Mystery Shop 2019

• Mystery Shop Audit

• Restaurant Number

• Conducted on

  Date

• Prepared by

• Location
  Address

Accurate - 35 Points

• Point of Purchase (POP) material and menu boards are clean, easy to read, and with no missing panels or numerals. The order confirmation screen (OCS) and speaker are working properly. (5 Points)

  Yes

  No

• The Drive-Thru Guest is asked f their order is correct on the screen; if the OCS is not operating then the order must be repeated. (10 Points)

  Yes

  No

• The order is repeated to the guest before handing out, with special emphasis in custom orders. (10 Points)

  Yes

  No

• Guest receives what they ordered including condiment(s), napkins, straw and receipt. (10 Points)

  Yes

  No

Consistent & Quick - 25 Points

• The Guest is greeted at the Drive-thru speaker within 5 seconds. (10 Points)

  Yes

  No

• The Guest receives their order in under 5 minutes. (15 Points)

  Yes

  No

Warm & Friendly - 20 Points

• The Guest receives a warm and friendly greeting at the Drive-thru speaker and pick-up window. (10 Points)

  Yes

  No

• After handing out the order the Guest is thanked with a smile and given a parting comment (i.e. enjoy your meal, see you soon). (10 Points)

  Yes

  No

Great Tasting Food - 10 Points

• Burgers are both hot and juicy, produce is fresh with firm tomatoes and crisp lettuce and the bread is toasted properly. (5 Points)

  Yes

  No

• Fries are hot, crispy, golden brown and salt to taste when delivered to the Guest. (5 Points)

  Yes

  No

Clean - 10 Points

• Landscaping is well maintained, and the Drive-thru lane is clean and free of trash. (5 Points)

  Yes

  No

• Drive-thru window, ledges and walls are clean and in good repair. (5 Points)

  Yes

  No