Customer Service Experience

• Store name / Period #

• Compliance status

• Store name:

• Store manager

• Conducted on

  Date
• Location
  Address

• Employees on duty:

Customer experience:

• Does the parking lot and landscaping look clean and maintained?

  Yes

  No

  N/A

• Were you greeted when you entered the store?

  Yes

  No

  N/A

• Were the employees smiling and friendly?

  Yes

  No

  N/A

• Are all employees in proper uniform?

  In compliance

  Out of compliance

  Needs improvement

• Is the overall look and feel of the lobby acceptable? ( radio, temperature, chip rack, pop cooler, Bain glass, front door etc..)

  Yes

  No

  N/A

• Are there any maintenance items you see. <br>i.e. Ceiling tiles, lights out, any items broken.

  YES

  NO

• Do all items on the front line look fresh and appealing? Is the line clean and stocked?

  Yes

  No

  N/A

• Are all staff members working to help customers? (Sense of urgency) <br>Are they focused on the customers? (No side talking)<br>

  Yes

  No

  N/A

• Are all employees working to get customers served? ( i.e. Not in back room doing prep dishes, etc.)

  Yes

  No

  N/A

• Starter: Are they consistently offering deluxe to customers?

  In compliance

  Out of compliance

  Needs improvement

• Starter: Are they offering any additional item if not deluxe? (If deluxe isn't the best up sell for a sub i.e. Extra cheese on veggie)

  Yes

  No

  N/A

• Cashier: Is the cashier asking if they have a rewards card and offering the rewards card if they don't. <br>

  In compliance

  Out of compliance

  Needs improvement

• Cashier: Are they Reminding customers to take the survey on back of the receipt?<br>Proper closing statement? ( thank you, have a great day, see you next time)

  Yes

  No

  N/A

• Are the employees demonstrating proper thru-put when necessary?

  Yes

  No

  N/A

• Are the employees following proper formulas?

  Yes

  No

  N/A

• Are the employees confirming with the customer that their sandwich is complete? (How does this look, does this look good to you)

  Yes

  No

  N/A

• Are the employees anticipating the customers needs? ( drink carriers, utensils, etc.)

  Yes

  No

  N/A

• Are the employees communicating the order to the cashier?

  Yes

  No

  N/A

• Service times: Dine in:

  Awesome! Less than 1 minute

  Great job! Less than 2:20

  Need improvement over 3 minutes

  N/A

• Are employees doing table visits and checking the lobby when possible?

  In compliance

  Out of compliance

  Needs improvement

• Are the employees completing all customer related tasks before doing back room tasks? (i.e. Lobby clean, line stocked & clean etc.)

  Yes

  No

  N/A

• Are all items available for customers?

  In compliance

  Out of compliance

  Needs improvement

• Is the cookie case clean and stocked?

  Yes

  No

  N/A

• Is all current POP up and priced properly?

  Yes

  No

  N/A

• Are the CRS scores above the DA average?

  Yes

  No

  N/A

• Based on the customer service aspect and overall view would you return to this location?

  Yes

  No

  N/A

Drive thru:

• Service times: Drive thru

  Awesome! Less than 1 minute

  Great job! Less than 2:20

  Need improvement over 3 minutes

  N/A

• Are employees giving a proper greeting?

  Yes

  No

  N/A

• Are they up selling any additional items?

  Yes

  No

  N/A

• Is the food packaged properly?

  Yes

  No

  N/A

• Did the cashier repeat the order and give a total?

  Yes

  No

  N/A

• Is the drive thru area clean and organized?

  Yes

  No

  N/A

Product Quality:

• Is there an acceptable amount of bread?

  Yes

  No

  N/A

• Is the overall look and quality of the bread up to company standards?

  Yes

  No

  N/A

• Is there any bread in the retarder? <br>

  Yes

  No

  N/A

• Do they have an acceptable amount of prep?

  Yes

  No

  N/A

• Is there a build to prep list available and are they using it?

  Yes

  No

  N/A

• WAL-MART:<br>Do they have popcorn available?<br>Are the bags full?<br>Are there any boxes of popcorn available? Are they full?<br>

  Yes

  No

  N/A

Food safety:

• Is the thermometer clean and working properly?

  In compliance

  Out of compliance

  Needs improvement

• Are all employees following proper hand washing and glove usage procedures?

  In compliance

  Out of compliance

  Needs improvement

• Are all products dated properly and not expired?

  In compliance

  Out of compliance

  Needs improvement

• Are all products below the chill line?

  In compliance

  Out of compliance

  Needs improvement

• Are all products being held at the proper temperatures?

  In compliance

  Out of compliance

  Needs improvement

• Are all food products being stored 6" off the floor?

  Yes

  No

  N/A

Safety/ Paperwork

• Are all banking safety procedures being followed?<br>Back door closed and secured?

  In compliance

  Out of compliance

  Needs improvement

• Only one person ringing on the register? Are cash in's cash out's being completed?

  In compliance

  Out of compliance

  Needs improvement

• Are wet floor signs being used ONLY if needed?

  Yes

  No

  N/A

• Is the 4 week folder available and up to Date?<br>Weekly paperwork folder being used and is it organized?

  Yes

  No

  N/A

• Control sheet: do the opening and closing bread counts match? Is bread being wasted everyday?

  Yes

  No

  N/A

• Are all openers and closers clocking in/out at appropriate times?

  Yes

  No

  N/A

• Is the temp log in use and current? Is the action plan being used when necessary?

  Yes

  No

  N/A

• Are there 2 current schedules posted?

  Yes

  No

  N/A

• Have all items from the previous national inspection been corrected?

  Yes

  No

  N/A

• Are previous inspections posted with action plans completed?

  Yes

  No

  N/A

• Is the manager Serv safe certified?

  Yes

  No

  N/A

Service area

• Do they have sanitizer buckets with clean water available?

  Yes

  No

  N/A

• Does the register area look clean and organized?

  Yes

  No

  N/A

• Front line items? Clean, good condition.<br>Cutting boards, dressing bottles, shakers, broken cambros etc..

  Yes

  No

  N/A

• Bread cabinets and carts clean and in good repair?

  Yes

  No

  N/A

• Toaster oven clean? Including baskets, paddles, handles<br>Are the proofer and oven clean?

  Yes

  No

  N/A

• Are the microwaves clean and in good repair? <br>Reach in coolers clean including gaskets, doors?

  Yes

  No

  N/A

• Are the bread forms clean and stored properly?<br>Are they in good condition?

  Yes

  No

  N/A

• Are all scales, slicers, utensils clean and stored properly?

  Yes

  No

  N/A

• Are there any maintenance items you see. <br>i.e. Ceiling tiles, lights out, any items broken.

  YES

  NO

• Are all hand sinks clean and stocked with soap and paper towels? <br>Employee drinks and food properly stored?<br>

  Yes

  No

  N/A

• Is the back room and Prep area clean organized? <br>This includes BIB, dry stock area, all tables and shelves?

  Yes

  No

  N/A

• Are the walk in and freezer areas clean organized and in good repair?<br>Is the retarder clean?

  Yes

  No

  N/A

• Recap overall experience.

• Employee receiving this inspection.

  Sign