CFA ROE - SERVICE SELF ASSESSMENT PART 2

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

DRIVE - THRU SERVICE

• WHO IS THE MANAGER ON DUTY? WHO ARE THE TEAM LEADERS ON DUTY?

• WERE YOU GREETED APPROPRIATELY ("GOOD MORNING/AFTERNOON/EVENING" OR OTHER WARM AND APPROPRIATE GREETING) AND ASKED FOR YOUR ORDER WITHIN 5 SECONDS OF ARRIVAL AT SPEAKER POST?

  Yes

  No

  N/A

• WERE YOU TREATED WITH AN ATTITUDE OF ATTENTIVE AND COURTEOUS SERVICE THROUGHOUT THE TRANSACTION?

  Yes

  No

  N/A

• WERE YOU AUTOMATICALLY GIVEN A RECEIPT?

  Yes

  No

  N/A

• WERE YOU GREETED WITH AND ENTHUSIASTIC TONE OF VOICE?

  Yes

  No

  N/A

• WAS ORDER VERIFIED BY ORDER TAKER REPEATING THE ORDER TO YOU AND RELATING THE PRICE?

  Yes

  No

  N/A

• DID YOU HAVE A 30 SECOND OR LESS WINDOW WAIT TIME (PER WINDOW)?

  Yes

  No

  N/A

• DID TEAM MEMBER MAKE EYE CONTACT AS SOON AS YOU ARRIVED AT WINDOW?

  Yes

  No

  N/A

• DID TEAM MEMBER SMILE APPROPRIATELY?

  Yes

  No

  N/A

• WAS YOUR ORDER CONFIRMED AT WINDOW?

  Yes

  No

  N/A

• WHEN THANKED DID TEAM MEMBERS RESPOND WITH "MY PLEASURE"?

  Yes

  No

  N/A

• WAS YOUR ORDER ACCURATE AND SERVED WITH CORRECT PAPER GOODS, UTENSILS AND CONDIMENTS?

  Yes

  No

  N/A