Drive-Thru CFV

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Prepared by
Conducted on

Cleanliness

DT1: Cleanliness: Is the exterior of the restaurant clean and free of litter?
Car park not free of litter
Landscape not free of litter
Walkways not clean
Bins overflowing/full
Click & Serve signage not clean
Other
DT2: Cleanliness: We’re Crew well presented and wearing uniforms that were clean and in good condition?
Staff members not presenting a neat and clean appearence
Employee uniforms dirty or stained
Other

Service

DT3: Order: Do Crew interact in a prompt, friendly and effective manner? Is order displayed clearly on the COD/Digital Menu Board
A genuine and sincere welcome not provided
A prompt greeting was not provided (within 10 seconds)
Order Taker could not answer questions
Order Taker interrupted me
Order Taker did not ask me to check my order
Order Taker did not know how to recall mobile orders
Audio quality poor
COD/Digital Menu Board screen poor quality /not working
Items not entered on till as ordered
Other
DT4: Pay: Dod Crew interact in a polite, friendly and effective manner and provide clear instructions?
Employees not promptly greeted or using a warm and friendly greeting to connect
Not following cashless procedures
I was not thanked/directed to the present window
Employees not providing clear instructions
Other
DT5: Present: Was the presenter of friendly and effective and did they provide clear instructions? If pulled forward, where are you provided with clear instructions and explanation?
Presenter did not greet me promptly
Presenter did not thank me
Pulled forward: I was not explained the 3Ws (why, when, where)
Other
DT6: Speed: Was “line time from the third car behind the order point” 70 seconds or less?
Line ahead of the order point stalled/not advancing
Large or complex orders
Tandem or side by side, Drive-Thru did not have 2 assigned order takers
Customer not guided to the appropriate order point
COD/headset is not working properly/poor speak of quality
Extreme high arrival rates
Other
DT7: Speed: Was OEPE 120 seconds or below?
Cashier multitasking
Presenter multitasking
Cars not pulled forward
Waiting on product
Order not ready upon arrival at present booth
Large or complex orders
Extreme high arrival rates
Other
DT8: Speed: record the overall experience time
DT9: Accuracy: Did you receive all food and drink items ordered and were they properly prepared?
Missing Sandwich/entrée
Missing fries/side order/dessert
Missing drink
Missing/incorrect dressings or sauces
Sandwich missing one or more ingredient/improperly prepared
Received wrong sandwich/beverage/side order
Requested item not available
DT10: Accuracy: Did you receive all condiments you requested, along with napkins, straws and stirrers?
Missing correct number of napkins or other utencils
Missing straw(s)
Missing cutlery
Requested condiments missing

Quality

DT11: Quality: Was your sandwich/entrée served hot and fresh and did it taste good?
Sandwich/entrée not hot
Sandwich/entrée did not taste good
Sandwich/entrée not neat
Bun not soft resilient and moist
Bun/muffin not properly toasted
Beef/chicken/fish/sausage not tender and juicy
Eggs not fluffy and moist
Other
DT12: Quality: Were French fries, hot salted and crisp -OR- Hash Browns hot and crisp and did they taste good?
Fries/hash brown did not have fresh potato flavour
Fries/hash brown not hot
Fries/hash brown did not taste good
Hash brown not crisp
Fries not properly salted
Salt level
Other
DT13: Quality: Were drinks/sides/desserts properly prepared and served at the correct temperature?
Product not prepared properly
Product not served at correct temperature
Temperature
Product expired
Product under filled
Other