Mcdonald's - Customer Experience Visit Copy

• Site

• Date of Visit

  Date

• Daypart/Time

• Restaurant Number

• Prepared By

• Location
  Address

• INSTRUCTIONS
  ________________
  
  1. Answer all the questions below.
  2. Add photos and notes by clicking on the paperclip icon.
  3. To add a Corrective Measure click on the paperclip icon then "Add Action", provide a description, assign to a member, set priority, and due date.
  4. Complete audit by providing digital signature.
  5. Share your report by exporting as PDF, Word, Excel or Web Link.

Customer Experience Visit

• Please select the type of Customer Experience Visit Survey to be conducted.

  Select Drive-Thru Dine-In

  • Drive-Thru
  • Dine-In

Drive-Thru

• Be Clean

• 1. Was the exterior of the restaurant clean and free of litter and debris? (For example: Was the lot and landscaping clean and litter free and windows and sidewalks clean?)

  Yes

  No

  N/A

• 2. Does the corral area appear clean, are the gates closed, and all containers covered?

  Yes

  No

  N/A

• 3. Were the employees uniform clean and neat? (For example: Was their clothing free of dirt and stains?)

  Yes

  No

  N/A

• Be Nice/Friendly

• 4. Did the employees interact with you in a polite, friendly and effective manner? (For example: Were you greeted at the speaker, cash booth and present booth? Did the presenter provide a thank you?)

  Yes

  No

  N/A

• 5. Were all the employees who you came into contact with attentive to you as a customer?

  Yes

  No

  N/A

• 6. Was the order repeated and verified?

  Yes

  No

  N/A

• 7. Was the COD operational?

  Yes

  No

  N/A

• Be Fast

• 8. Was the “Line Time” 70 seconds or less? (Line time begins when the customer’s wheels stop as the 3rd car behind the order point and ends when customer arrives at order point; if the line is less than 3 cars behind the order point, begin to take timing when the customer’s wheels stop)<br>LT _____________

  Yes

  No

  N/A

• 9. Was the "Order End Present End Time" 120 seconds or less? (Order End Present End time begins when customers complete their order and ends when the last item is presented to customer)<br>OEPE _____________

  Yes

  No

  N/A

• Get It Right/Accuracy & Quality

• 10. Did you receive all the food and drink items ordered, with the correct flavours and sauces? (For example: The required dressing for the salad and sauces for McNuggets.)

  Yes

  No

  N/A

• 11. Did you receive all the condiments you requested, along with napkins and straws/stirrers?

  Yes

  No

  N/A

• 12. Was your sandwich/entree neat, served hot and fresh and did it taste good?

  Yes

  No

  N/A

• 13. Were the French fries hot, salted, and crisp Or your Hash Browns hot and crisp? Did they taste good?

  Yes

  No

  N/A

• 14. Were your drinks/sides/desserts properly prepared and served at the correct temperature?

  Yes

  No

  N/A

Dine-In

• Be Clean

• 1. Was the interior of the restaurant clean? (For example: The floors, front counter, drink and condiments area and tables.)

  Yes

  No

  N/A

• 2. Was the restroom clean, stocked and working order?

  Yes

  No

  N/A

• 3.Were the employees uniform clean and neat (For example: Was their clothing free of dirt and stains)

  Yes

  No

  N/A

• Be Nice/Friendly

• 4. Did the employees interact with you in a polite, friendly and effective manner? (For example: Did the order taker provide a greeting, did a presenter provide a thank you.)

  Yes

  No

  N/A

• 5. Were all the employees who you came into contact with attentive to you as a customer?

  Yes

  No

  N/A

• 6. Was the order repeated and verified?

  Yes

  No

  N/A

• 7. Is a guest experience leader present during all peak hours and greeting, touching tables, interacting with and providing a farewell to all Guests in a polite and friendly manner?

  Yes

  No

  N/A

• Be Fast

• 8. Was the “Wait Time” 90 seconds or less?<br>(Note the time you get in line until you can start to place your order.)<br>Wait _________

  Yes

  No

  N/A

• 9. Was the Service Time 90 seconds or less? (Note the actual seconds between when the receipt printed until you received your completed order.)<br>Service ___________

  Yes

  No

  N/A

• Get It Right/Accuracy & Quality

• 10. Did you receive all the food and drink items ordered, and were they properly prepared For example: The required dressing for the salad and sauces for McNuggets.)

  Yes

  No

  N/A

• 11. Did you receive/were able to access all condiments you requested, along with napkins and straws/stirrers?

  Yes

  No

  N/A

• 12. Was your sandwich/entree neat, served hot and fresh and did it taste good?

  Yes

  No

  N/A

• 13. Were the French fries hot, salted, and crisp Or your Hash Browns hot and crisp? Did they taste good?

  Yes

  No

  N/A

• 14. Were your drinks/sides/desserts properly prepared and served at the correct temper- ature?

  Yes

  No

  N/A

Additional Details

• General Comments

• Did you encounter any issue?

  YES

  NO

  N/A

• If you had an issue, did they make it right?

  Yes

  No

  N/A

Completion

• Completed By : (Name & Signature)

  Sign