Title Page
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NSN
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Location
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Manager
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Conducted on
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Prepared by
Drive-Thru
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Cleanliness: Is the exterior of the restaurant clean?
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Parking lot not clean
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Landscape not clean
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Drive-thru not free of litter
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Drive-thru windows not clean
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Sidewalks not clean
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Trash receptacles overflowing/full
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Menuboard not clean
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Corral area not clean
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Other
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Cleanliness: Were crew and managers wearing uniforms that are clean and in good condition?
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Employee uniforms dirty or stained
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Employee uniforms were wrinkled
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Employee uniforms were torn/ripped
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Other
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Order: Did Order Taker 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 greeting not provided
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Check that Order Taker greets you promptly and takes your order in a friendly manner, without interrupting. They are able to answer any questions. The audio/video quality enables a clear and effective communication process.
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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 to check my order on the screen
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Order Taker did not know how to recall Mobile orders
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Order Taker did not know how to earn points or redeem deals and rewards
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Checking for order displayed on screen is not applicable when using HHOT.
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Poor audio quality
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COD / Digital Menu Board screen poor quality / not working
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Items not entered on the cash register as ordered
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Other
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Order: Did Order Taker provide a digital prompt and acknowledge you by name?
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Digital prompt not provided
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Name not used
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Other
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Pay: Did employee(s) promptly interact in a polite, friendly and effective manner, including using your name to connect, and provide clear instructions?
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I was not greeted promptly
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Observe if employees are providing clear instructions if needed/appropriate. These may include how to use cashless/contactless, outside cash, etc.
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Employee(s) did not provide a friendly greeting to connect
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Employee(s) did not use my name to connect
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Employee(s) did not provide eye contact
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I was not thanked
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Not providing clear instructions
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Other
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Present: Were the employees you came in contact with friendly? If pulled forward, were you provided with the 3 Ws (why, wait, where)?
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I was not greeted promptly
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If car is pulled forward, the 3 W's must be provided; explain why they are waiting, what is the wait time and where to pull forward to.
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Employee(s) did not provide eye contact
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I was not thanked
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Presenter did not provide a farewell
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Pull Forward: was not explained the 3 Ws (why, wait, where)
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Other
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Speed: Was 'Order End Present End' time 180 seconds or below?
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Speed: OEPE in seconds
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Accuracy: Did you receive all the food and drink items as ordered and were they served as a full portion?
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Missing sandwich/entrée
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Missing fries/hash browns
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Missing dessert item
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Missing drink
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Received wrong sandwich/entrée
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Received wrong drink
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Received wrong dessert item
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Received wrong size sandwich/fries/beverage
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Requested item not available
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Other
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Accuracy: Did you receive the condiments (if required or requested), along with a receipt,
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Missing straw(s)
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Missing utensils
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Condiments/dressing incorrect or missing
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Missing receipt
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Other
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Quality: Was your sandwich/entrée served neat, at proper temperature, fresh, and did it taste good?
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Sandwich/entrée did not taste good
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Sandwich/entrée not at proper temperature
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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/steamed
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Biscuit dry/hard/not flaky
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Beef/chicken/fish/sausage not tender
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Cheese not properly tempered
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Lettuce/tomato/onions not fresh
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Ingredients are not well distributed
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Bacon not crisp
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Eggs not fluffy and moist
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Other
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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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Fries/hash browns not hot
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Fries/hash browns did not taste good
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Hash browns not crisp
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Fries not properly salted
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Other
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Quality: Was your drink served neat, at the proper temperature, and did it taste good?
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Drink not neat
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Drink did not taste good
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Drink not at proper temperature
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Drink expired
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Other
