Mystery Shop-Front Counter

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

• Was there a line at the counter to order?<br>If there was a line, how many people were ahead of you:

  yes

  no

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 order counter?<br>If no, how many seconds?

  yes

  no

• Did the cashier say hi or hello and provide a welcoming greeting ("good morning," "welcome to jack in the box," etc.)?

  yes

  no

• Did the cashier specifically ask if they could take your order?

  yes

  no

• Dd your cashier provide you with a receipt (do not ask yourself) ?

  yes

  no

• Did the cashier specifically say "thank you" when you finished the order process ( as they handed you your change, etc.) ? <br>If no, what did they say?

  yes

  no

• Did the cashier hand you your drink cup during or right after completing taking 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 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 Delivering the food.

• Were you specifically offered condiments for your meal (ketchup, syrup, etc.), or at least told where you could find condiments for your meal?

  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 person who handed you your food offer an appropriate parting comment such as; see you soon, or enjoy your meal?<br>If no, what did they say?

  yes

  no

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

  yes

  no

• Did the employee personally hand you the meal (or wait for you to pick it up)

  yes

  no

• Was the employee who handed you your meal 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

Speed of Service

• Was the elapsed time between when you first arrived at the front of line/counter and to 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

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