Mystery Shop-Drive thru

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Speed of Service

• Was the elapsed time between when you first arrived at the speaker box till the time your order was ready less then 4 minutes?<br>If no how long did it take (in minutes)?

  yes

  no

• If you encountered a problem or if your waited more than 4 minutes for your order, did the team member offer an apology?

  yes

  no

• If " your order took longer than usual," mark each of the following reasons that you believe we're the cause

  Select Restaurant was particularly busy for this time of day The restaurant appeared understaffed for this time of day Employees didn't seem to know what they were doing ( needed training) Appeared to be a problem with my order ( or another persons order ) Employees didn't seem to be hustling as fast as they should The guest was not the focus ( horseplay, talking to each other, texting, or otherwise distracted)

  • Restaurant was particularly busy for this time of day
  • The restaurant appeared understaffed for this time of day
  • Employees didn't seem to know what they were doing ( needed training)
  • Appeared to be a problem with my order ( or another persons order )
  • Employees didn't seem to be hustling as fast as they should
  • The guest was not the focus ( horseplay, talking to each other, texting, or otherwise distracted)

• Using the 0 - 5 scale, rate he overall speed of the entire transaction in the restaurant compared to the typical fast food experience ( from the time you got in line until you receive your food)

  Select 5 Much better than most, a WOW visit, Outstanding, spotless, it was e best........I'M impressed 4 A little better than most, looks like some effort was made, but it could be better 3 Typical ( about the same as I would expect from any other fast food restaurant.) 2 Little worse than most, very little effort made, a couple minor issues, .....it could certainly be better 1 Much worse than most, unfriendly, employees don't care.......I am disappointed 0 This is bad, so bad it would cause me not to want to come back to this restaurant

  • 5 Much better than most, a WOW visit, Outstanding, spotless, it was e best........I'M impressed
  • 4 A little better than most, looks like some effort was made, but it could be better
  • 3 Typical ( about the same as I would expect from any other fast food restaurant.)
  • 2 Little worse than most, very little effort made, a couple minor issues, .....it could certainly be better
  • 1 Much worse than most, unfriendly, employees don't care.......I am disappointed
  • 0 This is bad, so bad it would cause me not to want to come back to this restaurant

Guest Service from the Employee Taking the Order

• Did the Cashier greet or acknowledge you within 5 seconds from the time you arrived at the speaker box?<br>If no, how many minutes?

  yes

  no

• Did the cashier state their name when they asked if they could take your order?

  yes

  no

• Was the cashier easy to understand ( clarity and volume )?

  yes

  no

• Could you "hear" the smile on the person taking your order?

  yes

  no

• Dd your cashier ask "do I have everything correct on the screen"?

  yes

  no

• Did the cashier specifically say "thank you" when you finished the order process ( when they gave you your total and asked you to pull forward) ? <br>If no, what did they say?

  yes

  no

• Was the Outside Order Taker in use?

  yes

  no

• Using the 0 - 5 scale, rate the employee that took your order? Explain:

  Select 5 Much better than most, a WOW visit, Outstanding, spotless, it was e best........I'M impressed 4 A little better than most, looks like some effort was made, but it could be better 3 Typical ( about the same as I would expect from any other fast food restaurant.) 2 Little worse than most, very little effort made, a couple minor issues, .....it could certainly be better 1 Much worse than most, unfriendly, employees don't care.......I am disappointed 0 This is bad, so bad it would cause me not to want to come back to this restaurant

  • 5 Much better than most, a WOW visit, Outstanding, spotless, it was e best........I'M impressed
  • 4 A little better than most, looks like some effort was made, but it could be better
  • 3 Typical ( about the same as I would expect from any other fast food restaurant.)
  • 2 Little worse than most, very little effort made, a couple minor issues, .....it could certainly be better
  • 1 Much worse than most, unfriendly, employees don't care.......I am disappointed
  • 0 This is bad, so bad it would cause me not to want to come back to this restaurant

Guest service from the Employee at the window

• Did the cashier greet or acknowledge you within 5 seconds from the time you arrived at the drive thru window?<br>If no, how many seconds?

  yes

  no

• Did the employee at the pick-up window repeat your order to ensure accuracy before collecting payment?

  yes

  no

• Were you specifically offered condiments for your order?

  yes

  no

• Were napkins provided?<br>How many we're given?

  yes

  no

• At some point during the transaction were you asked about your experience?<br>(Or offer an apology for a problem with today's visit)

  yes

  no

• Did the person who handed you your food specifically say "thank you"? <br>If no what did they say?

  yes

  no

• Did the cashier specifically invite you to return?

  yes

  no

• Did the person who handed you your food communicate with you clearly and understandably?

  yes

  no

• Were you provided a receipt for your order?

  yes

  no

• Was your cashier wearing a name tag?<br>Give name or description:

  yes

  no

• Using the 0 - 5 scale, rate the employee that delivered (handed) the food to you

  Select 5 Much better than most, a WOW visit, Outstanding, spotless, it was e best........I'M impressed 4 A little better than most, looks like some effort was made, but it could be better 3 Typical ( about the same as I would expect from any other fast food restaurant.) 2 Little worse than most, very little effort made, a couple minor issues, .....it could certainly be better 1 Much worse than most, unfriendly, employees don't care.......I am disappointed 0 This is bad, so bad it would cause me not to want to come back to this restaurant

  • 5 Much better than most, a WOW visit, Outstanding, spotless, it was e best........I'M impressed
  • 4 A little better than most, looks like some effort was made, but it could be better
  • 3 Typical ( about the same as I would expect from any other fast food restaurant.)
  • 2 Little worse than most, very little effort made, a couple minor issues, .....it could certainly be better
  • 1 Much worse than most, unfriendly, employees don't care.......I am disappointed
  • 0 This is bad, so bad it would cause me not to want to come back to this restaurant

Condition and Cleanliness

• Did two or less tables need bussing?<br>If more then 2 how many?

  yes

  no

• Was the dining area clean ( tables, chairs, floors, etc. )<br>If no what was in need of attention?

  yes

  no

• We're all the dining area trash cans acceptable ( not full, over flowing, or dirty )?<br>If no, what was in need of attention?

  yes

  no

• We're the restrooms clean ( fixtures, sinks, floors, etc. )<br>If no, what was in need of attention?

  yes

  no

• Did the restrooms have the following: toilet paper, towels or working air dryer, soap & seat protectors?<br>If no, what was not stocked?

  yes

  no

• Was the entry was clean ( windows, doors, and slab )?<br>If no, what was in need of attention?

  yes

  no

• Was the outside are of the restaurant clean ( parking lot and landscaping )?<br>If no, what was in need of attention?

  yes

  no

• Using the 0 - 5 scale, rate the overall cleanliness of this restaurant.

  Select 5 Much better than most, a WOW visit, Outstanding, spotless, it was e best........I'M impressed 4 A little better than most, looks like some effort was made, but it could be better 3 Typical ( about the same as I would expect from any other fast food restaurant.) 2 Little worse than most, very little effort made, a couple minor issues, .....it could certainly be better 1 Much worse than most, unfriendly, employees don't care.......I am disappointed 0 This is bad, so bad it would cause me not to want to come back to this restaurant

  • 5 Much better than most, a WOW visit, Outstanding, spotless, it was e best........I'M impressed
  • 4 A little better than most, looks like some effort was made, but it could be better
  • 3 Typical ( about the same as I would expect from any other fast food restaurant.)
  • 2 Little worse than most, very little effort made, a couple minor issues, .....it could certainly be better
  • 1 Much worse than most, unfriendly, employees don't care.......I am disappointed
  • 0 This is bad, so bad it would cause me not to want to come back to this restaurant

Food Quality

• Using the 0 - 5 scale, rate the quality of the entrée ( temperature, taste, and appearance ) Product orded:

  Select 5 Tasted great, looked good, not sloppy 4 Tasted ok, looked good, a little sloppy 3 Tasted like I expected, nothing special, a little sloppy 2 Tasted different than expected but still ok, nothing special, a little too sloppy 1 Tasted bad, tasted stale or old, barely edible 0 Tasted bad, not what I expected, very messy

  • 5 Tasted great, looked good, not sloppy
  • 4 Tasted ok, looked good, a little sloppy
  • 3 Tasted like I expected, nothing special, a little sloppy
  • 2 Tasted different than expected but still ok, nothing special, a little too sloppy
  • 1 Tasted bad, tasted stale or old, barely edible
  • 0 Tasted bad, not what I expected, very messy

• Using the 0 - 5 scale, rate the quality of the side item ( fries, hash brown, etc. ) Product ordered:

  Select 5 Tasted great, looked good, not sloppy 4 Tasted ok, looked good, a little sloppy 3 Tasted like I expected, nothing special, a little sloppy 2 Tasted different than expected but still ok, nothing special, a little too sloppy 1 Tasted bad, tasted stale or old, barely edible 0 Tasted bad, not what I expected, very messy

  • 5 Tasted great, looked good, not sloppy
  • 4 Tasted ok, looked good, a little sloppy
  • 3 Tasted like I expected, nothing special, a little sloppy
  • 2 Tasted different than expected but still ok, nothing special, a little too sloppy
  • 1 Tasted bad, tasted stale or old, barely edible
  • 0 Tasted bad, not what I expected, very messy

• Using the 0 - 5 scale, rate the quality of the tacos

  Select 5 Tasted great, looked good, not sloppy 4 Tasted ok, looked good, a little sloppy 3 Tasted like I expected, nothing special, a little sloppy 2 Tasted different than expected but still ok, nothing special, a little too sloppy 1 Tasted bad, tasted stale or old, barely edible 0 Tasted bad, not what I expected, very messy

  • 5 Tasted great, looked good, not sloppy
  • 4 Tasted ok, looked good, a little sloppy
  • 3 Tasted like I expected, nothing special, a little sloppy
  • 2 Tasted different than expected but still ok, nothing special, a little too sloppy
  • 1 Tasted bad, tasted stale or old, barely edible
  • 0 Tasted bad, not what I expected, very messy

• Using the 0 - 5 scale, rate the quality of the drink ( temperature, taste, and appearance ) Product ordered:

  Select 5 Tasted great, looked good, not sloppy 4 Tasted ok, looked good, a little sloppy 3 Tasted like I expected, nothing special, a little sloppy 2 Tasted different than expected but still ok, nothing special, a little too sloppy 1 Tasted bad, tasted stale or old, barely edible 0 Tasted bad, not what I expected, very messy

  • 5 Tasted great, looked good, not sloppy
  • 4 Tasted ok, looked good, a little sloppy
  • 3 Tasted like I expected, nothing special, a little sloppy
  • 2 Tasted different than expected but still ok, nothing special, a little too sloppy
  • 1 Tasted bad, tasted stale or old, barely edible
  • 0 Tasted bad, not what I expected, very messy

• Using the 0 - 5 scale, rate your meal overall, taste, temperature and presentation. Reason for rating.

  Select 5 Tasted great, looked good, not sloppy 4 Tasted ok, looked good, a little sloppy 3 Tasted like I expected, nothing special, a little sloppy 2 Tasted different than expected but still ok, nothing special, a little too sloppy 1 Tasted bad, tasted stale or old, barely edible 0 Tasted bad, not what I expected, very messy

  • 5 Tasted great, looked good, not sloppy
  • 4 Tasted ok, looked good, a little sloppy
  • 3 Tasted like I expected, nothing special, a little sloppy
  • 2 Tasted different than expected but still ok, nothing special, a little too sloppy
  • 1 Tasted bad, tasted stale or old, barely edible
  • 0 Tasted bad, not what I expected, very messy

Teamwork

• Using the 0 - 5 scale,rate the employees and management at this restaurant" we're they focused on guest service and working as a team in a productive manor. Are you satisfied that they did their best today? Reason:

  Select 5 Great teamwork, everyone working together, very guest focused there was effort being made, guest focused, some management supervision 3 some effort made, management had little control 2 Very little effort being made, attempting to be guest focused, little management control 1 No effort being made, not focused on the guest 0 No effort being made, not guest focused, no management control

  • 5 Great teamwork, everyone working together, very guest focused
  • there was effort being made, guest focused, some management supervision
  • 3 some effort made, management had little control
  • 2 Very little effort being made, attempting to be guest focused, little management control
  • 1 No effort being made, not focused on the guest
  • 0 No effort being made, not guest focused, no management control

Overall Experience

• Using the 0 - 5 scale, please rate your overall experience at e restaurant and give e reason:

  Select 5 Much better than most, a WOW visit, Outstanding, spotless, it was e best........I'M impressed 4 A little better than most, looks like some effort was made, but it could be better 3 Typical ( about the same as I would expect from any other fast food restaurant.) 2 Little worse than most, very little effort made, a couple minor issues, .....it could certainly be better 1 Much worse than most, unfriendly, employees don't care.......I am disappointed 0 This is bad, so bad it would cause me not to want to come back to this restaurant

  • 5 Much better than most, a WOW visit, Outstanding, spotless, it was e best........I'M impressed
  • 4 A little better than most, looks like some effort was made, but it could be better
  • 3 Typical ( about the same as I would expect from any other fast food restaurant.)
  • 2 Little worse than most, very little effort made, a couple minor issues, .....it could certainly be better
  • 1 Much worse than most, unfriendly, employees don't care.......I am disappointed
  • 0 This is bad, so bad it would cause me not to want to come back to this restaurant

• What could they have done to improve any part of this visit

• Other comments