Title Page
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Conducted on
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Prepared by
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Location
Assessment
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Select Audit
- Drive Thru
- Dine In
- Curbside
- Delivery
- Behind The Counter
Drive Thru
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Cleanliness: Was the exterior of the restaurant clean?
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Cleanliness: Were crew and managers wearing uniforms that are clean and in good condition
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Order: Did Order Taker interact in a prompt, friendly, and effective manner? Is order displayed accurately on the COD/menu board within 10 Seconds?
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Order: Did Order Taker provide a digital prompt and acknowledge you by name?
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Order: Was product outage managed correctly ?
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Pay: Did employee promptly interact in a polite, friendly and effective manner including using your name to connect and provide clear Instructions? <br>
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Present: Were the employees you came in contact friendly? If pulled forward, were you provided the 3Ws? Why (what is cooking), Wait (how long), Where
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Speed: Was “Line Time from the 3rd car behind the order point” 70 seconds or less?
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Speed: Was “OEPE” time 120 seconds or below?
- 120” or less
- 121” – 140”
- 141” – 160”
- 161” - 180”
- 181” – 190”
- 191” or greater
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Speed: Record the Total Experience Time
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Accuracy: Did you receive all the food and drinks ordered?
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Accuracy: Did you receive the condiments (If required or requested), along with a receipt, utensils, napkins and straws?
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Quality: Was your sandwich/entrée served neat, at proper temperature, fresh and did it taste good?
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Quality: Were the French fries hot, salted, and crisp, - OR- hash browns hot and crisp and did they taste good?
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Quality: Was your drink properly prepared, served at the proper temperature and did it taste good?
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Quality: Was your dessert/ McCafé Bakery item properly prepared, served at the proper temperature and did it taste good?
Sign Off
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Manager's Signature
Dine In
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Cleanliness: Was the interior of the restaurant clean?
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Cleanliness: Was the restroom clean, stocked and in working order?
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Cleanliness: Were crew and managers wearing uniforms that are clean and in good condition?
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Order & Pay: FC: Did order taker provide a digital prompt, was the order taking process effective and was Order Taker friendly, use your name and provide clear instructions? Kiosk: Was the kiosk in full working order, including table tents, and the product outage managed correctly? MOP Table Service: Was the MOP table marker in place and in good condition and the product outage managed correctly?<br>
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Present: Was Presenter friendly and effective? Table Service orders: Did Presenter have condiments readily available (in apron, cart, tray, caddy, etc.) and ask if you have everything you need? This includes calling guest by name<br>
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Dining Area: Did you observe genuine hospitality in the dining area?
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Speed: Was your “Wait Time” 90 seconds or less?
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Speed: (non-table service orders): Was your R2P 90 seconds or less? Or (Table <br>Service): was the combined R2P and Fulfillment Time 135 seconds or less?
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Accuracy: Did you receive all the food and drinks ordered and were they served as full portions?<br>
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Accuracy (Table Service): did you receive a filled drink?<br>
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Accuracy: Did you receive the condiments (if required or requested), along with a receipt, utensils, napkins and straws?<br>
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Quality: Was your sandwich/entrée served neat, at proper temperature, fresh and did <br>it taste good?( including cheese properly tempered)
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Quality: Were the French fries hot, salted, and crisp, - OR- hash browns hot and crisp <br>and did they taste good?
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Quality: Was your drink properly prepared, served at the proper temperature and did <br>it taste good?
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Quality: Was your dessert/ McCafé Bakery item properly prepared, served at <br>the proper temperature and did it taste good?
Sign off
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Manager's Signature
Curbside
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Cleanliness: Was the exterior of the restaurant clean?<br>
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Cleanliness: Were crew and managers wearing uniforms that are clean and in good condition?<br>
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Messaging: Were curbside spaces clearly signposted, easily identifiable and positioned near restaurant entrance doors?<br>
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Present: Was Presenter friendly and did they greet you by name?<br>
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Present: Did Presenter have condiments readily available (in apron, cart, tray, caddy, etc.) and asked if you have everything you need?<br>
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Speed: Was service time (R2P), 135 seconds or less?
- 135” or less
- 136” – 162”
- 163” – 188”
- 189” – 214”
- 215” – 240”
- 241” or greater
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Accuracy: Was product outage managed correctly?<br>
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Accuracy: Did you receive all the food and drinks ordered and were they served as a full portion?<br>
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Accuracy: Did you receive the condiments (whether required or requested), along with utensils, napkins and straws? (this includes having a pick ticket on the bag)<br>
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Quality: Was your sandwich/entrée served neat, at proper temperature, fresh and did it taste good?<br>
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Quality: Were the French fries hot, salted, and crisp, - OR- hash browns hot and crisp and did they taste good?<br>
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Quality: Was your drink properly prepared, served at the proper temperature and did <br>it taste good?
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Quality: Was your dessert/ McCafé Bakery item properly prepared, served at <br>the proper temperature and did it taste good?
Sign off
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Manager's Signature
Delivery
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For security reasons, was courier and vehicle correct per by 3PO app?
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Was courier polite, did they confirm their name and yours?
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Was courier neatly presented and adhered to appropriate hygiene standards?
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Was “End to End” time from payment to courier present under 30 minutes?
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Was there a timing deviation between predicted app arrival time and actual arrival time?
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Accuracy: Was product outage managed correctly?<br>
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Accuracy: Was order in correct packaging and sealing procedures followed? (now a combined question)<br>
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Accuracy: Was pick ticket visible?
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Accuracy: Did you receive all the food items ordered and were they served as a full portion?<br>
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Accuracy: Did you receive all the drink and dessert/Bakery items as ordered and were they served as a full portion?<br>
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Accuracy: Did you receive all the condiments (whether required or requested), along with utensils, napkins and straws?<br>
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Accuracy: Was ketchup included with your French fry order?<br>
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Quality: Was your sandwich/entrée served neat, at proper temperature, fresh and did <br>it taste good?
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Quality: Were the French fries hot, salted, and crisp, - OR- hash browns hot and crisp <br>and did they taste good?
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Quality: Was your drink properly prepared, served at the proper temperature and did <br>it taste good?
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Quality: Was your dessert/ McCafé Bakery item properly prepared, served at <br>the proper temperature and did it taste good?
Sign Off
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Managers Signature
Behind The Counter
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Tempering and Prep: Were product levels sufficient per posted product level charts/ eProduction monitor for the volume of the business<br>
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Tempering & Prep: were products correctly labeled and within secondary shelf lives? (this is a new, separate question)<br>
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MFY: Were UHC product holding times and holding levels being adhered to
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Fries/ hash browns: Were French fries/hash browns available to meet demand, following cooking and holding procedures and French fries station set up/maintained correctly?<br>
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Beverages and Desserts: Were drinks placed on appropriate cart/table identified? Were drinks placed separately, grouped by order and served correctly?<br>
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Order Assembly: Were orders assembled correctly, once all items were available? Were assembly Stations/Landing Tables utilized appropriately and orders checked for accuracy?<br>
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General/ Cleanliness Production and Service Areas: Did restaurant display general shift cleanliness in production and service areas?<br>
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People Positioning: Are employees positioned and adjustment made, as conditions dictate, throughout the shift?<br>
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Leading Operations: Shift and Area Leaders conduct travel paths, identify danger zones and take appropriate actions to prioritize & reduce operational barriers to deliver Gold Standard products and a great customer experience<br>
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Operational Focus: Was the Shift Leader aware of the restaurant’s priorities, goals, actions and progress?<br>
