2019 Customer Experience Visit (CEV) [Version 7-1-19]

Restaurant information

• Restaurant Number:

• Manager on Duty

Visit Information

• Please select a weekpart for this visit

  Weekday

  Weekend

• Please select daypart for this visit

  Breakfast

  Lunch

  Dinner

• Conducted on

  Date

• Prepared by

• Customer Experience Guide is Available.
  https://dmc.accessmcd.com/content/mcmac/storagearea/wa1/ea3639be10a5d4b9b9518b3e0e83d6fb/2949043.AssetPar.Single.File.0.tmp.x.pdf

• Does this restaurant have a Drive-thru?

  Yes

  No

• Procede to Dine-in section

Clean

• #1 Was the exterior of the restaurant clean and free of litter and debris? For example: was the lot and landscaping clean and litter free, drive-thru windows, and sidewalks clean? {2pts.}

  Yes

  No

  N/A

• 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:

• Provide explanation:

• #2 Does the corral area appear clean, are the gates closed, and all containers covered? {2pts.}

  Yes

  No

  N/A

• Corral area not clean

• Add media

  Media

• Containers not covered

• Gates not kept closed

• Excessive trash was visible

• Other:

• Provide explanation:

• #3 Were the employees' uniforms clean and neat? For example: was the uniform free of dirt and stains? {2pts.}

  Yes

  No

  N/A

• Employee uniforms were dirty or stained

• Employees uniforms were wrinkled

• Other:

• Provide explanation:

FRIENDLY

• #4 Did the employees interact with you in polite, friendly, and effective manner? {6pts.}

  Yes

  No

  N/A

• 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:

• Provide explanation:

• #5 Were the employees you came in contact with attentive to you as a customer? {4pts.}

  Yes

  No

  N/A

• 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:

• Provide explanation:

SPEED

• #6 Was your "Line Time" 70 seconds or less? {5pts.}<br><br>Line Time begins when your wheels stop as the 3rd car behind the order point, not including the car at the order point, and ends when you arrive at the order point. If the line is less than 3 cars behind the order point, begin timing when your wheels stop.

  Yes

  No

  N/A

• Cars were not moving

• Second drive-thru lane not open

• Provide explanation:

• Other:

• #7 What was your OEPE time? {5pts.} OEPE begins when employee states " Your total is ..." and ends when the last item is presented to you.

  Select 120" or less 121" - 140" 141" - 160" 161" - 180" 181" - 190" 191" or greater

  • 120" or less
  • 121" - 140"
  • 141" - 160"
  • 161" - 180"
  • 181" - 190"
  • 191" or greater

• Please check anything observed that prevented hitting the 120" target

• 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:

• Provide explanation:

• Please enter OEPE time in seconds

ACCURACY AND QUALITY

• #8 Was your order repeated and verified? {0pts.}

  Yes

  No

  N/A

• Order taker did not repeat and verify the entire order

• Cashier did not verify the order

• Presenter did not verify the order

• Other:

• Provide explanation:

• #9 Was the COD operational? {0pts.}<br>

  Yes

  No

  N/A

• COD was not functioning properly

• Audio from the COD was not clear

• Other:

• Provide explanation:

• #10 Did you receive all the correct food and drink items ordered? For example: salad dressing and McNugget sauces are served with the product. {8pts.}

  Yes

  No

  N/A

• Missing sandwich/entrée

• Missing French fries or hash brown

• Missing dessert items

• Missing drink

• Missing dressing or sauces

• Received the wrong sandwich/entrée

• Provide explanation:

• Received the wrong drink

• Provide explanation:

• Received the wrong dressing or sauce

• Provide explanation:

• Received the wrong dessert item

• Provide explanation:

• 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

• Provide explanation:

• Requested item not available

• Name requested Item:

• Other:

• Provide explanation:

• #11 Did you receive all the condiments you requested, along with napkins, straws, and stirrers? {4pts.}<br>

  Yes

  No

  N/A

• Did not receive any napkins

• Missing straw

• Missing cutlery

• Requested condiments missing

• Name requested condiment:

• Other:

• Provide explanation:

• #12 Was the sandwich/entrée you received neat, hot, fresh, and did it taste good? {6pts.}<br>

  Yes

  No

  N/A

• Sandwich/entrée was not hot

• Sandwich/entrée was not neat

• Please provide photo:

  Media

• 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

• Provide explanation:

• Sandwich/entrée ingredient was not fresh

• Provide explanation:

• Other:

• Provide explanation:

• #13 Were your French fries hot, salted, and crisp or your hash brown hot, crisp, and did it taste good? {4pts.}

  Yes

  No

  N/A

• 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.

• Provide explanation:

• Other:

• Provide explanation:

• #14 Were the drink/dessert items you received served at the correct temperature, fresh, neatly prepared, and did it taste good? {2pts.}

  Yes

  No

  N/A

• Product was not hot

• Product was not cold

• Product was not fresh

• Provide explanation:

• Product was expired

• Please provide photo:

  Media

• Product was not neat

• Please provide photo:

  Media

• Drink/dessert did not taste good

• Provide explanation:

• Other:

• Provide explanation:

• #15 Which sandwich/entrée did you order?

  Select Quarter Pounder with Cheese Big Mac Double Cheeseburger/McDouble/Cheeseburger/Hamburger McNuggets Buttermilk Crispy Chicken Signature Crafted Grilled/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

  • Quarter Pounder with Cheese
  • Big Mac
  • Double Cheeseburger/McDouble/Cheeseburger/Hamburger
  • McNuggets
  • Buttermilk Crispy Chicken
  • Signature Crafted Grilled/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

• Discribe:

Sandwich/entrée

• #18 Which sandwich/entrée did you order?

  Select Quarter Pounder with Cheese Big Mac Double Cheeseburger/McDouble/Cheeseburger/Hamburger McNuggets Buttermilk Crispy Chicken Signature Crafted Grilled/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

  • Quarter Pounder with Cheese
  • Big Mac
  • Double Cheeseburger/McDouble/Cheeseburger/Hamburger
  • McNuggets
  • Buttermilk Crispy Chicken
  • Signature Crafted Grilled/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

• Discribe:

Experience of the Future (EOTF)

• Is the an Experience of the Future (EOTF) Restaurant?

  Yes

  No

CLEAN

• #1 Was the interior of the restaurant clean? For example: the floors, front counter, windows, beverage station, tables, and seating. {2pts.}

  Yes

  No

  N/A

• Floors were not clean

• Windows were not clean (excluding drive-thru windows)

• Beverage station was not clean

• Table and seating were not clean

• Playplace was not clean

• Trash receptacles were overflowing/full or not clean

• Visible kitchen areas not clean

• Other:

• Provide explanation:

• #2 Was the restroom clean, stocked, and in working order? {2pts.}

  Yes

  No

  N/A

• 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, ect.)

• Hand dryer not functioning

• Toilets/urinals not functioning

• Trash can overflowing

• Other:

• Provide explanation:

• #3 Were the employees' uniforms clean and neat? For example: was uniform free of dirt and stains? {2pts.}<br>

  Yes

  No

  N/A

• Employee uniforms were dirty or stained

• Employee uniforms were wrinkled

• Other:

• Provide explanation:

FRIENDLY

• #4 Did the employees interact with you in a polite, friendly, and affective manner? {6pts.}

  Yes

  No

  N/A

• 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:

• Provide explanation:

• #5 Were the employees you came in contact with attentive to you as a customer? {4pts.}

  Yes

  No

  N/A

• 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:

• Provide explanation:

• Note: Question #6 should assess the overall hospitality experience of the restaurant. All behaviors do not need to be observed to assess the question as "Meets Standards".

• #6 Did you observe the service team create a hospitality experience by demonstrating to our guests hospitable behaviors such as greeting customers, touching tables, interacting with and providing a farewell to guests in a polite and friendly manner in the dining room? {4pts.}

  Yes

  No

• No one on the service team was interacting with guests in a polite and friendly manner in the dining room

• No one on the service team was touching tables in the dining room

• No one on the service team was providing a greeting or farewell to guests in the dining room

• Other:

• Provide Explanation:

• #7 Does the Guest Experience Leader/Table Server consistently check back in with guests after delivering food to the table to ensure the guest has everything they need? {0pts.}

  Yes

  No

• The Guest Experience Leader does not consistently check back with guest after delivery food

• The Guest Experience Leader does not insure the guest has everything they need

• Other:

• Provide explanation:

• #8 Are Guest Experience Leaders wearing the recommended uniform that differentiates them from the Crew? {0pts.}

  Yes

  No

• The Guest Experience Leader is not wearing a uniform that differentiates them from the Crew

• The Guest Experience Leader is not wearing the recommended uniform

• Other:

• Provide explanation:

SPEED

• #9 Was your "Wait Time" 90 seconds or less? (Timing begins when you get in line and ends when you arrive at the order point). {5pts.}

  Yes

  No

  N/A

• 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 arrivals rates

• Large or complex orders caused long order taking times

• Service stock levels are not appropriate

• Not enough order points available

• Other:

• Provide explanation:

• #10 Was your "Service Time" 90 seconds or less? (Timing begins when the receipt prints and ends when the last item is presented to you.) {5pts.}

  Yes

  No

  N/A

• 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:

• Provide explanation:

• #11 Was your fulfillment Time 45 seconds or less? {0pts.}<br><br>Timing begins when your entire order is ready to be delivered to you and ends when you receive your entire order at the table.<br>

  Yes

  No

  N/A

• GEL not available to delivery orders

• Unable to locate table number

• Other:

• Provide explanation:

ACCURACY AND QUALITY

• #12 Was your order repeated and verified? {0pts.}

  Yes

  No

  N/A

• The order taker did not repeat and verify the entire order

• The presenter did not verify the order

• Other:

• Provide explanation:

• #13 Did you receive all the correct food and drinks items ordered? For example: salad dressing and McNuggets sauces are served with the product. {8pts.}

  Yes

  No

  N/A

• Missing sandwich/entrée

• Missing French fries or hash brown

• Missing dessert items

• Missing drink

• Missing dressing or sauces

• Received the wrong sandwich/entrée

• Provide explanation:

• Received the wrong drink

• Provide explanation:

• Received the wrong dressing or sauce

• Provide explanation:

• Received the wrong dessert item

• Provide explanation:

• Received a smaller size sandwich or entrée than ordered

• Provide explanation:

• 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 a correct ingredients

• Provide explanation:

• Requested item not available

• Name requested item:

• Other:

• Provide explanation:

• #14 Did you receive/were you able to access all the condiments you requested, along with napkins, straws, and stirrers? {4pts.}

  Yes

  No

  N/A

• Napkins not available / did not receive napkins

• Straw not available / did not receive straw

• Missing cutlery

• Requested condiments missing

• Name requested condiment:

• Other:

• Provide explanation:

• #15 Was the sandwich/entrée you received neat, hot, fresh and did it taste good? {6pts.}

  Yes

  No

  N/A

• Sandwich/entrée was not hot

• Sandwich/entrée was not neat

• Please provide photo:

  Media

• 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

• Provide explanation:

• Sandwich/entrée ingredient was not fresh

• Provide explanation:

• #16 Were your French fries hot, salted, and crisp or your hash brown hot, crisp, and did it taste good? {4pts.}

  Yes

  No

  N/A

• 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

• Provide explanation:

• Other:

• Provide explanation:

• #17 Were the drink/dessert items you received served at the correct temperature, fresh, neatly prepared, and did it taste good? {2pts.}

  Yes

  No

  N/A

• Product was not hot

• Product was not cold

• Product was not fresh

• Provide explanation:

• Product was expired

• Provide photo:

  Media

• Product was not neat

• Provide photo:

  Media

• Drink/dessert did not taste good

• Provide explanation:

• Other:

• Provide explanation:

Sandwich/entrée

• #18 Which sandwich/entrée did you order?

  Select Quarter Pounder with Cheese Big Mac Double Cheeseburger/McDouble/Cheeseburger/Hamburger McNuggets Buttermilk Crispy Chicken Signature Crafted Grilled/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

  • Quarter Pounder with Cheese
  • Big Mac
  • Double Cheeseburger/McDouble/Cheeseburger/Hamburger
  • McNuggets
  • Buttermilk Crispy Chicken
  • Signature Crafted Grilled/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

• Discribe:

CLEAN

• #1 Was the interior of the restaurant clean? For example: the floors, front counter, windows, beverage station, tables, and seating. {2pts.}

  Yes

  No

  N/A

• Floors were not clean

• Windows were not clean (excluding drive-thru windows)

• Beverage station was not clean

• Table and seating were not clean

• Playplace was not clean

• Trash receptacles were overflowing/full or not clean

• Visible kitchen areas not clean

• Other:

• Provide explanation:

• #2 Was the restroom clean, stocked, and in working order? {2pts.}

  Yes

  No

  N/A

• 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, ect.)

• Hand dryer not functioning

• Toilets/urinals not functioning

• Trash can overflowing

• Other:

• Provide explanation:

• #3 Were the employees' uniforms clean and neat? For example: was uniform free of dirt and stains? {2pts.}

  Yes

  No

  N/A

• Employee uniforms were dirty or stained

• Employee uniforms were wrinkled

• Other:

• Provide explanation:

FRIENDLY

• #4 Did the employees interact with you in a polite, friendly, and affective manner? {6pts.}

  Yes

  No

  N/A

• 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:

• Provide explanation:

• #5 Were the employees you came in contact with attentive to you as a customer? {4pts.}

  Yes

  No

  N/A

• 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:

• Provide explanation:

SPEED

• #9 Was your "Wait Time" 90 seconds or less? (Timing begins when you get in line and ends when you arrive at the order point). {5pts.}

  Yes

  No

  N/A

• 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 arrivals rates

• Large or complex orders caused long order taking times

• Service stock levels are not appropriate

• Not enough order points available

• Other:

• Provide explanation:

• #10 Was your "Service Time" 90 seconds or less? (Timing begins when the receipt prints and ends when the last item is presented to you.) {5pts.}

  Yes

  No

  N/A

• 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:

• Provide explanation:

ACCURACY AND QUALITY

• #12 Was your order repeated and verified? {0pts.}

  Yes

  No

  N/A

• The order taker did not repeat and verify the entire order

• The presenter did not verify the order

• Other:

• Provide explanation:

• #13 Did you receive all the correct food and drinks items ordered? For example: salad dressing and McNuggets sauces are served with the product. {8pts.}

  Yes

  No

  N/A

• Missing sandwich/entrée

• Missing French fries or hash brown

• Missing dessert items

• Missing drink

• Missing dressing or sauces

• Received the wrong sandwich/entrée

• Provide explanation:

• Received the wrong drink

• Provide explanation:

• Received the wrong dressing or sauce

• Provide explanation:

• Received the wrong dessert item

• Provide explanation:

• Received a smaller size sandwich or entrée than ordered

• Provide explanation:

• 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 a correct ingredients

• Provide explanation:

• Requested item not available

• Name requested item:

• Other:

• Provide explanation:

• #14 Did you receive/were you able to access all the condiments you requested, along with napkins, straws, and stirrers? {4pts.}

  Yes

  No

  N/A

• Napkins not available / did not receive napkins

• Straw not available / did not receive straw

• Missing cutlery

• Requested condiments missing

• Name requested condiment:

• Other:

• Provide explanation:

• #15 Was the sandwich/entrée you received neat, hot, fresh and did it taste good? {6pts.}

  Yes

  No

  N/A

• Sandwich/entrée was not hot

• Sandwich/entrée was not neat

• Please provide photo:

  Media

• 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

• Provide explanation:

• Sandwich/entrée ingredient was not fresh

• Provide explanation:

• #16 Were your French fries hot, salted, and crisp or your hash brown hot, crisp, and did it taste good? {4pts.}

  Yes

  No

  N/A

• 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

• Provide explanation:

• Other:

• Provide explanation:

• #17 Were the drink/dessert items you received served at the correct temperature, fresh, neatly prepared, and did it taste good? {2pts.}

  Yes

  No

  N/A

• Product was not hot

• Product was not cold

• Product was not fresh

• Provide explanation:

• Product was expired

• Provide photo:

  Media

• Product was not neat

• Provide photo:

  Media

• Drink/dessert did not taste good

• Provide explanation:

• Other:

• Provide explanation:

Sandwich/entrée

• #18 Which sandwich/entrée did you order?

  Select Quarter Pounder with Cheese Big Mac Double Cheeseburger/McDouble/Cheeseburger/Hamburger McNuggets Buttermilk Crispy Chicken Signature Crafted Grilled/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

  • Quarter Pounder with Cheese
  • Big Mac
  • Double Cheeseburger/McDouble/Cheeseburger/Hamburger
  • McNuggets
  • Buttermilk Crispy Chicken
  • Signature Crafted Grilled/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

• Discribe: