GAH Mystery Shop 2020

Title Page

Audit Title and Store #:
Conducted on
Prepared by
Location
Drive-Thru or DRIVE-IN/CURB Shop
# of cars on lot or in DT during shop?

Overall Appearance

Was the location clean and well maintained?
If NO, mark all that apply:
- Accumulated litter/trash /leaves on pavement or in landscaping
- Overflowing trash can(s)
- Potholes or large cracks in asphalt or concrete
- Excessive grease stains/black spots in the stalls/lot/sidewalks
- Canopy was dirty, rusty, or damaged
- Walls and/or windows were dirty

Service

Items Ordered:
Speaker/Reply Time: Length of time waited before order was taken from the time you pressed the red button.
Did the order taker repeat the order or ask to confirm your order on the screen was accurate, and tell you the cost?
Bonus: Did you receive a suggestive sell or upsell of any item during your visit? (Not valid in greeting)
Is this a DRIVE THRU SHOP?
Did the window attendant acknowledge you within 10 seconds?
Delivery Time: Length of time to receive order from the time you finished ordering and the conversation ended with the speaker attendant.
- 4:00 min or less
- 4:01-4:15
- 4:16-4:30
- 4:31-4:45
- 4:46-5:00
- 5:01 or >
Was the carhop/attendant friendly?
- My overall impression was they were friendly
- Greeted me and smiled
- Made eye contact
- Introduced him/herself
- Read my order to me and told me the cost
- DRIVE-IN/STALL: Mentioned pushing red button if anything else is needed
Name or description of the carhop/attendant:
Were employees neat and clean in appearance and wearing approved Sonic uniform? NOTE: Holiday attire or attire for sporting or community events when all employees are participating is acceptable, but a nametag is still required.
If NO, mark all that apply:
- One or more employees not wearing a SONIC nametag or name on shirt (and not wearing a jacket/coat)
- One or more employees not wearing a SONIC logo on clothing (Not required if wearing festive clothing for a holiday or local event)
- One or more employees not wearing a SONIC cap/visor
- One or more employees not wearing black pants/shorts/capris or dark jeans
Were all employees you observed wearing a mask?
- Yes
- Some employees were wearing a mask
- No employees were wearing a mask
- N/A
Were all employees you observed wearing gloves?
- Yes
- Some employees were wearing a gloves
- No employees were wearing gloves
- N/A
Did you receive a receipt without asking, or were you offered a receipt? If not, shopper will ask for a receipt.
Ticket number from receipt:
Did you receive condiments in the bag or were they offered?
Did you receive a SONIC mint, at least 2 napkins, utensils (if appropriate), and a straw?
If NO, mark all that apply:
- No SONIC mint(s) provided
- Did not receive at least 2 napkins
- Did not receive wrapped fork for Coney
- Did not receive a straw for each drink ordered
DRIVE-IN/STALL: Did anyone check back with you after your order was delivered?
Did any employee thank you or give a pleasant closing?
Did you see any employees on roller skates/roller blades?

Quality

Did you receive exactly what you ordered?
If NO, mark all that apply:
- Did not receive entrée
- Did not receive side item
- Did not receive beverage
- Received incorrect entrée
- Entrée prepared incorrectly
- Received incorrect side item
- Received incorrect beverage
- Received incorrect size side item
- Received incorrect size beverage
Did the entrée temperature meet your expectations and did it taste good?
If NO, mark all that apply:
- Hot entrée not warm or hot
- Entrée ingredient(s) were hard, dry, or tough
- Entrée meat/egg was undercooked
- Produce was limp/mushy, wilted/brown/looked old
- Toast/bread/bun/wrap was soggy
Did the side item temperature meet your expectations and did it taste good?
If NO, mark all that apply:
- Hot side item not warm or hot
- Side item was soggy/limp/not crisp
- Side item was hard, dry, or tough
- Side item was undercooked
- Side item had an off taste/ did not taste right
Did the beverage temperature meet your expectations and did it taste good?
If NO, mark all that apply:
- Hot drink not warm or hot
- Cold drink not cold
- Drink had an off taste
- Fountain drink was flat/watery
- Slush/Shake- too thin or not mixed properly
- No cherry/lime/strawberry in drink

Cleanliness

DRIVE-IN/STALL: Was the restroom clean, stocked, and well maintained?
If NO, mark all that apply:
- Walls, mirrors, counters, floors, toilets, and/or sink dirty
- Trash on floor
- No toilet paper in one or more stalls
- No soap available
- No hand sanitizer available
- Nothing available to dry hands with
- Toilet, sink, soap dispenser, hand dryer, paper towel dispenser, and/or lights not working
- Walls, floors, and/or doors damaged