2019 CEV Form Questions & Drop Downs

Title Page

Conducted on
Prepared by
Location

CEV DAYPART/WEEKPART
Question # Question Description
DYPT
Please select a daypart/weekpart for this visit
⃝ Breakfast Weekday
⃝ Breakfast Weekend

⃝ Lunch Weekday

⃝ Lunch Weekend
⃝ Dinner Weekday
⃝ Dinner Weekend

Points

Response

See
Time
Time of visit completion? (Please select “See Comment” in the time you arrived in the text box below)

CEV DRIVE-THRU

CLEAN
⃝ Parking lot not free of debris and litter
⃝ Landscape not free of debris and litter
⃝ Drive-thru not free of debris and litter
⃝ Drive-thru windows were not clean
⃝ Sidewalks not clean
⃝ Trash receptacles overflowing/full
⃝ Menu board not clean
⃝ Customer order display (COD) not clean
⃝ Other
⃝ Corral area not clean
⃝ Containers not covered
⃝ Gates not kept closed
⃝ Excessive trash was visible
⃝ Other
⃝ Employee uniforms were dirty or stained
⃝ Employee uniforms were wrinkled
⃝ Other
FRIENDLY
⃝ Order taker was not polite and friendly
⃝ Cashier was not polite and friendly
⃝ Presenter was not polite and friendly

⃝ Employee could not answer questions

⃝ Other
⃝ Cars were not moving
⃝ Second drive-thru lane not open
⃝ Other
What was your OEPE time (begins when employee states "Your total is " and ends when the last item is presented to you)?
⃝ 120" or less - 5 pts
⃝ 121”-140” - 4 pts
⃝ 141”-160” - 3 pts
⃝ 161”-180” - 2 pts
⃝ 181”-190” - 1 pt
⃝ 191”or greater - 0 pts
⃝ Order taker/cashier was multitasking
⃝ Presenter was multitasking
⃝ Cars not being pulled forward
⃝ Waiting on product
⃝ My order was not ready when I arrived at the present booth
⃝ Large or complex orders
⃝ Other

ACCURACY AND QUALITY

⃝ Order taker was not ready to take my order
⃝ Order taker did not listen attentively
⃝ Employee(s) interrupted me
⃝ Cashier was not ready to take my money
⃝ Employee(s) did not provide eye contact
⃝ Other
SPEED
Was your order repeated and verified?
⃝ Order taker did not repeat and verify the entire order
⃝ Cashier did not verify the order
⃝ Presenter did not verify the order
⃝ Other
Was the COD operational?
⃝ COD was not functioning properly
⃝ Audio from the COD was not clear
⃝ Other
⃝ Missing sandwich/entrée
⃝ Missing French fries or hash brown
⃝ Missing dessert items
⃝ Missing drink
⃝ Missing dressing or sauces
⃝ Received the wrong sandwich
⃝ Received the wrong drink
⃝ Received the wrong dressing or sauce
⃝ Received the wrong dessert item
⃝ Received a smaller size sandwich or entrée than ordered
⃝ Received a smaller size fry than ordered
⃝ Received a smaller size beverage than ordered
⃝ Received a smaller size dessert than ordered
⃝ Underfilled
⃝ Sandwich or entrée did not have the correct ingredients
⃝ Requested item not available
⃝ Other
⃝ Did not receive any napkins
⃝ Missing straw
⃝ Missing cutlery
⃝ Requested condiments missing
⃝ Other
⃝ Sandwich/entrée was not hot
⃝ Sandwich/entrée was not neat
⃝ Bun was not soft and moist
⃝ Bun/muffin was not properly toasted/steamed
⃝ McGriddle cake was not moist
⃝ Beef/chicken/fish/sausage was not tender and juicy
⃝ Bacon was not crisp
⃝ Eggs were not fluffy and moist
⃝ Sandwich/entrée did not taste good
⃝ Sandwich/entrée ingredient was not fresh
⃝ Other
⃝ Fries/hash brown was not hot
⃝ Fries did not have enough salt
⃝ Fries had too much salt
⃝ Fries/hash brown was not crisp
⃝ Fries/hash brown did not taste good
⃝ Other
⃝ Product was not hot
⃝ Product was not cold
⃝ Product was not fresh
⃝ Product was expired
⃝ Product was not neat
⃝ Drink/dessert did not taste good
⃝ Other
Which sandwich/entrée did you order?
⃝ Quarter Pounder with Cheese
⃝ Big Mac
⃝ Double Cheeseburger/McDouble/Cheeseburger/Hamburger
⃝ McNuggets
⃝ Buttermilk Crispy Tenders
⃝ Signature Crafted Grilled Chicken/Signature Crafted Crispy Chicken
⃝ Buttermilk Crispy Chicken
⃝ Grilled Artisan Chicken
⃝ Filet-O-Fish
⃝ Salad
⃝ McMuffin Sandwich
⃝ Biscuit Sandwich
⃝ McGriddle Sandwich

⃝ Big Breakfast/Big Breakfast with Hotcakes

⃝ Hotcakes & Sausage
⃝ Burrito
⃝ Other
CEV DINE-IN
CLEAN
Was the restroom clean, stocked, and in working order?
⃝ Floors were not clean
⃝ Windows were not clean (excluding drive-thru windows)
⃝ Beverage station was not clean
⃝ Tables and seating were not clean
⃝ Playplace was not clean
⃝ Trash receptacles were overflowing/full or not clean
⃝ Visible kitchen areas not clean
⃝ Other
⃝ Walls were not clean
⃝ Floors were not clean
⃝ Sinks/faucets/mirror were not clean
⃝ Toilets were not clean
⃝ Baby changer was not clean
⃝ Restroom was not stocked (i.e., toilet paper, soap, etc)
⃝ Hand dryer not functioning
⃝ Toilets/urinals not functioning
⃝ Trash can overflowing
⃝ Other
⃝ Employee uniforms were dirty or stained
⃝ Employee uniforms were wrinkled
⃝ Other
FRIENDLY
⃝ The order taker was not polite and friendly
⃝ The cashier was not polite and friendly
⃝ The presenter was not polite and friendly
⃝ The employee could not answer questions
⃝ Other
⃝ The order taker was not ready to take my order
⃝ The order taker did not listen attentively
⃝ The employee(s) interrupted me
⃝ The cashier was not ready to take my money
⃝ The employee(s) did not provide eye contact
⃝ Other
⃝ The Guest Experience Leader is not present during peak hours
⃝ The Guest Experience Leader is not interacting with guests
⃝ The Guest Experience Leader is not polite and friendly
⃝ The Guest Experience Leader is not providing a farewell
⃝ The Guest Experience Leader is not touching tables

⃝ The Guest Experience Leader could not answer questions

⃝ Other
⃝ The Guest Experience Leader does not consistently check
back with guests after delivery of food
⃝ The Guest Experience Leader does not ensure the guest has
everything they need
⃝ Other
⃝ The Guest Experience Leader is not wearing the
recommended uniform
⃝ The Guest Experience Leader is not wearing a
uniform that differentiates them from the Crew
⃝ Other
SPEED
Was your "Wait Time" 90 seconds or less? (Timing begins when you get in line and ends when you arrive at the order point.)
⃝ Manager not reacting to danger zones
⃝ Side 2 of the prep table is not open when appropriate
⃝ Dedicated fry/hash brown person not positioned when appropriate
⃝ Order taker not in position to take the order
⃝ Order taker not effective
⃝ Extreme high arrival rates
⃝ Large or complex orders caused long order taking times
⃝ Service stock levels are not appropriate
⃝ Not enough order points available
⃝ Other
Was your "Service Time" 90 seconds or less? (Timing begins when the receipt prints and ends when the last item is presented to you.)
⃝ Manager not reacting to danger zones
⃝ Side 2 of the prep table is not open when appropriate
⃝ Dedicated fry/hash brown person not positioned when appropriate
⃝ Extreme high arrival rates
⃝ Large or complex orders
⃝ Service stock levels are not appropriate
⃝ Orders served off the monitors too quickly
⃝ Other
Was your Fulfillment Time 45 seconds or less? (Timing begins when your your entire order at the table.)
⃝ GEL not available to deliver orders
⃝ Unable to locate table number
⃝ Other
Was your order repeated and verified?