Title Page
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Prepared by
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Conducted on
Cleanliness
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DT1: Cleanliness: Is the exterior of the restaurant clean and free of litter?
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Car park not free of litter
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Landscape not free of litter
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Walkways not clean
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Bins overflowing/full
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Click & Serve signage not clean
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Other
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DT2: Cleanliness: We’re Crew well presented and wearing uniforms that were clean and in good condition?
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Staff members not presenting a neat and clean appearence
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Employee uniforms dirty or stained
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Other
Service
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DT3: Order: Do Crew interact in a prompt, friendly and effective manner? Is order displayed clearly on the COD/Digital Menu Board
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A genuine and sincere welcome not provided
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A prompt greeting was not provided (within 10 seconds)
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Order Taker could not answer questions
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Order Taker interrupted me
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Order Taker did not ask me to check my order
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Order Taker did not know how to recall mobile orders
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Audio quality poor
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COD/Digital Menu Board screen poor quality /not working
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Items not entered on till as ordered
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Other
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DT4: Pay: Dod Crew interact in a polite, friendly and effective manner and provide clear instructions?
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Employees not promptly greeted or using a warm and friendly greeting to connect
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Not following cashless procedures
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I was not thanked/directed to the present window
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Employees not providing clear instructions
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Other
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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?
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Presenter did not greet me promptly
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Presenter did not thank me
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Pulled forward: I was not explained the 3Ws (why, when, where)
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Other
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DT6: Speed: Was “line time from the third car behind the order point” 70 seconds or less?
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Line ahead of the order point stalled/not advancing
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Large or complex orders
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Tandem or side by side, Drive-Thru did not have 2 assigned order takers
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Customer not guided to the appropriate order point
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COD/headset is not working properly/poor speak of quality
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Extreme high arrival rates
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Other
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DT7: Speed: Was OEPE 120 seconds or below?
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Cashier multitasking
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Presenter multitasking
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Cars not pulled forward
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Waiting on product
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Order not ready upon arrival at present booth
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Large or complex orders
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Extreme high arrival rates
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Other
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DT8: Speed: record the overall experience time
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DT9: Accuracy: Did you receive all food and drink items ordered and were they properly prepared?
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Missing Sandwich/entrée
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Missing fries/side order/dessert
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Missing drink
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Missing/incorrect dressings or sauces
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Sandwich missing one or more ingredient/improperly prepared
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Received wrong sandwich/beverage/side order
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Requested item not available
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DT10: Accuracy: Did you receive all condiments you requested, along with napkins, straws and stirrers?
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Missing correct number of napkins or other utencils
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Missing straw(s)
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Missing cutlery
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Requested condiments missing
Quality
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DT11: Quality: Was your sandwich/entrée served hot and fresh and did it taste good?
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Sandwich/entrée not hot
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Sandwich/entrée did not taste good
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Sandwich/entrée not neat
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Bun not soft resilient and moist
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Bun/muffin not properly toasted
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Beef/chicken/fish/sausage not tender and juicy
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Eggs not fluffy and moist
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Other
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DT12: Quality: Were French fries, hot salted and crisp -OR- Hash Browns hot and crisp and did they taste good?
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Fries/hash brown did not have fresh potato flavour
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Fries/hash brown not hot
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Fries/hash brown did not taste good
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Hash brown not crisp
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Fries not properly salted
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Salt level
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Other
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DT13: Quality: Were drinks/sides/desserts properly prepared and served at the correct temperature?
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Product not prepared properly
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Product not served at correct temperature
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Temperature
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Product expired
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Product under filled
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Other
General Comments
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Comments
