2018 - OSA Drive-Thru

• Conducted on

  Date

• Prepared by

• Location
  Address

• Site #000099 555 Any Road

• Any City, USA 45454

DRIVE-THRU OPERATIONAL SERVICE AUDIT (OSA)

• Act

  Yes

  No

  N/A

• Pos

  Yes

  No

  N/A

• Period:

• Visit Date:

  Date

Visit Day:

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

  Yes

  No

  N/A

• Number of Vehicles to the ordering menu board: 0 - 2 / 3 - 4 / 5 or more

SERVICE

• Was the Drive-Thru open during the time posted on the store entrance?

  Yes

  No

  N/A

• If this is answered No, the rest of the report is NA and the total score is 0/1 = 0%

  Yes

  No

  N/A

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

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Did an Associate promptly give you a genuinely friendly greeting at the speaker/ordering area? (Recorded greetings do not apply.)

  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. Took longer than 5 seconds to greet or acknowledge me

  Yes

  No

  N/A

• If not greeted/acknowledged within 5 seconds but given a genuinely friendly greeting, how long did it take? Mark one only:

  Yes

  No

  N/A

• a. 6-10 seconds (2 points awarded to Q2)

  Yes

  No

  N/A

• b. More than 10 seconds (0 points awarded to Q2)

  Yes

  No

  N/A

• Did the Associate offer you a promotional menu item when you were greeted/acknowledged in the speaker/ordering area?

  Yes

  No

  N/A

• If Yes, what promotional menu item was offered?

  Yes

  No

  N/A

• Did the Associate say any of your choices were unavailable or not ready to be served? (4 points awarded if No to Q4 or Yes to Q4a.)

  Yes

  No

  N/A

• If Yes to Q4, did the Associate offer to cook it fresh for you (without you having to ask)?

  Yes

  No

  N/A

• If No to Q4a, when you requested an unavailable item, did the Associate reply in a genuinely friendly and attentive manner? (2 points awarded if No to Q4a but Yes to Q4b.)

  Yes

  No

  N/A

• If No to Q4a, was the item cooked for you when you asked if they would? (1 point awarded if No to Q4a but Yes to Q4c.)

• If No to Q4c, 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

• Did any Associate offer an additional food item for your order (other than the promotional item offered during the greeting)?

  Yes

  No

  N/A

• Did any Associate offer you a beverage?

  Yes

  No

  N/A

• Did the Associate confirm that the order was correct on the order display screen or repeat your order to you if not displayed?

  Yes

  No

  N/A

• If No, mark one only:

• a. Order did not appear on the display screen and my order was not repeated

  Yes

  No

  N/A

• b. Display screen was out of order and my order was not repeated

  Yes

  No

  N/A

• c. Was not asked by Associate if order was correct as displayed

  Yes

  No

  N/A

• Did your final order with total price appear on the order display screen, or did the Associate quote the price if your final order was not displayed?

  Yes

  No

  N/A

• a. Final order did not appear on the display screen and the price was not quoted

  Yes

  No

  N/A

• b. Display screen was out of order and the price was not quoted

  Yes

  No

  N/A

• c. Order displayed was not complete

  Yes

  No

  N/A

• d. Total price did not appear

• Did the Associate speak clearly, making it easy for you to understand what was said?

  Yes

  No

  N/A

• If No, mark all that apply:

  Yes

  No

  N/A

• a. Spoke too fast

  Yes

  No

  N/A

• b. Spoke too quietly

  Yes

  No

  N/A

• c. Muffled or difficult to understand

  Yes

  No

  N/A

• d. Other

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• a. Rushed me through the ordering process

  Yes

  No

  N/A

• b. Asked me to hold for a period of time

  Yes

  No

  N/A

• c. Other

  Yes

  No

  N/A

• If asked to hold but otherwise given full attention, how long were you on hold? Mark one only:

  Yes

  No

  N/A

• a. 0-10 seconds (3 points awarded to Q10)

  Yes

  No

  N/A

• b. 11-20 seconds (1 point awarded to Q10)

  Yes

  No

  N/A

• c. Over 20 seconds (0 points awarded to Q10)

  Yes

  No

  N/A

• Did the Associate at the window promptly give you a genuinely friendly greeting with eye contact and a smile?

  Yes

  No

  N/A

• a. Was not greeted

  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

• e. Took longer than 10 seconds to greet or acknowledge me at the window

  Yes

  No

  N/A

• If not greeted/acknowledged within 10 seconds at the window but given a genuinely friendly greeting, how long did it take? Mark one only:

  Yes

  No

  N/A

• a. 11-20 seconds (2 points awarded to Q11)

  Yes

  No

  N/A

• b. Over 20 seconds (0 points awarded to Q11)

  Yes

  No

  N/A

• Did any Associate invite you to make a donation?

  Yes

  No

  N/A

• Did the Associate at the window thank you sincerely?

  Yes

  No

  N/A

• a. Did not thank me

  Yes

  No

  N/A

• b. Did not sound sincere

  Yes

  No

  N/A

• Did the Associate turn towards you, lean out the window, or display a welcoming body position?

  Yes

  No

  N/A

• How long did it take from the time you placed your order to the time that you received your complete order? Mark one only:

• a. Less than 3.5 minutes (5 points awarded)

  Yes

  No

  N/A

• b. 3.5-4 minutes (3 points awarded)

  Yes

  No

  N/A

• c. Over 4 minutes (0 points awarded)

  Yes

  No

  N/A

• Were a fork, fortune cookie, straw (if applicable), napkins, and sauces offered and/or provided with your meal?

  Yes

  No

  N/A

• a. Missing fork

  Yes

  No

  N/A

• b. Missing fortune cookie

  Yes

  No

  N/A

• c. No napkins provided

  Yes

  No

  N/A

• d. No straw for fountain beverage

  Yes

  No

  N/A

• e. Not offered or automatically provided appetizer sauce for appetizer ordered

  Yes

  No

  N/A

• f. Offered but not provided appetizer sauce for appetizer ordered

  Yes

  No

  N/A

• g. Not offered or automatically provided Teriyaki sauce for Grilled Teriyaki Chicken ordered

  Yes

  No

  N/A

• h. Offered but not provided Teriyaki sauce for Grilled Teriyaki Chicken ordered

  Yes

  No

  N/A

• i. Did not receive sauce specifically requested

  Yes

  No

  N/A

• Did you receive the correct order?

  Yes

  No

  N/A

• a. Missing food item

  Yes

  No

  N/A

• b. Missing beverage

  Yes

  No

  N/A

• c. Received incorrect food item

  Yes

  No

  N/A

• d. Received incorrect beverage

  Yes

  No

  N/A

• e. Received additional item(s) not ordered

  Yes

  No

  N/A

• If No to Q17 and you were able to determine the order was incorrect before pulling away from the window, did the Associate sincerely apologize and correct the issue? (If Yes, 2 points awarded to Q17.)

  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

FOOD

• Was your food packaged in a neat and presentable manner?

  Yes

  No

  N/A

• If No, mark all that apply: (4 points if checked one reason below, and 0 points if checked more than one.)

• a. Packaging torn/damaged

  Yes

  No

  N/A

• b. Packaging not closed securely

  Yes

  No

  N/A

• c. Items spilled into bag

  Yes

  No

  N/A

• d. Items or sauce moved to other compartments in the package

  Yes

  No

  N/A

• 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

• AMBIANCE

  Yes

  No

  N/A

• Was the Associate at the window in uniform, and did they present themselves with a clean and orderly appearance?

  Yes

  No

  N/A

• a. Not wearing a Panda t-shirt and apron (or black shirt for managers) or coat/jacket

  Yes

  No

  N/A

• b. Not wearing black pants

  Yes

  No

  N/A

• c. Not wearing a name tag

  Yes

  No

  N/A

• d. Not wearing a Panda cap

  Yes

  No

  N/A

• e. Wearing dirty, stained, or wrinkled clothing and/or hat

  Yes

  No

  N/A

• f. Wearing a dirty, stained, or wrinkled apron

  Yes

  No

  N/A

• g. Unclean hands

  Yes

  No

  N/A

• h. Ungroomed/unkempt

  Yes

  No

  N/A

• 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, littered, or not free of gum? Mark all that apply: (2 points 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

• Was the Drive-Thru area clean (e.g., menu board, speaker/ordering area, Drive-Thru window, no debris in the Drive-Thru lane)?

  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. Menu board dirty

  Yes

  No

  N/A

• b. Speaker/ordering area dirty

  Yes

  No

  N/A

• c. Drive-Thru window dirty

  Yes

  No

  N/A

• d. Drive-Thru lane littered

  Yes

  No

  N/A

• e. Other issue

• Were the Drive-Thru speaker and menu board functioning and in good condition?

  Yes

  No

  N/A

• a. Speaker out of order, ordered at the window

  Yes

  No

  N/A

• b. Volume too soft

  Yes

  No

  N/A

• c. Volume too loud

  Yes

  No

  N/A

• d. Too much static

  Yes

  No

  N/A

• e. Menu board poorly lit and/or had gaps where light shines through

  Yes

  No

  N/A

• f. Other issue

  Yes

  No

  N/A

OVERALL SATISFACTION

• Did anything about your visit today exceed your expectations?

  Yes

  No

  N/A

• If Yes, explain:

  Yes

  No

  N/A

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

• On a scale from 1 to 5, how satisfied were you with your overall experience on this visit today? Mark one only:

• 5: Very satisfied

  Yes

  No

  N/A

• 4: Satisfied

  Yes

  No

  N/A

• 3: Somewhat satisfied

  Yes

  No

  N/A

2: Somewhat dissatisfied

• 1: Not at all satisfied

  Yes

  No

  N/A

• If not Very satisfied, please explain:

CASH HANDLING POLICY STEPS

• Did the Cashier voluntarily give you a receipt?

  Yes

  No

  N/A

• a. I had to ask for my receipt

  Yes

  No

  N/A

• b. Cashier could not provide a receipt

  Yes

  No

  N/A

• Were you charged the correct price for your meal?

  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

• Did your receipt accurately list the items you were served and accurately show the time and date?

  Yes

  No

  N/A

• a. Incorrect item(s) listed:

  Yes

  No

  N/A

• c. Incorrect time listed

  Yes

  No

  N/A

• d. No time listed

  Yes

  No

  N/A

• e. Incorrect date listed

  Yes

  No

  N/A

• f. No date listed

  Yes

  No

  N/A

• Score Summary

Service

• Food

  Yes

  No

  N/A

Ambiance

Cash Handling

• TOTAL

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