2018 - OSA Dine-In

• Conducted on

  Date

• Prepared by

• Location
  Address

• Site #000099

  Yes

  No

  N/A

• 555 Any Road

  Yes

  No

  N/A

• Any City, USA 45454

DINE-IN OPERATIONAL SERVICE AUDIT (OSA)

• Act Pos

  Yes

  No

  N/A

• Period: (example: Period 06 2018)

• Visit Date: / /

  Date

Visit Day:

• Do you have a GOOD picture of your food order for your report?

  Yes

  No

  N/A

• Number of People in Line Ahead of You: 0 - 5 / 6 - 10 / Over 10

SERVICE

• 1. Was the store open during the time posted on the entrance?

  Yes

  No

  N/A

• If this is answered No, the rest of the report is NA and the total score is 0/2 = 0%

  Yes

  No

  N/A

• If No, please confirm the time of your visit: : AM/PM

• If No, please confirm the store’s posted opening time: : AM

  Yes

  No

  N/A

• If No, please confirm the store’s posted closing time: : PM

  Yes

  No

  N/A

• 2. Did an Associate give you a genuinely friendly greeting with eye contact and a smile?

  Yes

  No

  N/A

• If No, mark all that apply:

  Yes

  No

  N/A

• a. Did not give a greeting

  Yes

  No

  N/A

• b. Greeting was mechanical/insincere

  Yes

  No

  N/A

• c. Did not smile

  Yes

  No

  N/A

• d. Did not look at me/give eye contact

  Yes

  No

  N/A

• 3. Did the Associate give you his/her full attention during the ordering process?

  Yes

  No

  N/A

• If No, mark all that apply:

  Yes

  No

  N/A

• a. Stepped away from the serving table during the ordering process to do something else

  Yes

  No

  N/A

• b. Did not listen carefully and I had to repeat myself

  Yes

  No

  N/A

• c. Had a personal conversation in front of me

  Yes

  No

  N/A

• d. Rushed me through the ordering process

  Yes

  No

  N/A

• e. Seemed distracted

  Yes

  No

  N/A

• f. Other

  Yes

  No

  N/A

• 4. Did any Associate mention a sample or offer one to you or other guests?

  Yes

  No

  N/A

• 5. Did any Associate offer an additional food item for your order?

  Yes

  No

  N/A

Page 1 of 6

• Act Pos

  Yes

  No

  N/A

• 6. Did any Associate offer you a beverage?

  Yes

  No

  N/A

• Worth 2 points for Tea Bar locations. Otherwise, worth 4 points

• If Yes to Q6, did any Associate specifically offer you a Tea Bar beverage?

  Yes

  No

  N/A

• If Yes to Q6a, what type of Tea Bar beverage were you offered? Mark all that apply:

  Yes

  No

  N/A

• a. Milk Tea (e.g., Panda Milk, Thai Milk, etc)

  Yes

  No

  N/A

• b. Lemonade (e.g., Classic, Strawberry, etc)

  Yes

  No

  N/A

• c. Fruit Tea (e.g., Strawberry, Raspberry, etc)

  Yes

  No

  N/A

• d. Smoothie or Yogurt (e.g., Mango Smoothie, Sparkling Mango Yogurt, etc)

  Yes

  No

  N/A

• 7. Did any Associate invite you to make a donation?

  Yes

  No

  N/A

• 8. Did the Cashier thank you sincerely?

  Yes

  No

  N/A

• If No, mark one only:

• a. Did not thank me

  Yes

  No

  N/A

• b. Did not sound sincere

  Yes

  No

  N/A

• 9. When it was your turn to order, was your first choice of entrée(s) and side(s) ready to be served? (4 points awarded if Yes to Q9 or Q9a.)

  Yes

  No

  N/A

• If No to Q9, did the Associate offer to cook it fresh for you (without you having to ask)?

  Yes

  No

  N/A

• If No to Q9a, was the item cooked for you when you asked if they would? (1 point awarded if No to Q9/Q9a but Yes to Q9c.)

• If No to Q9c, mark all that apply:

  Yes

  No

  N/A

• a. Manager or other Associate refused

  Yes

  No

  N/A

• b. Manager or other Associate said it would take several minutes and seemed unwilling

  Yes

  No

  N/A

• c. Manager or other Associate indicated they would be closing soon

  Yes

  No

  N/A

• d. Fryers were shut off

  Yes

  No

  N/A

• e. Back of house did not want to cook it or was already cleaning

  Yes

  No

  N/A

• 10. Did you receive the correct order?

  Yes

  No

  N/A

• If No, mark all that apply:

  Yes

  No

  N/A

• a. Missing food item

  Yes

  No

  N/A

• b. Missing beverage or beverage cup

  Yes

  No

  N/A

• c. Missing fortune cookie

  Yes

  No

  N/A

• d. Received incorrect food item

  Yes

  No

  N/A

• e. Received incorrect beverage

  Yes

  No

  N/A

• f. Received additional item(s) not ordered

  Yes

  No

  N/A

• If No, mark all that apply:

  Yes

  No

  N/A

Page 2 of 6

• 4 or 2

  Yes

  No

  N/A

• a. Did not apologize

  Yes

  No

  N/A

• b. Apology did not sound sincere

  Yes

  No

  N/A

• c. Did not correct the issue

  Yes

  No

  N/A

• 11. Did you observe any Associates visiting Guests in the dining area ("table touching")?

  Yes

  No

  N/A

FOOD

• 12. When you approached the serving table, did you see an empty pan for any of the following core items? (Points awarded if No.)

• If Yes, which items had an empty pan? Mark all that apply:

  Yes

  No

  N/A

• a. Fried Rice

  Yes

  No

  N/A

• b. Chow Mein

  Yes

  No

  N/A

• c. Current Promotional Product (e.g., Honey Sesame Chicken Breast)

  Yes

  No

  N/A

• d. Orange Chicken

  Yes

  No

  N/A

• e. Broccoli Beef

  Yes

  No

  N/A

• f. Kung Pao Chicken

  Yes

  No

  N/A

• g. Grilled Teriyaki Chicken

  Yes

  No

  N/A

• 13. Did the food on the serving table look fresh?

  Yes

  No

  N/A

• a. Item(s) did not look freshly cooked or looked dried out

  Yes

  No

  N/A

• b. Item(s) looked burned or overcooked

  Yes

  No

  N/A

• c. Other issue

  Yes

  No

  N/A

• 14. Was the food you received hot and fresh?

  Yes

  No

  N/A

• If No, what were the issues with your food? Mark all that apply: (6 points if checked one reason below, and 0 points if checked more than one.)

• a. Meat was dry/tough

  Yes

  No

  N/A

• b. Vegetables were dry/tough

  Yes

  No

  N/A

• c. Battered Meat/Appetizer was soggy/not crisp

  Yes

  No

  N/A

• d. Rice or chow mein was dry

  Yes

  No

  N/A

• e. Stir fry food was soggy/not crisp

  Yes

  No

  N/A

• f. Food was cold

  Yes

  No

  N/A

• g. Other issue

• 15. Was the entrée portion size correct (observed one "heaping scoop" served or received the correct number of pieces)?

  Yes

  No

  N/A

• AMBIANCE

  Yes

  No

  N/A

• 16. Were all Associates in uniform, and did they present themselves with a clean and orderly appearance?

  Yes

  No

  N/A

• If No, mark all that apply:

  Yes

  No

  N/A

Page 3 of 6

• Act Pos

  Yes

  No

  N/A

• Act Pos

  Yes

  No

  N/A

• a. One or more Associates not wearing a Panda t-shirt and apron (or black shirt for managers)

  Yes

  No

  N/A

• b. One or more Associates not wearing black pants

  Yes

  No

  N/A

• c. One or more Associates not wearing a name tag

  Yes

  No

  N/A

• d. One or more Front of House and/or Back of House Associates not wearing a Panda cap

  Yes

  No

  N/A

• e. One or more Associates wearing dirty, stained, or wrinkled clothing and/or hat

  Yes

  No

  N/A

• f. One or more Associates wearing a dirty, stained, or wrinkled apron

  Yes

  No

  N/A

• g. One or more Associates with unclean hands

  Yes

  No

  N/A

• h. One or more Associates ungroomed/unkempt

  Yes

  No

  N/A

• 17. Was the restaurant exterior clean (e.g., parking lot, sidewalk, outdoor seating, and trash cans, if applicable)?

  Yes

  No

  N/A

• If No, what areas were dirty or littered? Mark all that apply: (1 point if checked one reason below, and 0 points if checked more than one.)

• a. Parking lot

  Yes

  No

  N/A

• b. Sidewalk

  Yes

  No

  N/A

• c. Outdoor seating area

  Yes

  No

  N/A

• d. Exterior trash can(s)

  Yes

  No

  N/A

• 18. Was the serving table clean (e.g., no spillover of food or sauces, sneeze guard clean)?

  Yes

  No

  N/A

• If No, mark all that apply: (2 points if checked one reason below, and 0 points if checked two or more.)

• a. Food and/or sauces spilled over onto the serving table

  Yes

  No

  N/A

• b. Counter edge dirty

  Yes

  No

  N/A

• c. Sneeze guard dirty

  Yes

  No

  N/A

• d. Other issue

  Yes

  No

  N/A

• If No, mark all that apply: (2 points if checked one reason below, and 0 points if checked two or more.)

• a. Fork not provided and not available at the self-serve area

  Yes

  No

  N/A

• b. Napkins not provided and not available at the self-serve area

  Yes

  No

  N/A

• c. Straw not provided and not available at the self-serve area (if fountain drink purchased)

  Yes

  No

  N/A

• d. Drink lid not provided and not available at the self-serve area (if fountain drink purchased)

  Yes

  No

  N/A

• e. No ice at the self-serve drink station

  Yes

  No

  N/A

• f. Soda fountain flavor(s) not working at the self-serve drink station

  Yes

  No

  N/A

• g. Soda fountain dirty

  Yes

  No

  N/A

• h. Spills on the self-serve counter

  Yes

  No

  N/A

Page 4 of 6

• i. Litter on the self-serve counter

  Yes

  No

  N/A

• 20. Was the dining area clean?

  Yes

  No

  N/A

• If No, mark all that apply: (2 points if checked one reason below, and 0 points if checked two or more.)

• a. One or more tables/chairs in the dining area not clean

  Yes

  No

  N/A

• b. Dining area floor dirty, sticky, wet, or littered

  Yes

  No

  N/A

• c. Interior trash can(s) full or overflowing

  Yes

  No

  N/A

• d. Windows and/or doors dirty or smudged

  Yes

  No

  N/A

• e. Other issue

• 21. Was the restroom clean, stocked, and functional?

  Yes

  No

  N/A

• If No, mark all that apply: (2 points if checked one reason below, and 0 points if checked two or more.)

• a. Floor dirty or littered

  Yes

  No

  N/A

• b. Toilet/urinal dirty

  Yes

  No

  N/A

• c. Sink/counter/mirror dirty or littered

  Yes

  No

  N/A

• d. Trash can(s) full or overflowing

  Yes

  No

  N/A

• e. No toilet paper in one or more stalls

  Yes

  No

  N/A

• f. No soap available at all

  Yes

  No

  N/A

• g. Nothing available to dry hands with

  Yes

  No

  N/A

• h. Toilet/urinal not working

  Yes

  No

  N/A

• i. Sink/faucet not working

  Yes

  No

  N/A

• j. Mirror cracked or broken

  Yes

  No

  N/A

• k. Door or stall lock missing or not working

  Yes

  No

  N/A

• 22. Did you observe any Associates excessively cleaning or performing any action that could lead to chemical contamination of food? (Points awarded if No.)

  Yes

  No

  N/A

• If Yes, mark all that apply:

  Yes

  No

  N/A

• a. Cleaning chemicals being used in Back of House (chemicals sprayed in or near an area where food is stored or prepared)

  Yes

  No

  N/A

• b. Serving table being cleaned (spraying chemicals on serving table near food, actively cleaning whole service table with no food during open hours, etc)

  Yes

  No

  N/A

• c. Associate standing on cooking equipment (any equipment with direct contact to food such as: the wok, on the fryers, on the coolers)

  Yes

  No

  N/A

OVERALL SATISFACTION

• 23. Did you witness or experience any exceptional acts of customer service during your visit today?

  Yes

  No

  N/A

• If Yes, explain:

  Yes

  No

  N/A

• If Yes, name of the Associate (if possible):

• 24. On a scale from 1 to 5, how satisfied were you with your overall experience on this visit today?

Page 5 of 6

• Act Pos

  Yes

  No

  N/A

• Mark one only:

  Yes

  No

  N/A

• 5: Very satisfied

  Yes

  No

  N/A

• 4: Satisfied

  Yes

  No

  N/A

3: Somewhat satisfied

2: Somewhat dissatisfied

• 1: Not at all satisfied

  Yes

  No

  N/A

• If not Very satisfied, please explain:

CASH HANDLING POLICY STEPS

• Act Pos

  Yes

  No

  N/A

• 25. Did the Cashier voluntarily give you a receipt?

  Yes

  No

  N/A

• If No, mark one only:

• a. I had to ask for my receipt

  Yes

  No

  N/A

• b. Cashier could not provide a receipt

  Yes

  No

  N/A

• 26. Were you charged the correct price for your meal?

  Yes

  No

  N/A

• If No, mark all that apply:

  Yes

  No

  N/A

• a. Overcharged or charged for items I did not receive:

  Yes

  No

  N/A

• b. Undercharged or not charged for all items received:

  Yes

  No

  N/A

• 27. Based on the items you received, did your receipt accurately list the items you were served?

  Yes

  No

  N/A

• If No, mark one only:

• a. Incorrect item(s) listed:

  Yes

  No

  N/A

• b. Cashier could not provide a receipt

  Yes

  No

  N/A

• Score Summary

• Act Pos

  Yes

  No

  N/A

Service

• Food

  Yes

  No

  N/A

Ambiance

Cash Handling

• TOTAL

• Proprietary & Confidential. Not to be copied, disseminated or used for any purpose without the express written consent of Market Force Information. © 2018 Market Force Information LLC

• All rights reserved. 07/19/2018

  Yes

  No

  N/A

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