CFV - In Restaurant

Where was the Order taken?

How was the order delivered?

IR1-CA Cleanliness: <br>Was interior of the restaurant clean and did crew follow correct cleaning procedures for high-frequency touchpoints?<br>Floors not clean<br>Dining area not clean<br>Beverage bar station not clean/cleaned correctly<br>Dining room seating and tables not clean/cleaned correctly<br>Play place not clean<br>Trash receptacles overflowing/full or not clean<br>Visible kitchen areas not clean<br>High-frequency touchpoint procedures not followed <br>If operating Mobile Table Service, all tables numbered as per guidelines and in good condition<br>Other

IR2-CA Cleanliness: <br>Was restroom clean, stocked and in working order? <br>Did crew follow correct cleaning procedures for high-frequency touchpoints?<br>Walls not clean<br>Floors not clean<br>Faucets not clean<br>Hand dryers not clean<br>Sinks not clean<br>Mirror not clean<br>Toilets not clean<br>Baby change table not clean<br>Restroom not stocked (i.e., toilet paper, soap, baby changing liners, etc.)<br>Hand dryer not functioning<br>High-frequency touchpoint procedures not followed <br>Other

IR3 Cleanliness: <br>Was crew well presented and wearing uniforms that were clean and in good <br>condition? <br>Were face coverings and gloves are used as appropriate? <br>Staff members not presenting a neat and clean appearance<br>Employee uniforms dirty or stained<br>Face covering not used when appropriate <br>Gloves not used when appropriate <br>Other

IR4-CA Order & Pay : (N/A for GMA Experiences)<br>Was Order Taker friendly, effective and provided clear instructions? <br>Kiosk orders: Was the Kiosk in full working order and the product outage managed correctly? <br>Front Counter: I was not provided a genuine/sincere welcome or not greeted by <br>name (digital guests)<br>Front Counter: Order Taker could not answer questions <br>Front Counter: Order Taker interrupted me<br>Front Counter: Order Taker not friendly <br>Front Counter: Order Taker unable to demonstrate or explain how to redeem digital <br>offers, coupons and rewards<br>Order Taker was not aware of or was unable to explain how guests earn McDonald's <br>Rewards Points<br>Kiosk: Outage items shown as available on Kiosk<br>Kiosk: Active items not available on Kiosk <br>Kiosk: Receipt printer not working <br>Kiosk: Card reader not working<br>Other

IR5- CA Present: <br>Was Presenter friendly and attentive/effective. <br>Table Service orders: <br>Was Presenter wearing a condiment apron and asked if you have everything you need?<br>Presenter did not greet or thank me<br>Presenter not friendly <br>Table Service: Presenter did not check that I have everything I need <br>Table Service: Check back not performed <br>Mobile Table Service: Presenter did not greet me by name<br>Other

IR6-CA Dining Area: <br>Did you experience genuine hospitality in the dining area? <br>Staffing levels not appropriate for level of business <br>Guest Experience Leader not scheduled/in place when conditions dictate <br>Staff members did not prioritize guest <br>Staff members not actively looking for opportunities to connect with guests <br>Tone not friendly/polite <br>Not smiling/no eye contact <br>Not communicating effectively <br>Other

IR7-CA Speed: (N/A for GMA Experiences)<br>Was your 'Wait Time' 90 seconds or less? Wait time begins when joining line and ends <br>on arrival at order point<br>Manager not reacting to danger zones<br>Side 2 of the prep table not open when appropriate<br>Dedicated fry/hash brown person not positioned when appropriate<br>Dedicated beverage person not positioned when appropriate<br>Order taker not in position to take order<br>Order taker not effective<br>Restaurant not prepared for Extreme high arrival rate<br>Large or complex orders caused long order taking times<br>Guest not guided to appropriate order point<br>Service stock levels are not appropriate<br>Not enough order points available<br>Other

IR8a Speed (Non Table Service orders): <br>Was your 'R2P' 90 seconds or less? <br>R2P time begins when receipt/change is received and ends when the entire order is presented<br><br>IR8b Speed (Table Service): <br>Was the combined R2P and Fulfilment Time 135 seconds or less? <br>Time begins when receipt/change is received and ends when the entire order is presented (including condiments)<br>Manager not reacting to danger zones<br>Side 2 of the prep table not open when appropriate<br>Dedicated fry/hash brown person not positioned when appropriate<br>Dedicated beverage person not positioned when appropriate <br>Order taker not in position to take the order<br>Presenter not available to deliver order (table service)<br>Restaurant not prepared for Extreme high arrival rate<br>Large or complex orders caused long order taking times<br>Service stock levels are not appropriate <br>Orders served off the monitors too quickly<br>Not enough order points available<br>Other

IR9 Accuracy: <br>Did you receive all the food and drink items ordered and were they properly prepared? <br>Missing sandwich/entrée<br>Missing fries/side order/dessert<br>Missing drink<br>Missing or incorrect dressing or sauces<br>Sandwich missing one or more ingredient/improperly prepared<br>Received wrong sandwich/beverage/side order<br>Received wrong size sandwich/fries/beverage/side order<br>Requested item not available<br>Other

IR10-CA Accuracy: <br>Did you receive all the condiments you requested, along with napkins, straws and stir sticks?<br>Missing correct number of napkins or other utensils<br>Missing straw(s)<br>Missing cutlery<br>Requested condiments missing<br>Missing receipt if applicable <br>Other

IR11-CA Quality: <br>Was your sandwich/entrée served hot and fresh and did it taste good?<br>Sandwich/entrée not hot<br>Sandwich/entrée did not taste good<br>Sandwich/entrée not neat<br>Bun not soft resilient and moist<br>Bun/muffin not properly toasted/steamed<br>Beef/chicken/fish/sausage not tender <br>Beef/chicken/fish/sausage not juicy<br>Cheese not properly tempered<br>Tomato/Onions not fresh<br>Ingredients are not well distributed<br>Bacon not crisp <br>Eggs not fluffy and moist<br>Other

IR12 Quality: <br>Were French fries hot, salted, and crisp -OR- Hash Browns hot and crisp and did they taste good? <br>Fries/hash brown did not have fresh potato flavor<br>Fries/hash brown not hot<br>Fries/hash brown did not taste good<br>Hash brown not crisp <br>Fries not properly salted -not enough salt<br>Fries not properly salted -too much salt<br>Other

IR13 Quality: <br>Were drinks/sides/desserts properly prepared and served at the correct temperature? <br>Product not prepared properly<br>Product not served at correct temperature<br>Product too hot<br>Product too cold<br>Product expired<br>Product under filled<br>Other