Title Page
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Conducted on
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Prepared by
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Location
Consistent & Quick
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The Guest is greeted at the Drive-thru speaker within 5 seconds.
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Guest receives their order, after arriving at the window, within the specified speed of service target (or their Order-to-Delivery time is less than 3 minutes 45 seconds).
Food Quality
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Food is well put together.
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Sandwiches are assembled and served according to build, product quality and temperature standards.
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Fries are served according to product quality and temperature standards.
Accurate
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Guest can easily understand and communicate with the order taker.
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Order is displayed on the Order Confirmation Screen.
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Order is confirmed with the Guest at the menu board.
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Contents of each bag are communicated to the Guest as they are handed out, including any special requests.
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Guest receives all the items they ordered, including condiment(s) and napkins. All items are made correctly, including any specials requests
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Guest receives a receipt for their purchase.
Clean
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The building exterior, parking lot, sidewalks, landscaping and dumpster area are reasonably clean or in the process of being cleaned.
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The menu boards are reasonably clean or in the process of being cleaned.
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The drive-thru lane/landscaping are reasonably clean or in the process of being cleaned.
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The drive-thru window/ledges/wall are reasonably are reasonably clean or in the process of being cleaned.
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The Employee at the drive-thru window has a neat and well-groomed appearance.
Restaurant Condition
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The building exterior, parking lot, sidewalks, landscaping and exterior advertising elements are in reasonably good condition and repair.
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The menu boards and order confirmation screen/speaker are in reasonably good condition and repair
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The drive-thru lane/landscaping are in reasonably good condition and repair.
Warm & Friendly
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The Guest is treated in a friendly manner at the Order Menu Board
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The Employee at the drive-thru window makes eye contact with the Guest and smiles at some point during the transaction.
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Before departing, the Employee offers some form of thank you to the Guest for their business.
Shopper Questions
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Shopper Guidance: Please pull into the drive-thru line. If you are in line before you reach the Preview Board, please count how many cars are between you and the Preview Menu Board.
Please note that the "Preview Menu Board" is the menu board you see before arriving at the order screen. This board does NOT have the order video confirmation screen. -
How many cars were ahead of you before reaching the Preview Menu board:
- 0
- 1
- 2
- 3
- 4
- 5
- More than 5
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Is the Preview Menu Board reasonably CLEAN or in the process of being cleaned? This means no hand-written graffiti, 2 or less dirty spots, no gum/stickers/food/ketchup, and no debris/soil/mold build-up at the bottom of the menu board.
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Is the Preview Menu Board in reasonably GOOD CONDITION and repair? This means menu panels and banners/toppers are straight/unfaded, there are no missing, broken or cracked panels/numerals/menu frame pieces/clear plastic covers, and no broken parts and no light bulbs are out (at night).
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Shopper Guidance: If you identify an issue with the menu board cleanliness or condition, please take your picture zoomed in on that issue.
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Image of drive-thru preview menu board:
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Shopper Guidance: Now start your stopwatch as soon as you get to the main menu board.
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Is the Order Menu Board (the menu board where you place your order and has the video confirmation screen) reasonably CLEAN or in the process of being cleaned? This means no hand-written graffiti, 2 or less dirty spots, no gum/stickers/food/ketchup, and no debris/soil/mold build-up at the bottom of the menu board.
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Is the Order Menu Board in reasonably GOOD CONDITION and repair? This means menu panels and banners/toppers are straight/unfaded, there are no missing, broken or cracked panels/numerals/menu frame pieces/clear plastic covers, and no broken parts and no light bulbs are out (at night).
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Shopper Guidance: If you identify an issue with the menu board cleanliness or condition, please take your picture zoomed in on that issue.
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Image of drive-thru order menu board:
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Were you greeted within 5 seconds of arriving in front of the Order Menu Board?
- Yes (1)
- Yes, but I was asked to be put on hold
- No
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Were you on hold for less than 15 seconds?
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Were you greeted in a friendly manner at the Order Menu Board speaker? This means a genuine, non-robotic greeting with no detectable attitude in the employee’s voice or tone.
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Are the Order Confirmation Screen and speaker working at a level where you can see your order on the screen and clearly understand/hear the order taker?
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Shopper Guidance: Please order a Small Combo including one of the sandwiches from the below list. Your order should include a small French fries and beverage.
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Which did you order:
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Double Jack
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Jumbo Jack
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Jumbo Jack Cheeseburger
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Classic Buttery Jack
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Sourdough Jack
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Spicy Sriracha
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Other
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Spicy Chicken Sandwich
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Spicy Chicken Sandwich with Cheese
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Other
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While ordering your food, is your order displayed on the Order Confirmation Screen?
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Did the person taking your order repeat the order while you were still at the menu board to confirm its accuracy (including any special requests, if applicable)?
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Did the person taking your order ask if the order is correct on the screen in some format to confirm the order?
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Was your ordering process at the menu board uninterrupted?
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Were you able to easily understand/communicate with the order taker? This means that you had hassle-free communication and did not have to clarify the order more than once due to a language barrier or volume issue.
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Are Drive-Thru Lane/Landscaping/Asphalt reasonably CLEAN or in the process of being cleaned? This means 3 or less pieces of trash in the drive-thru lane/landscaping (such as cups, wrappers, boxes and cigarette butts), the asphalt/ledges/wall are not covered in soil and stains, and there is no mounded-up gum build-up.
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Are the Drive-Thru Lane/Landscaping/Asphalt in reasonably GOOD CONDITION and repair? This means there are no potholes or broken pieces of curbing, no more than 1 exterior light out (at night), there are no weeds or bare/missing/dead/excessively unmaintained landscaping.
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Shopper Guidance: If you identify an issue with the drive-thru lane cleanliness or condition, please take your picture zoomed in on that issue.
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Image of Drive-Thru Lane, on approach to pickup window
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Shopper Guidance: As soon as you arrive to the Drive-thru window, please add a “lap” to the timer.
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Time spent waiting before reaching the drive-thru window
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Does the employee at the drive-thru window have neat and well-groomed appearance? This means their uniform appears to be clean and wrinkle free, they don’t appear overly messy or unkempt, and they are wearing a legible name tag.
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Are the Drive-Thru Window/Ledges/Curbs/Wall below the window reasonably CLEAN or in the process of being cleaned? This means no more than 2 dirty spots (such as gum, dirt, ketchup, milkshake, grease or sauce) and the window/ledges are not covered in dust, dirt or grime.
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Were the primary contents of each bag communicated to you as they were being handed out to you through the drive-thru window, including any special requests or modifications?
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Shopper Guidance: Stop your stopwatch timer as soon as your food is handed to you! If you are asked to pull-over before receiving your food, do not stop the timer until you receive the food.
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Were you asked to pull over before you received your food?
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Record time from reaching the Drive-thru Window to receiving your food
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Order to delivery (order screen to handed food):
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While you were at the drive-thru window, did the employee make eye contact and smile at any point during the interaction?
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Before leaving, did the employee give you some form of “thank you” for your business? This can include any form of gratitude such as: thank you, thanks, have a great day, come again, see you soon, etc.
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Shopper Guidance: After pulling away from the drive-thru window, please park so you can assess your Food Quality and Accuracy, as well as the condition of the building exterior. Please do this as soon as possible after you receive your food, before the product starts to cool down. This should happen within the first 2 minutes after you receive your order.
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Image of entree and fries
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Was the food placed neatly in the bag? This means the food does not look like it was just thrown in the bag and it is not smashed or falling apart when the packaging is first opened.
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Are your French fries 150° Fahrenheit or warmer? This means that you were able to get this temperature reading on at least one French fry or by sticking the thermometer in the entire bunch.
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Record temperature
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Record temperature
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Are your French fries served at a satisfactory temperature?
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Are your French fries lightly crispy on the outside and soft on the inside? This means they don’t taste stale, hard or soggy.
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Can you taste the salt on the French fries?
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Which did you order:
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Is your burger patty 120° Fahrenheit or warmer? This means that you were able to get this temperature reading by inserting the thermometer sideways into the burger patty so it does not poke all the way through.
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Record temperature
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Record temperature
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Is your chicken 125° Fahrenheit or warmer? This means that you were able to get this temperature reading by inserting the thermometer into the center of the Chicken filet so it does not poke all the way through.
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Record temperature
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Record temperature
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Is your burger served at a satisfactory temperature?
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Does your burger patty taste juicy or moist/not dried out?
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Is the produce fresh?
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Is your bun properly toasted and tastes fresh and buttered?
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Is the mayo or sauce evenly distributed on the bun?
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Did you receive all the food and beverage items you ordered?
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What did you not receive?
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Is the food you ordered made correctly, including any special requests or modifications?
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What was wrong?
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If you ordered a special request on your sandwich, was there a green “DT Custom” drive-thru sticker on the box?
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Did you receive napkins?
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Did you request/accept condiments?
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Did you receive the condiments you asked for in the quantity requested?
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Did you receive a receipt without asking for one?
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Is the Building Exterior (doors, windows, walls, roof) reasonably CLEAN or in the process of being cleaned? This means 3 or less noticeable spills/messes/dirty areas/dripping liquids and no clutter or visible bread racks out back.
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Is the condition of the Is the Building Exterior in reasonably GOOD CONDITION and repair? This means minimal paint fading/peeling and damaged/broken roof tiles/shingles, no missing awnings and no damaged siding/stucco
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Shopper Guidance: If you identify an issue with the Building Exterior cleanliness or condition that is visible from your car, please take your picture zoomed in on that issue.
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Photo of building exterior
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Are the Parking Lot/Landscaping/Sidewalks reasonably CLEAN or in the process of being cleaned? This means 3 or less pieces of trash in the parking lot/landscaping, the exterior trash cans are not overflowing and not overly covered in grime, and the asphalt/sidewalks are not covered in soil, stains or sticky looking spills.
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Are the Parking Lot/Landscaping/Sidewalks in reasonably GOOD CONDITION and repair? This means the parking lot stripes are not excessively faded, there are no potholes or broken piece of curbing, no more than 1 exterior light out (at night), there are no weeds and no bare/missing/dead/ excessively unmaintained landscaping.
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Shopper Guidance: If you identify an issue with the Parking Lot, Landscaping or Sidewalk cleanliness or condition that is visible from your car, please take your picture zoomed in on that issue.
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Picture of parking lot
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Are the Exterior Advertising Elements (window clings, banners, flags, permanent drive-thru ground signs and Jack in the Box logo signage) in reasonably GOOD CONDITION and repair? This means the advertising elements and logo signs are not broken/faded nor overly crooked, free of air bubbles, and lights are fully turned on at night.
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Are the Dumpster/Adjacent Recycling/Concrete pad in front of the dumpster reasonably CLEAN or in the process of being cleaned? This means the dumpster is closed and there is no visible garbage, the trash receptacle gates are closed/reasonably clean, the concrete area around the dumpster is free of excessive stains/grime build-up and visible pallets.
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Shopper Guidance: If you identify an issue with the Dumpster Area cleanliness or condition that is visible from your car, please take your picture zoomed in on that issue.
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Picture of dumpster area
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Picture of purchase receipt
