CEV - Customer Experience Visit

• CEV - Customer Experience Visit

• Daypart

  breakfast open-11

  lunch 11-2

  snack 2-4

  dinner 4-7

• Prepared by

Drive Thru

• >> Be Clean <<

• 1. Was the exterior of the restaurant clean and free of litter and debris?

  Yes (2)

  No

• 2. Were the employees clean and neatly dressed?

  Yes (2)

  No

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

  Yes (2)

  No

• >> Be Nice <<

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

  Yes (6)

  No

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

  Yes (2)

  No

• 6. Was the restaurant interaction effective?

  Yes (2)

  No

• 7. Was the COD operational?

  Yes

  No

• >> Be Fast <<

• 8. Was the Service (CTP) Time 45 seconds or less?

  Yes (5)

  No

• Time

• 9. Was the Total Experience Time 300 seconds or less?

  Yes (5)

  No

• Time

• >> Get It Right <<

• 10. Did you receive all the food and drink items ordered, with the correct favors and sauces?

  Yes (8)

  No

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

  Yes (4)

  No

• 12. Was your sandwich/entree neat, served hot and fresh and did it taste good?

  Yes (7)

  No

• 13. Were the French fries, hot, salted and crisp OR your Hash Browns hot and crisp? Did they taste good?

  Yes (5)

  No

• Drive Thru - COMMENTs

• Ask Ask Tell - DT

  Select Ask at Order Taker Ask at Present No at Order Taker No at Present

  • Ask at Order Taker
  • Ask at Present
  • No at Order Taker
  • No at Present

Dine-in

• >> Be Clean <<

• 1. Was the interior of the restaurant clean?

  Yes (2)

  No

• 2. Was the restroom clean and stocked?

  Yes (2)

  No

• 3. Were the employees clean and neatly dressed?

  Yes (2)

  No

• >> Be Nice <<

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

  Yes (6)

  No

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

  Yes (2)

  No

• 6. Was the restaurant interaction effective?

  Yes (2)

  No

• >> Be Fast <<

• 7. Was the Wait Time 90 seconds or less? (Note the time you get in line until you start to place your order)

  Yes (5)

  No

• Time

• 8. Was the Service Time 90 seconds or less? (Note the actual seconds between when the receipt printed until you received your completed order.)

  Yes (5)

  No

• Time

• >> Get It Right <<

• 9. Did you receive all the food and drink items ordered, with the correct favors and sauces?

  Yes (8)

  No

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

  Yes (4)

  No

• 11. Was your sandwich/entree neat, served hot and fresh and did it taste good?

  Yes (7)

  No

• 12. Were the French fries, hot, salted and crisp OR your Hash Browns hot and crisp? Did they taste good?

  Yes (5)

  No

• Dine In - COMMENTs

• Ask Ask Tell

  Select Ask at Order Taker Ask at Present No at Order Taker No at Present

  • Ask at Order Taker
  • Ask at Present
  • No at Order Taker
  • No at Present

CEV (Customer Experience Visit) Scores:

• Drive-Thru CEV Score

• Dine-in CEV Score

• Overall CEV Score

• Overall - COMMENTs 1

• Overall - COMMENTs 2

• Overall - COMMENTs 3

Make it right

• Did you have an issue?

  NO

  YES

• If so, did they make it right?

  NO

  YES

Additional Comments

• Additional Comments (1)

• Additional Comments (2)

• Additional Comments (3)

• Additional Comments (4)