantastic 1

04/06/2012

Could not eat the prawn

cocktail as I did not expect to

find 'curry' in it - not marie Personal preference

04/06/2012 Excellent curry & staff 1

11/06/2012 Scotch pie was not good 1

18/06/2012

BBQ sauce was too spicy

with meatballs 1

25/06/2012

Not keen on green peppers in

cheese savoury personal preference

28/06/2012 loved the BBQ 1

28/06/2012

Fantastic BBQ food today -

Thank you 1

4 2

11/06/2012 Strawberry cornettos please Customer request

28/06/2012 great to see steak on the BBQ 1

28/06/2012

Great BBQ roast vegetable

wrap 1

2 0

0 0


% scores 78% 22%

Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Value for

Money



Appreciation passed on to

everyone in the teams

involved in the organisation

and delivery of the

conference which took place

this week which was so

warmly received by the

delegates attending. 1

1 0

0 0

0 0

0 0


Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Value for

Money

Public Café









02/06/2012

Excellent overall experience - staff very

cheerfull & helpful would recommend to

friends 1








04/06/2012

Excellent overall experience - really helfull

plesant staff 1





06/06/2012

Good service - excellent staff comunications

with public 1



























Service






20/06/2012 very good service 1































28/06/2012

Could be better overall experience - Too

much white flour products - staff very

helpful - love the cutlery 1








30/06/2012

Excellent overall experience - great visit

will be back again 1













78 0Total Score:

Service



























24 2





















28/06/2012 Poor selection 1






24 2

Total Score:

Total Score:

Food

Quality

Food

Selection



04/06/2012

Excellent value for money - surprising how

reasonable prices were 1
























23 3


Total Score:

Value for

Money


1 2 3 4 5





Café atmosphere & décor 5 12 24



Totals 2 12 37 78 157

1 2 3 4 5

Hospitality

Date Comment Summary Positive Negative ThemeCan I pass on thanks to all your team

yesterday for dealing with all the

continual last minute stuff we were

sending to the Hospitality team

yesterday.

It was an extremely busy day all round

and I think we only heard of a fraction

of the activity that was going on down

here in the Helpdesk, but I am sure

much more than what we were

sending was going on upstairs.

The team were just stars and thanks

again.1

Appreciation passed on to everyone in

the teams involved in the organisation

and delivery of the conference which

took place this week which was so

warmly received by the delegates

attending. 1

27/06/2012

Thanks so much for the arrangements

you put in place last night. Everything

went really well. Such a shame we

couldn’t get outside, but that’s

Scotland's weather for you!1

26/06/2012

The catering team were also delightful

in serving guests sensitively and

checking whether to serve canapés

earlier than timed given so many

people arrived promptly in the room.

All the staff are great ambassadors

and a credit to the Scottish Parliament.

1

4 0Total Score:

Service

0 0

0 0

0 0


Total Score:

Total Score:

Total Score:

Food

Quality

Food

Selection

Value for

Money

Summary - July 2012


Service 63 0

Food Quality 24 0

Food Selection 19 2



% scores 98% 2%

0

10

20

30

40

50

60

70


Selection

Value for

Money

Positive

Negative



09/07/2012

The wooden pepper grinder

has gone from the cutlery area

- can we have it back as it is

tastier pepper request

23/07/2012

Thankyou for opening your

garden 1

1 0

02/07/2012 Lovely Curry & staff (Sat) 1

09/07/2012 The sweet chilli mayo is great 1

23/07/2012 lovely thankyou 1

3 0

02/07/2012 Smokey bacon crisps please request

09/07/2012 Earl grey tea please request

0 0

0 0


% scores 100% 0%

Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Value for

money



0 0

0 0

0 0

0 0


Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Value for

Money

Public Café



02/07/2012 Good atmosphere & decor Not marked

02/07/2012 Helpful & knowledgable staff 1

02/07/2012

Very good overall experience - very nice

surprise to be able to visit the Parliament and

café on our short visit 1




02/07/2012

Excellent overall experience staff all helpful,

very friendly. We were made very welcome.

Thank you 1




02/07/2012

Excellent overall experience - relaxing and

enjoyable experience 1







































14/07/2012

Very good overall experience - nice place to

stop for a wee piece 1








16/07/2012

Excellent overall experience - Reasonably

priced and extremely clean. Many Thanks 1



17/07/2012 Very good overall experience - very good lunch 1




19/07/2012 Excellent overall experience - It was awesome 1















62 0

02/07/2012 Very good food quality 1







12/07/2012 Excellent quality - coffee is excellent 1



14/07/2012 Excellent quality - Excellent banana cake 1

14/07/2012

Excellent quality - The banana cake flicked my

switch 1








Total Score:

Service

Food

Quality



21 0



05/07/2012 very good selection 1



















19 2






10/07/2012

Good value for money - a little expensive when

compared to Canada but not when compared to

Edinburgh 1



12/07/2012

Could be better value for money - found the

soup a bit overpriced 1













20 1


Total Score:

Total Score:

Total Score:

Food

Quality

Food

Selection

Value for

Money



Quality of food you were served 2 2 24






Totals 0 5 17 42 128

1 2 3 4 5

Hospitality


0 0

0 0

0 0

0 0


Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Value for

Money

Summary - August 2012


Service 52 0

Food Quality 30 1

Food Selection 23 0



% scores 99% 1%

0

10

20

30

40

50

60


Selection

Value for

Money

Positive

Negative



30/07/2012

Could you open the doors to the

garden more often. Comment

30/07/2012 Lovely 1

1 0

30/07/2012

Pizza - nice thin base, crisp &

tasty. Well done as ever! 1

06/08/2012 Sunday pasta was delicious 1

06/08/2012 Great food 1

06/08/2012

The food seem to be very salty

these days 1

06/08/2012 Vanilla cheesecake was the bomb!! 1

06/08/2012

At last a Sunday roast. Cooked to

perfection and served with a smile

06/08/2012 Excellent 1

13/08/2012 Delicious lasagne superb dressing 1

13/08/2012

Purchased ommlette on Sunday

excellent. Thanks to chef 1

20/08/2012 Chicken & steak pie lovely thanks 1

20/08/2012

Thanks for all the food proided -

however would like hot food at

5pm 1

9 1

30/07/2012 Bring back sticky toffee cup cakes 1

13/08/2012

Alternative to custard option with

desserts please request

1 0

0 0


% scores 92% 8%

Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Value for

Money



30-Aug

Please can I pass on my thanks to you

for all your help during the Festival of

Politics. I have really enjoyed the gigs

in the restaurant and you and the team

helped to make the events a great

success 1 Thank you email

31-Aug

I just wanted to thank you for your part

in ensuring that the symposium that we

hosted in July was such a success.

We’ve had nothing but praise on all

aspects of it, which is in large part

because of the hard work and

professionalism of you and your teams.

Can you please pass on my gratitude to

all who were involved in ensuring that

delegates were very well looked after

and had an enjoyable and rewarding

experience in the Scottish Parliament. 1 Thank you email

2 0

0 0

0 0

Value for

money

0 0


Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Public Café








01/08/2012 very good overall experience 1












04/08/2012

Excellent overall experience - very surprised to find such

wonderful, helpful staff & so clean 1








































Service








24/08/2012

Excellent overall experience - excellent quality & service

would definitely recommend 1

























46 0






















Total Score:

Service

Food

Quality

21 0























22 0

01/08/2012

Excellent value for money - very good value & substantial

portions 1








16/08/2012

Excellent value for money - excellent sandwich,

wonderful value and very filling 1














22 0


Total Score:

Total Score:

Total Score:

Food

Quality

Food

Selection

Value for

Money


1 2 3 4 5



Selection of products available 10 5 11




Overall experience rating 10 14

Totals 0 1 23 41 114

1 2 3 4 5

Hospitality


30/08/2012

I just wanted to thank you and your

team for looking after the Member’s

Restaurant green rooms during the

Festival of Politics. We threw a few

last minute changes your way and you

adapted without any hitches. The

bands and performers were all very

grateful for the food and drink 1 Thank you email

29/08/2012

A big thanks to you and your team for

yesterday. Thanks for your

speedy/sterling service and for

constantly having to come back and

forward with more deliveries! It was

much appreciated. 1 Thank you email

31/08/2012

I just wanted to thank you for your part

in ensuring that the symposium that

we hosted in July was such a success.

We’ve had nothing but praise on all

aspects of it, which is in large part

because of the hard work and

professionalism of you and your teams.

Can you please pass on my gratitude to

all who were involved in ensuring that

delegates were very well looked after

and had an enjoyable and rewarding

experience in the Scottish Parliament. 1 Thanks you email

3 0

0 0

0 0

0 0


Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Value for

Money

Summary - September 2012


Service 32 1

Food Quality 25 2

Food Selection 18 1



% scores 94% 6%

0

5

10

15

20

25

30

35


Selection

Value for

Money

Positive

Negative



10/09/2012

Heat seems to be melting the

polystyrene container Comment

10/09/2012

Superb lunch, perfect

thankyou & great service 1

1 0

03/09/2012

Love the veggie sausage rolls -

top notch 1

08/09/2012 Yummy curry 1

08/09/2012

Tasty curry - amazing thank

you 1

10/09/2012 Salmon was tasty 1

10/09/2012 Cauliflower badly overcooked 1

10/09/2012 Lovely syllabub 1

10/09/2012 Delicious curry 1

17/09/2012

I thought todays veggie

lasagne was very good 1

17/09/2012 Curry was lovely 1

8 1

10/09/2012 Smokey bacon crisps please Request

0 0

03/09/2012

Such overjoyed staff giving

excellent value for money 1

10/09/2012

Wow that cheesecake sent me

to heaven - Amazing value 1

2 0


% scores 92% 8%

Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Value for

Money



0 0

0 0

0 0

0 0


Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Value for

Money

Public Café



04/09/2012 Could be better atmosphere & décor























07/09/2012 Excellent overall experience - Staff + cakes = wonderful 1




10/09/2012 Excellent overall experience - you've wonderful delicious coffees 1




14/09/2012

Very good overall experience - fork and knife out of metal

would be good 1

17/09/2012 Good service



















28/09/2012 Excellent overall experience - wonderful café, a great find 1


28/09/2012 Could be better atmosphere & décor Not marked


28/09/2012 Could be better overall experience 1




29/09/2012

Very good overall experience - good food, pleasant

atmosphere, lovely soup. Good to have Gluten-free choices 1

Service









29 1


















16 1









14/09/2012 Good selection - but more salads please 1










17 1













20/09/2012 poor value for money 1






16 2


Total Score:

Total Score:

Total Score:

Total Score:

Service

Food Quality

Food Selection

Value for

Money


1 2 3 4 5








Totals 1 8 21 41 54

1 2 3 4 5

Hospitality


13/09/2012

Can I pass on my thanks to the hospitality

team for supplying at short notice some last

minute catering for a meeting today. This

was very much a team effort and it certainly

helps us in terms of positive Customer

Service when your team helps us out in this

way. 1 Thank you email

20/09/2012

Thank you for supplying our sandwiches

today for the school kids. They proved to be

much more popular than the last time when

they were too “posh” for them. The only

complaint I have is that the wine glasses

were too big to get under the spout of the

juice container and we spilt a lot of it. Small

tumblers would have been better. Also, very

sorry about the broken glass – kids eh! 1 Thank you email

2 0

Service

Food

Quality

Total Score:

26/09/2012

Just a quick note to say thank you for all

your assistance today. I met with the guests

afterwards and they were very

complimentary about the food and the

service. Please also pass on my thanks to the

chef for arranging an alternative meal for one

of the guests at the last minute. Apologies

again for this late request, we were only

informed ourselves this morning despite

asking twice well in advance of the meal. 1 Email thanks

1 0

20/09/2012

Thank you for supplying our sandwiches

today for the school kids. They proved to be

much more popular than the last time when

they were too “posh” for them. The only

complaint I have is that the wine glasses

were too big to get under the spout of the

juice container and we spilt a lot of it. Small

tumblers would have been better. Also, very

sorry about the broken glass – kids eh! 1 Thank you email

1 0

0 0


Food

Quality

Food

Selection

Value for

Money

Total Score:

Total Score:

Total Score:

Summary - October 2012


Service 39 0

Food Quality 20 1

Food Selection 14 0



% scores 98% 2%

05

1015202530354045


Selection

Value for

Money

Positive

Negative


Date Comment Summary Positive Negative

0 0

08/10/2012 Soups are superb. Keep it up. 1

08/10/2012

Thursday's haggis, neeps & mashed potato the best

yet, Well done, clean platters all round! 1

08/10/2012 First class curry & staff are excellent 1

22/10/2012

Thursday's panna cotta was very unpleasant and too

gelatinous and didin't taste of cream whatsoever. It's

usually lovely 1

29/10/2012 Wonderfull food today. Thanks 1

29/10/2012

Lamb today was excellent - in fact so was

everything on my plate - well done 1

29/10/2012

lamb was divine and the panna cotta was a huge

improvement on last time. 1

29/10/2012 Best apple & fruit crumble for 2012. 1

7 1

29/10/2012 Hot filling on roll is a great idea, I really enjoyed it 1

1 0

0 0


% scores 89% 11%

Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Value for

Money

Theme

9



0 0

0 0

0 0

0 0


Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Value for

Money

Public Café



02/10/2012 Café atmosphere & décor Not marked

02/10/2012 Helpful & knowledgeable employees 1









03/10/2012 Excellent overall experience - very good coffee 1




03/10/2012

Very good overall experience - vegan options that non -vegans

would like too! 1








04/10/2012 Excellent overall experience - No OAP concessions 1




04/10/2012

Excellent overall experience - arrived at 10.40 but no soup until

11.30. We Scots eat soup at anytime. Thanks 1








11/10/2012

Very good overall experience - I think it is better to replace the

wooden forks & knives with plastic or metal ones because they

may hurt 1








16/10/2012 Very good overall experience - Sweet products & drinks well priced 1




17/10/2012

Very good overall experience - An enjoyable experience we will

visit again 1





39 0Total Score:

Service







04/10/2012 Vey good quality 1







13 0














13 0














12 1


Total Score:

Total Score:

Total Score:

Food

Quality

Food

Selection

Value for

Money


1 2 3 4 5



Selection of products available 5 3 5





Totals 0 1 20 22 48

1 2 3 4 5

Hospitality


0 0

0 0

0 0

0 0


Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Value for

Money

Summary - November


Service 11 0

Food Quality 20 5

Food Selection 21 2



% scores 88% 12%

0

5

10

15

20

25


Selection

Value for

Money

Positive

Negative



26/11/2012

Always good service - thank

you 1

1 0

12/11/2012 Found cling flim in my salad 1

19/11/2012 Chicken superb quality 1

26/11/2012 Enjoying the quinoa 1

2 1

05/11/2012 Today's selection so 1

26/11/2012 Fantastic food lately 1

26/11/2012

Salads have been very good

lately 1

2 1

0 0


% scores 71% 29%

Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Value for

Money



01-Nov

Guest was delighted

with the lunch and

asked that I pass on

his compliments. 1 Thank you email

08-Nov

The lunch was again

really well received

yesterday. Thanks to

all your staff 1 Thank you email

2 0

01-Nov

Guest was delighted

with the lunch and

asked that I pass on

his compliments. 1 Thank you email

08-Nov

The lunch was again

really well received

yesterday. Thanks to

all your staff 1 Thank you email

2 0

0 0

0 0


Total Score:

Value for

Money

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Public Café



01/11/2012 Café atmosphere & decor Not marked


01/11/2012 Excellent overall experience - very enjoyable 1




02/11/2012

Excellent overall experience - Thoroughly enjoyed

whole experience 1




































07/11/2012

Excellent overall experience - We walked the length of

the Royal mile and from all the coffee shops we nearly

chose we were delighted to leave this one till last ! 1











15/11/2012

Excellent overall experience - Absolutely wonderful

staff & food couldn't have been better. 1







21/11/2012 Could be better overall experience 1













8 0



02/11/2012 Poor quality - very dry scone, when I sliced it fell to pieces 1




05/11/2012

Excellent quality - the largest ,tastiest & best value piece

of tiffin I've ever eaten. Ta! 1





07/11/2012

Poor quality - cakes were dry and not befitting the

Scottish Parliament 1






24/11/2012 poor quality - Scone very dry - could not eat it 1


15 4








Total Score:

Total Score:

Service

Food

Quality

Food

Selection









21/11/2012 poor selection 1




18 1

01/11/2012 very good value for money 1











07/11/2012 poor value for money 1




21/11/2012

Poor value for money - The prices mean that only those

people with a certain income can take part in the café 1




17 2


Total Score:

Total Score:

Food

Selection

Value for

Money


1 2 3 4 5








Totals 6 4 27 35 59

1 2 3 4 5

Hospitality


0 0

23/11/2012

Super lunch prepared for

the event. Well done to all

the Parliament catering

team and all involved.

Popcorn - fab! 1

1 0

23/11/2012

Super lunch prepared for

the event. Well done to all

the Parliament catering

team and all involved.

Popcorn - fab! 1

1 0

0 0


Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Value for

Money

Summary - December


Service 28 1

Food Quality 29 3

Food Selection 17 1



% scores 95% 5%

0

5

10

15

20

25

30

35


Selection

Value for

Money

Positive

Negative



03/12/2012

Staff member brought

sunshine to a plate 1

10/12/2012

Chefs putting plates of eggs

on top of the veggie sausages

doesn’t seem very hygienic 1

1 1

03/12/2012

Huge improvement in variety

of salads, complexity, depth

of flavour & texture - 5 star

stuff congratulations 1

03/12/2012 Cream of broccoli soup lovely 1

03/12/2012

Rump steak stunning & veg

sublime 1

03/12/2012

Saturday's rump steak was

amazing, Thanks 1

03/12/2012

Sunday's pork was really

good thank you again 1

17/12/2012

Fantastic veggie christmas

dinner - Thanks 1

17/12/2012

Turkey was too dry not to be

reported 1

17/12/2012

Turkey was so tough it was

inedible 1

17/12/2012

Fantastic Turkey for

Christmas lunch 1

17/12/2012 Excellent Christmas lunch 1

17/12/2012 Great Christmas lunch 1

17/12/2012

Wonderfull food as always,

Thanks 1

17/12/2012

More fruit and less crumble -

last few virtually no fruit at

all!! 1

10 3

0 0

0 0


% scores 73% 27%

Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Value for

Money



19-Dec

I just wanted to put on the record my heartfelt thanks

and appreciation to the staff on duty in the Member’s

restaurant for our whisky tasting last night. The food

was first rate and the staff attentive, friendly and

extremely helpful all night. It really made our event

special and many of our guests commented on the

high quality of the service and the excellence of the

food. Please pass on my thanks to the team. I’d also

like to thank you for arranging the whole thing and

helping me through the process. It’s true to say I’d

have been lost without you guiding me through the

minefield that is the event booking system. 1 Thank you email.

1 0

19-Dec

I just wanted to put on the record my heartfelt thanks

and appreciation to the staff on duty in the Member’s

restaurant for our whisky tasting last night. The food

was first rate and the staff attentive, friendly and

extremely helpful all night. It really made our event

special and many of our guests commented on the

high quality of the service and the excellence of the

food. Please pass on my thanks to the team. I’d also

like to thank you for arranging the whole thing and

helping me through the process. It’s true to say I’d

have been lost without you guiding me through the

minefield that is the event booking system. 1 Thank you email.

1 0

0 0

0 0


Value for

Money

Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Public Café





01/12/2012 Excellent overall experience - great 1





01/12/2012 excellent service 1












10/12/2012 Excellent overall experience - very good cup of tea! Lovely visit 1












12/12/2012

Excellent overall experience - Thanks to all the staff for their

cheerful service 1




13/12/2012

Excellent overall experience - Staff in Café very friendly &

helpful 1




14/12/2012 Excellent overall experience - had a great day 1












17/12/2012

Very good overall experience - Will come back. More soft

seats would be nice 1






Service



20/12/2012

Excellent overall experience - Happy christmas to all the staff.

Thanks for your cheerful service over the year 1








22/12/2012

Excellent overall experience - Staff very welcoming &

friendly. Tranquil atmosphere very relaxing. 1

26 0











13/12/2012 very good quality 1




20/12/2012 Excellent quality - excellent bran scone 1




18 0




03/12/2012

Could be better selection - Would be great if there was a

choice of full fat as well as semi skim milk 1















17 1

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection



















18 0


Total Score:

Value for

Money


1 2 3 4 5








Totals 0 1 10 30 85

1 2 3 4 5

Hospitality


0 0

0 0

0 0

0 0


Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Value for

Money

Summary - January 2013


Service 36 0

Food Quality 16 0

Food Selection 11 2



% scores 96% 4%

0

5

10

15

20

25

30

35

40


Selection

Value for

Money

Positive

Negative



07/01/2013 Great service from the team Thank you 1

21/01/2013

I would like to say what a fantastic job you all

do here, the quality of the food is excellent.

Well done and keep it up. 1

2 0

07/01/2013 Wellington needs gravy Comment

14/01/2013 Roast beef was excellent as was the apple 1

14/01/2013

Excellent home baked bread - sun dried tomato

baguette very good thanks 1

14/01/2013

The homemade bread was lovely - had sun

dried tomato well done. 1

14/01/2013

Homemade bread delish. But please bring back

tuna without mayo. Thanks 1

21/01/2013 Rosemary & garlic bread excellent 1

5 0

14/01/2013 Loving the Vegan gluten free baked potato 1

21/01/2013 BP fillings have been great 1

2 0

0 0


% scores 100% 0%

Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Value for

Money



24-Jan

I would like to say a huge thank

you to you and your team for

the lovely lunch you provided

yesterday. Everyone enjoyed

the meal and the wines were the

perfect accompaniment 1 Thank you email.

1 0

24-Jan

I would like to say a huge thank

you to you and your team for

the lovely lunch you provided

yesterday. Everyone enjoyed

the meal and the wines were the

perfect accompaniment Thank you email.

0 0

0 0

0 0


Value for

Money

Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Public Café





03/01/2013 Excellent overall experience - more hot food but the staff are nice & helpful 1








07/01/2013 Excellent overall experience - fantastic staff, great drinks lovely café 1




12/01/2013 Excellent overall experience - lovely café but a wee bit canteenish 1












17/01/2013

Excellent overall experience - clean, excellent value for money, staff

enjoying their work & good with customers 1
















29/01/2013

Very good overall experience - would prefer a wider selection of cakes &

juices, but overall a very pleasant café 1

33 0












11 0

Service

Total Score:

Total Score:

Food

Quality












9 2












10 1


Total Score:

Total Score:

Food

Selection

Value for

Money


1 2 3 4 5








Totals 0 3 10 18 46

1 2 3 4 5

Hospitality


0 0

0 0

0 0

0 0


Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Value for

Money

Summary - February 2013


Service 15 2

Food Quality 29 1

Food Selection 35 1



% scores 95% 5%

0

5

10

15

20

25

30

35

40


Selection

Value for

Money

Positive

Negative



Nice idea for Chinese theme

day pity about Japanese

woman on advertising 1

0 1

Roast Beef was lovely 1

Cullen skink up to usual high

standard 1

Excellent Sat food gravy

superb 1

Tasty Meal - thankyou 1

4 0

Cream would be good 1

Great to have stuffed 10

11 0

0 0


% scores 94% 6%

Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Value for

Money



0 0

0 0

0 0

0 0


Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Value for

Money

Public Café


01/02/2013

A pity about the frosted windows to the

café. Hope it is temporary Not marked

04/02/2013 Would be great if there was wifi Comment

07/02/2013 was nice & good 1

23/02/2013 Most enjoyable, very friendly staff 1

26/02/2013 What a find- a fabulous café 1

28/02/2013 Wish you all the best and continue please 1

25/02/2013 Public service at it's best 1

14 1

02/02/2013

Cock a leekie soup excellent, employee

worn gloves to serve food & handle coins 1 1

02/02/2013 Scones were very dry 1

27/02/2013 Tuna salad very tasty but more 1

24 1

06/02/2013 You offer some wicked pastries 1

07/02/2013 very impressed that you had soya milk 1

26/02/2013 Herbal infusion with no tea e.g. twinnings 1 0

27/02/2013 Lovely coffee and great staff. Thanks! 1

23 1

04/02/2013 Lower prices and have bins 1

04/02/2013

£4.25 for a sandwich is a joke.

Recommend decrease the price 1

24 1

Total 85 4

Service

Food

Quality

Food

Selection

Value for

Money


1 2 3 4 5

Service you received 1 3 2 19




Café atmosphere & décor 0 1 4 8 11

Helpfulness & knowledge of employees 0 2 2 3 14

Overall experience rating 0 3 1 5 14

Totals 4 14 29 38 97

poor good excellent

Hospitality


19.02.13

Just a quick email to say thank

you for all your assistance with

arranging the lunch yesterday.

Everything looked great in the

room once it was set up. I

received some great comments

for the guests about the lunch, as

well as the service from your

team. 1 Thank you email

1 0

19.02.13










1 0

19.02.13










1 0

0 0


Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Value for

Money

Summary - March 2013


Service 58 5

Food Quality 37 3

Food Selection 24 3



% scores 92% 8%

0

10

20

30

40

50

60

70


Selection

Value for

Money

Positive

Negative



11/03/2013

Tables aree too close together

for comfort 1

11/03/2013

Please dry trays before

putting them out for use 1

25/03/2013

Lovely breakfast Lucas -

Thank you 1

25/03/2013

Sorry it has to end this way.

So much pleasure for so little

loss, why are you doing this

to me? (re stopping of

Saturday service) 1 Comment re loss of Saturday service

2 2

04/03/2013

Enjoyed the mac cheese,

malteser cheesecake and

aubergine bake this week -

thanks 1

11/03/2013

Feedback for last week -

malteser cake - amazing,

aubergine layer - amazing 1

11/03/2013 Brilliant veggie curry today 1

18/03/2013

Raw potato on cottage pie

( otherwise very nice) 1 1

18/03/2013 Best mac cheese ever- thanks 1

18/03/2013 Good curry 1

18/03/2013 Excellent curry 1

25/03/2013

Can you make the sausages

look like they are cooked/

Why can't they be browned

properly? 1

25/03/2013

Could I request more of the

almond scones they were

delish! 1

25/03/2013

What a great breakfast and

my lunch was even better. 1

25/03/2013

Saturday best steak ever! Well

played 1

10 2

04/03/2013 Bring back the gherkins Client request

11/03/2013 No sprite zero again Supplier issue

18/03/2013

Why no brown rolls with soup

yesterday? Comment

0 0

0 0


% scores 75% 25%

Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Value for

Money



0 0

0 0

0 0

0 0


Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Value for

Money

Public Café



01/03/2013 Café atmosphere & décor


01/03/2013 Could be better overall experience - wooden cutlery!!!!! Why not metal cutlery 1




04/03/2013 Excellent overall experience - Fantastic value for money, unlike rip off England - lovely visit 1




05/03/2013 Excellent overall experience - Cheery staff, bright surroundings 1




05/03/2013 Excellent overall experience - very good and great Idea meal deal. Staff very friendly & helpful 1



12/03/2013

Could be better overall experience - A dissapointment after visit 2 years ago. Wooden cutlery

would stop me returning 1




16/03/2013 Excellent overall experience - Alovely cup of tea & scone. Very friendly service. Thank you 1




18/03/2013 Very good overall experience - delicious coffee - Thank you 1





20/03/2013

Could be better overal experience - Poor utensils - fork splintered while eating and not

comfortable to eat with 1



20/03/2013

Good overall experience - please replace wooden knives with metal or plastic. Wooden ones rip

the scones when spreading butter 1





20/03/2013

I had a splinter in my finger on my right hand from the wooden fork I used to eat my salad.

Dangerous - Splinters in mouth are dangerous 1



20/03/2013

Could be better overall experience - Wooden knife useless for spreading butter on scone - Scone

breaks up not good 1




21/03/2013 Excellent overall experience - very good staff 1




21/03/2013 Excellent overall experience - very good staff. 1








23/03/2013 Excellent overall experience - Needs to be heating in café 1








25/03/2013 Excellent overall experience - Delicious sandich - v.fresh. Staff pleasant & helpful. Lighting a bit gloomy 1






Service



25/03/2013 Excellent overall experience - nice staff 1




26/03/2013

Excellent overall experience - Café is used frequently used by people who are also using laptops -

why are there no power points & why no WiFi. 1



26/03/2013 Very good overall experience - very useful place even if not visiting the Parliament 1




26/03/2013 Excellent overall experience - lovely building, welcoming people - a nice experience 1








27/03/2013

Excellent overall experience - I am a regular visitor and it is always a pleasure to come to the

café. The staff are first class and add to the ambience. Well done 1







28/03/2013 Excellent overall experience - good high standard of cleanliness, much appriciated 1





56 3





























Total Score:

Service

Food

Quality

27 1




























24 3



























24 2


Total Score:

Total Score:

Total Score:

Food

Quality

Food

Selection

Value for

Money


1 2 3 4 5






Helpfulness & knowledge of employees 1 4 6 18


Totals 0 20 27 39 120

1 2 3 4 5

Poor Good Excellent

Hospitality


0 0

0 0

0 0

0 0


Total Score:

Total Score:

Total Score:

Total Score:

Service

Food

Quality

Food

Selection

Value for

Money

Documents

Summary - March 2012 Positive Negative Themes Service 80 ......Mmm fish pastie who'd have thought they'd be so scrumptious 1 12/03/2012 Food was great but the tables were a bit wobbly!