2020 Customer Experience Visit Form V1

• Branch Name

• Please select a daypart/weekpart for this visit

  Select Breakfast Weekday Breakfast Weekend Lunch Weekday Lunch Weekend Dinner Weekday Dinner Weekend

  • Breakfast Weekday
  • Breakfast Weekend
  • Lunch Weekday
  • Lunch Weekend
  • Dinner Weekday
  • Dinner Weekend

• Conducted on

  Date

• Prepared by

• Location
  Address

CEV DAYPART/WEEKPART

• Please select a daypart/weekpart for this visit

  YES

  NO

  N/A

• Select

  Select ⃝ Breakfast Weekday ⃝ Breakfast Weekend ⃝ Lunch Weekday ⃝ Lunch Weekend ⃝ Dinner Weekday ⃝ Dinner Weekend

  • ⃝ Breakfast Weekday
  • ⃝ Breakfast Weekend
  • ⃝ Lunch Weekday
  • ⃝ Lunch Weekend
  • ⃝ Dinner Weekday
  • ⃝ Dinner Weekend

CEV DRIVE-THRU (CLEAN)

• 1. Was the exterior of the restaurant clean and free of litter and debris? <br><br>example: was the lot and landscaping clean and litter free, drive- thru windows, and sidewalks clean?

  Yes

  No

  N/A

• Select reason

  Select 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

  • 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

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

  Yes

  No

  N/A

• Select reason

  Corral area not clean

  Containers not covered

  Gates not kept closed

  Excessive trash was visible

  Other

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

  YES

  NO

  N/A

• Reasons

  Select Employee uniforms were dirty or stained Employee uniforms were wrinkled Other

  • Employee uniforms were dirty or stained
  • Employee uniforms were wrinkled
  • Other

• Reasons

  Yes

  No

  N/A

FRIENDLY

• 4. Did the employees interact with you in a polite, friendly, and effective manner?<br>

  YES

  NO

  N/A

• Reasons

  Select 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

  • 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

• 5. Were the employees you came in contact with attentive to you as a customer?<br>

  YES

  NO

  N/A

• Reasons

  Select 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

  • 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

• 6. Was your “Line Time” 70 seconds or less? (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<br>when your wheels stop.

  YES

  NO

  N/A

• Reasons

  Select Cars were not moving Second drive-thru lane not open Other

  • Cars were not moving
  • Second drive-thru lane not open
  • Other

• 7. What was your OEPE time (begins when employee states "Your total is..." and ends when the last item is presented to you)?

  YES

  NO

  N/A

• What was OEPE Range

  Select 120" or less - 5 pts 121”-140” - 4 pts 141”-160” - 3 pts 161”-180” - 2 pts 181”-190” - 1 pt 181”-190” - 1 pt

  • 120" or less - 5 pts
  • 121”-140” - 4 pts
  • 141”-160” - 3 pts
  • 161”-180” - 2 pts
  • 181”-190” - 1 pt
  • 181”-190” - 1 pt

ACCURACY AND QUALITY

• 8. Was the COD operational?

  YES

  NO

  N/A

• Reasons

  Select ⃝ COD was not functioning properly ⃝ Audio from the COD was not clear ⃝ Other

  • ⃝ COD was not functioning properly
  • ⃝ Audio from the COD was not clear
  • ⃝ Other

• Reasons

  Select COD was not functioning properly Audio from the COD was not clear Other

  • COD was not functioning properly
  • Audio from the COD was not clear
  • Other

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

  Select COD was not functioning properly Audio from the COD was not clear Other

  • COD was not functioning properly
  • Audio from the COD was not clear
  • Other

• Yes

  No

  N/A

• Reasons

  Select COD was not functioning properly Audio from the COD was not clear Other

  • COD was not functioning properly
  • Audio from the COD was not clear
  • Other

• 9. Did you receive all the correct food and drink items ordered? For example: salad dressing and McNugget sauces are served with the product.

  YES

  NO

  N/A

• Reasons

  Select 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 beverage than ordered ⃝ Received a smaller size dessert than ordered ⃝ Underfilled ⃝ Requested item not available ⃝ 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 beverage than ordered
  • ⃝ Received a smaller size dessert than ordered
  • ⃝ Underfilled
  • ⃝ Requested item not available
  • ⃝ Other

• 10. Did you receive all the condiments you requested, along with napkins, straws, and stirrers?

  YES

  NO

  N/A

• Reasons

  ⃝ Did not receive any napkins

  ⃝ Missing straw

  ⃝ Missing cutlery

  ⃝ Requested condiments missing

  ⃝ Other

• 11. Was the sandwich/entrée you received neat, hot, fresh, and did it taste good?

  YES

  NO

  N/A

• Reasons

  Select ⃝ 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 ⃝ Sandwich or entrée did not have the correct ingredients ⃝ 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
  • ⃝ Sandwich or entrée did not have the correct ingredients
  • ⃝ Other

• 12. Were your French fries hot, salted, and crisp or your hash brown hot, crisp, and did it taste good?

  YES

  NO

  N/A

• Reasons

  Select ⃝ 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

  • ⃝ 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

• 13. Were the drink/dessert items you received served at the correct temperature, fresh, neatly prepared, and did it taste good?

  YES

  NO

  N/A

• Reasons

  Select ⃝ 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

  • ⃝ 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

• 14. Which Sandwich/Entree did you order?

  YES

  NO

  N/A

• Entree Ordered

  Select ⃝ Quarter Pounder with Cheese ⃝ Big Mac ⃝ Double Cheeseburger/McDouble/Cheeseburger/Hamburger ⃝ McNuggets ⃝ Buttermilk Crispy Tenders ⃝ 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 Tenders
  • ⃝ 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)

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

  Yes

  No

  N/A

• Reasons

  Select ⃝ 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

  • ⃝ 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

• 2. Was the restroom clean, stocked, and in working order?

  Yes

  No

  N/A

• Reasons

  Select ⃝ 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

  • ⃝ 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

• 3. Were the employees' uniforms clean and neat? For example: was the uniform free of dirt and stain?

  Yes

  No

  N/A

• Reasons

  Select ⃝ Employee uniforms were dirty or stained ⃝ Employee uniforms were wrinkled ⃝ Other

  • ⃝ Employee uniforms were dirty or stained
  • ⃝ Employee uniforms were wrinkled
  • ⃝ Other

FRIENDLY

• 4. Did the employees interact with you in a polite, friendly, and effective manner?

  YES

  NO

  N/A

• Reasons

  Select ⃝ 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 polite and friendly
  • ⃝ The cashier was not polite and friendly
  • ⃝ The presenter was not polite and friendly
  • ⃝ The employee could not answer questions
  • ⃝ Other

• 5. Were the employees you came in contact with attentive to you as a customer?

  YES

  NO

  N/A

• Reasons

  Select ⃝ 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 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

• 6. Did you observe the service team create a hospitality experience by demonstrating to our guests hospitable behaviors such as greeting customers, touching tables, assisting guests at the kiosk when needed, interacting with and providing a farewell to guests in a polite and friendly manner in the dining room? Note: This question should assess the overall hospitality experience of the restaurant. All behaviors do not need to be observed to assess this question as “Meets Standards.”

  YES

  NO

  N/A

• Reasons

  Select 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

  • 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

• 7. Does the Guest Experience Leader / Table Server, or member of the service team consistently check back in with guests after delivering food to the table to ensure the guest has everything they need?

  YES

  NO

  N/A

• Reasons

  Select Guest Experience Leader, Table Server or member of the Service team does not consistently check back with guests after delivery of food Guest Experience Leader,Table Server or member of the Service team does not ensure the guest has everything they need Other

  • Guest Experience Leader, Table Server or member of the Service team does not consistently check back with guests after delivery of food
  • Guest Experience Leader,Table Server or member of the Service team does not ensure the guest has everything they need
  • Other

• 8. If Guest Experience Leaders are present, are they wearing a uniform that differentiates them from the Crew and managers? Is the uniform they are wearing clean and neat?

  YES

  NO

  N/A

• Reasons

  Select The uniform that the Guest Experience Leader is wearing does not differentiate them from the Crew and Managers The uniform that the Guest Experience Leader is wearing is not clean and neat Other

  • The uniform that the Guest Experience Leader is wearing does not differentiate them from the Crew and Managers
  • The uniform that the Guest Experience Leader is wearing is not clean and neat
  • Other

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.)

  YES

  NO

  N/A

• Reasons

  Select ⃝ 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 5 ⃝ 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

  • ⃝ 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 5
  • ⃝ 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

• 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.)

  YES

  NO

  N/A

• Reasons

  Select ⃝ 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

  • ⃝ 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

• 11. Was your Fulfillment Time 45 seconds or less? (Timing begins when your entire order is ready to be delivered to you and ends when you receive your entire order at the table.)

  YES

  NO

  N/A

• Reasons

  Select ⃝ GEL, Table Server or member of the service team not available to deliver orders Unable to locate table number Other

  • ⃝ GEL, Table Server or member of the service team not available to deliver orders
  • Unable to locate table number
  • Other

ACCURACY AND QUALITY

• 12. Did you receive all the correct food and drink items ordered? For example: salad dressing and McNugget sauces are served with the product.

  YES

  NO

  N/A

• Reasons

  Select ⃝ 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 ⃝ Requested item not available ⃝ 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
  • ⃝ Requested item not available
  • ⃝ Other

• 13. Did you receive/were you able to access all the condiments you requested, along with napkins, straws, and stirrers?

  YES

  NO

  N/A

• Reasons

  Select ⃝ Napkins not available / did not receive napkins ⃝ Straw not available / did not receive straw ⃝ Missing cutlery ⃝ Requested condiments missing ⃝ Other

  • ⃝ Napkins not available / did not receive napkins
  • ⃝ Straw not available / did not receive straw
  • ⃝ Missing cutlery
  • ⃝ Requested condiments missing
  • ⃝ Other

• 14. Was the sandwich/entrée you received neat, hot, fresh, and did it taste good?

  YES

  NO

  N/A

• Reasons

  Select ⃝ 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 ⃝ Sandwich or entrée did not have the correct ingredients ⃝ 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
  • ⃝ Sandwich or entrée did not have the correct ingredients
  • ⃝ Other

• 15. Were your French fries hot, salted, and crisp or your hash brown hot, crisp, and did it taste good?

  YES

  NO

  N/A

• Reasons

  Select ⃝ 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

  • ⃝ 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

• 16. Were the drink/dessert items you received served at the correct temperature, fresh, neatly prepared, and did it taste good?

  YES

  NO

  N/A

• Reasons

  Select ⃝ 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

  • ⃝ 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

• 17. Which sandwich/entrée did you order?

  YES

  NO

  N/A

• Entree Ordered

  Select ⃝ Quarter Pounder with Cheese ⃝ Big Mac ⃝ Double Cheeseburger/McDouble/Cheeseburger/Hamburger ⃝ McNuggets ⃝ Buttermilk Crispy Tenders ⃝ 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 Tenders
  • ⃝ 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