Information
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Store:
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Date and Time:
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Prepared by:
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Location
Previous Month Scores
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CLT
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Mystery Shop
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OSAT
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Good Answer
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Labor prior month
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F&P
Mystery Shop
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Reply Time
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Did the greeting sound warm and Friendly
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Did the upsell or offer a additional Item
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Did they repeat the order back or verify on screen
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Did they tell you the cost
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Ave time
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Did the Introduce themselves
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Did they read back the order
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Did they give you a receipt
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Did they offer condiments
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Did they invite you back
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Did you receive at least 2 sonic napkins
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Is the food hot and fresh
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Did you receive a mint with your order
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Is the food made and packaged correctly
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Did anyone check back on you
EXTERIOR CLEANLINESS
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LED BOARD - Is this working and being utilized? Is the primary promotion posted or in rotation?
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MENU HOUSINGS & DT - Is the menu (check ALL) clean, in good repair? Are all units working properly? Do all menu board speakers work properly and convey the proper volume for the customer to hear?
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LANDSCAPE - Is the lawn and landscaping free of weeds, trash and debris? Is the irrigation system operable. Do the flower pots (I/A) have something eye appealing in them? Are there any visibly dead plants or trees that need attention?
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LOT - Is the lot and sidewalk area free of excessive grease, oil, litter, gum, clutter, etc? Is the concrete in good condition? Does the striping look good?
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TRASH CAN LIDS AND DUMPSTER - Are all trash can lids free of debris, sauce stains, and look eye appealing? Are the trash cans lined, and not over-flowing? Is the dumpster area clean and in good condition?
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PATIO - Is the patio area clean & organized? Is all furniture in good repair? Is Sonic Radio working and sound clear? Is the patio area free of graffiti such as on the hand rails or tables?
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ENTER / EXIT SIGNS - Have the Enter and Exit Signs been wiped down, and are clean?
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EXTERIOR LIGHTING - Are all menu board and showcase lights working? Are all canopy, building lights, lot pole lights, and patio lights working and in good condition?
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WINDOWS - Are all windows clean (including doors)? Is there any clutter on the window ledges?
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RESTROOMS - Is the interior clean and odor free? Is the sink, toilet, hand dryer/paper towel dispenser in good working order? Is there a hand washing sign posted? Is the trash can clean, lined, and have a lid?
SPEED OF SERVICE
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Kitchen Production Time:
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Carhop Tray Time:
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Average Time:
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Late Ticket %:
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Critical Late %:
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COMMUNICATION - Is there constant communication between the managers on duty and the crew members? Is direction being given and people moving with a purpose?
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COOK ISLE AWARENESS - Is the cook isle dropping what takes longest to cook first, and is there a kitchen QB taking care of business? The frontline should not be calling out food unless appropriate.
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RUSH PREP - Is the store stocked and ready to go for the next rush? Was the shift change smooth? Did the managers communicate with each other during the shift change?
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SENSE OF URGENCY - Is every employee working quickly and with a sense of urgency? Does getting orders prepared and out to the customer take priority over other duties? Is the crew working as a team? Is anyone clocking out orders early?
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CLEAN AS YOU GO - Do crew members demonstrate a clean as you go mentality? If a piece of trash falls to the ground or if a spill is created, do crew members alert each other to take care of it or fix the problem themselves?
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SERVICE GOALS - Are the service time goals (reply, AV time, and late tickets) posted, and is the crew aware of them? Is the crew aware of recent Mystery Shop scores and Fantrak scores? Is management using these to motivate the crew?
QUALITY
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ENTREES & SIDES - Are all appropriate timers being used? Is the product hot, fresh, and taste good? Is it being made correctly and have good eye appeal? <br>1. Hot Dogs - Appropriate amount on hand, good quality, proper temp (>165 to <190), and Coneys are portioned properly & made neatly. <br>2. Chili/Gravy - Is being heated in separate cooker or on the grill, appropriate amount is being held, not mixing "old" & "new" using separate spoons, proper temperature (>165 to <190). <br>3. Bacon - Good quality, not burnt, gapped properly, correct amount on hand, stored in a warmer or reheated on the grill. Is there a press sitting on the grill?
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BREAD / TORTILLA - Is the bread being rotated properly and within the use through date, prepped when necessary, wrapped up overnight, and bread ties stored or discarded so that they will not fall into condiments? Are the tortilla shells in good quality and being stored in an approved container?
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FRYER OIL - Is the oil in good condition, at the proper level, and being skimmed regularly? Is the shortening being filtered twice a day? Are the fryers clean and being boiled out on a monthly basis? Are baskets being shaken 1/2 way through cooking time and before dumping? Is the product being pulled up early, or being dumped directly from the basket to the carton?<br>1. FF/TT - Cooked from a frozen state, cooking no more than a 1/2 basket at a time, properly salted & portioned.<br>2. O-Rings - Good quality and portioned correctly. <br>
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PRODUCTION & BUILD TO'S - Is management controlling the food productioN? Are all employees being taught new LTO build-to's?
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FREEZERS & COOLERS - Is everything in the freezers and coolers dated correctly? (FIFO, Temper Tags)
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ICE CREAM - Is the ice cream product being made according to the recipe (weighing, correct overrun, proper portioning)? Does the finished product have a good eye appeal? Is the store using a clean, mold free cutting board? Are all of the pumps and ladles in the fountainette dispensing 1/2 oz portions?
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DRINKS - Are the pre-sets correct? Is the ice portioning correct and is the quality of the ice good? Does the drink taste good? Are drink spills being wiped off? Are real cherries being served with all cherry flavored drinks and slushes?
INTERIOR CLEANLINESS
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FLOORS - Are the floors clean and in good condition? Are the baseboard being cleaned routinely? Are the floor drains debris free and routinely cleaned?
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DOORS - Are the interior doors, including glass doors, being wiped down and are smudge free? Are the back exit and restroom doors clean and free of marks?
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WALLS AND CEILINGS - Have the walls been properly cleaned, and free from any product stains? Is the ceiling and vents also being routinely cleaned and free from dust?
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FRYER AND GRILL - Is the fryer and grill bring properly cleaned, and free of excess grease build up? Is the oil quality good and not too dark? Is the oil properly being rotated? Is the equipment in good repair and working properly?
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HOT DOG STATION - Is the Hot Dog Station clean, and free of any spills or debris? Is the equipment (corral, steamers, warmer) in good repair and being properly cleaned? Is the station stocked and ready for rush?
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DRESSER STATION - Is the Dresser Station being properly maintained, clean, and free of excess debris? Is the surrounding free clean? Is the dresser refrigerator properly working and have a thermometer present?
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FOOD PREP - Are all food prep areas clean and being properly sanitized after each use?
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BOXES AND DEBRIS - Are all boxes being properly broken down and properly stored? Is any trash around work stations being picked up?
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ORGANIZATION - Is the store organized, with product properly stored on shelves? Are the shelves in good repair?
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FOUNTAIN AND SLUSH - Is the Fountain and Slush Station clean and free of spilled syrups? Are crew members constantly cleaning any drips or spills?
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ICE CREAM STATION - Is the Ice Cream Station clean and being constantly wiped down? Is the shake machine spindle and mixing spindles constantly being sanitized after each use? Is the Ice Cream machine being properly broken down and clean on a regular basis? Is the Ice Cream Station fully stocked?
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SINKS - Are all hand washing and 3 compartment sinks clean? Are there hand washing signs posted at all stations? Is the soap and sanitizer properly filled and available? Are the towel dispensers stocked?
CUSTOMER SERVICE
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SWITCHBOARD - Did the crew member use a proper greeting with their name? Did they have a "smile" in their voice? Did they read the order back, suggestive sell, tell the cost, thank, and use a proper closing with Sonic in the wrap-up? Is the switchboard terminal and headset in good repair?
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CARHOP CUSTOMER INTERACTION - Did the carhop greet the customer smiling and look them in the eyes, introduce themselves, read back the order, tell the cost, offer them ketchup, thank, and close with "If you need anything else just press the red button"?
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CHECK BACK - Did the carhop ask the guest about their meal, service, or suggestive sell? Is the carhop promoting Fantrak appropriately and with conviction?
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SKATING - Is anyone wearing skates? Does the store have any skaters hired?
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CARHOP HUSTLE - Is the carhop hustling (walking with a purpose or running)?
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DRIVE THRU - Is someone greeting the customer at the DT window within 10 seconds? Is the hop out door being utilized?
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MANAGER INTERACTION - Is the Manager on Duty doing purposes movement, walking throughout the store both on the inside and outside? Is the manager constantly checking the exterior of the restaurant and greeting guests?
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PACKAGING - Are the Sack Setting Guidelines being followed according to the Operations Manual? Are sacks being set on the tray with the logo facing the customer? Are sacks being properly bagged, not overfilled?
SYSTEMS AND PROCEDURES
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TEMP / MEAT LOGS - Has the Temperature Log and Internal Meat Log been properly filled out? Has it historically been done?
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DEPLOYMENT CHART - Is the Deployment Chart being properly filled out, and posted for employee's to see? Are employee's working in their required positions as dictated by the chart?
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CASH OVER/SHORT - Enter MTD over/short. Is the cash drawer locked at all times? Are the carhops dropping consistently, using 60/60?
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MANAGEMENT & CREW APPEARANCE - Uniforms/Grooming - clean and neat, any facial hair must be neatly trimmed. Does management and carhops have on name tags, are all employees FSA compliant, is everyone following the guidelines set forth in the employees hand book? No off duty employees should be hanging out at any time.
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DESK, SURROUNDING AREA - Is this area clean, neat, and organized? Does the GM have an organized and effective routine for taking care of administrative duties? Is there a Manager Log book on hand, and is it being utilized? Is the emergency # list posted and up to date? Are all proper business licenses and permits posted and up to date?
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SCHEDULE - Review the schedule. Is management following the scheduling requirements? Is the schedule staffed properly for servicing the customer, keeping the store clean, and in a productive manner? Is the schedule being used correctly (hours being totaled, correct abbreviations, being filed away correctly, etc)
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INVENTORY - Are daily inventories being done? Are the inventories accurate? Are voids and discounts being tracked? Is waste being tracked?
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EMPLOYEE DISCOUNTS - Are employees ringing up their personal orders correctly and using the correct discounts? Is there a receipt accompanying the item(s) purchased?
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ADDITIONAL COMMENTS:
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MOD:
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Supervisor:
