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

• 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)

• 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)

• Appeared to be a problem with my order ( or another persons order )

• 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, dirty, cold food, 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, dirty, cold food, 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, dirty, cold food, 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, dirty, cold food, 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 wi 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, dirty, cold food, 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, dirty, cold food, 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, dirty, cold food, 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, dirty, cold food, 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 much better tan most 4 a little better than most 3 typical about the same I would expect from any other fast food restaurant 2 a little worse tan most 1 much worse an most 0 this is bad,so bad it would cause me not to want to one back to this restaurant

  • 5 much better tan most
  • 4 a little better than most
  • 3 typical about the same I would expect from any other fast food restaurant
  • 2 a little worse tan most
  • 1 much worse an most
  • 0 this is bad,so bad it would cause me not to want to one back to this restaurant

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

  Select 5 much better tan most 4 a little better than most 3 typical about the same I would expect from any other fast food restaurant 2 a little worse tan most 1 much worse an most 0 this is bad,so bad it would cause me not to want to one back to this restaurant

  • 5 much better tan most
  • 4 a little better than most
  • 3 typical about the same I would expect from any other fast food restaurant
  • 2 a little worse tan most
  • 1 much worse an most
  • 0 this is bad,so bad it would cause me not to want to one back to this restaurant

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

  Select 5 much better tan most 4 a little better than most 3 typical about the same I would expect from any other fast food restaurant 2 a little worse tan most 1 much worse an most 0 this is bad,so bad it would cause me not to want to one back to this restaurant

  • 5 much better tan most
  • 4 a little better than most
  • 3 typical about the same I would expect from any other fast food restaurant
  • 2 a little worse tan most
  • 1 much worse an most
  • 0 this is bad,so bad it would cause me not to want to one back to this restaurant

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

  Select 5 much better tan most 4 a little better than most 3 typical about the same I would expect from any other fast food restaurant 2 a little worse tan most 1 much worse an most 0 this is bad,so bad it would cause me not to want to one back to this restaurant

  • 5 much better tan most
  • 4 a little better than most
  • 3 typical about the same I would expect from any other fast food restaurant
  • 2 a little worse tan most
  • 1 much worse an most
  • 0 this is bad,so bad it would cause me not to want to one back to this restaurant

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

  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, dirty, cold food, 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, dirty, cold food, 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

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 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, dirty, cold food, 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, dirty, cold food, 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

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, dirty, cold food, 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, dirty, cold food, 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