Mystery Shop
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Site conducted
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Conducted on
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Prepared by
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Location
Overall Appearance - 35 points
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1. Did the Drive-In appear clean and well maintained? (25 points)
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2. Was the menu board at your stall clean and well maintained? (10 points)
Order Taking- 65pts
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3. How long did you wait for someone to greet you after pushing the button to order? (10 points)
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4. Was the wait time for someone to greet you and take your order acceptable? (5pts)
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5. Did your order taker greet you in a friendly manner? any type of greeting (15pts)
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6. Did your order taker repeat your order for clarification? (15pts)
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7. Did your order taker offer additional items or to upsize your order to complement your meal? (20pts)
Order Delivery/Checkback - 145 pts
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8. Did your order include a chicken entree?
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9. How long did it take to receive order from the tie you finished with the order taker?
- chicken: 4:15 min or less, Non: 3:45 min or less =20pts
- chicken: 4:16-4:59 = 10pts
- chicken: 5min or longer= 0pts
- Non: 3:46-4min = 15pts
- Non: 4:01-4:59 = 10pts
- Non: 5 minutes or longer = 0 pts
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10. Was the wait time to receive your meal acceptable? (5pts)
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11. Did your carhop greet you when they arrived? (25pts)
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12. Did your carhop introduce themselves? (10pts)
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13. Did your carhop repeat your order? (5pts)
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14. Did your carhop offer condiments? (10pts)
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15. Did your carhop mention using the "Red Button" if you need anything? (15pts)
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16. Did your carhop thank you? (15pts)
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17. Did your carhop say anything to invite you back? "see you next time" (5pts)
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18. Was your carhop's appearance clean and neat? (15pts)
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19. Name or description of the carhop:
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20. Did your carhop checkback with you during your visit? (20pts)
Order Quality - 70pts
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21. Did you receive exactly what you ordered, was your order correct? (20pts)
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22. Was your food hot and fresh? (20pts)
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23. Was your drink cup free of spills? (15pts)
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24. Were napkins, salt packet(s), and a mint included with your meal? (15pts)
Guest Feedback
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25. How would you rate the overall value of your meal? Mark one only:
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26. Based on today's visit, how likely are you to return to this location in the future? Mark one only:
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27. Is there anything else you'd like to share with us regarding your visit today?
