Title Page
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Mystery Shop
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Jack #
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Conducted on
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Prepared by
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Location
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Personnel
Accuracy
Guest receives what they ordered including condiment(s), utensils, napkins, straw and receipt.
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1. Food you ordered was made correct?
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2. The drink you ordered?
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3. Straws?
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4. The correct condiments in the amount requested?
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5. Your receipt?
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6. Napkins?
OCS and speaker are working properly; POP and menu boards are clean, easy to read, and with no missing panels or numerals.
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1. Was the order confirmation screen and displayed your order?
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2. Was the speaker working at a level where you can clearly understand the order taker?
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3. Which of the following where observed with the drive thru and interior menu board?
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- The menu boards are clean?
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- The menu boards are easy to read?
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- All the numbers and panels are present & neat?
Friendly Service
Guest is greeted at the drive-thru or the front counter register, the Team Member is friendly throughout the order-taking process and the guest is thanked for their visit.
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1. Were you greeted upon arrival at the drive through or front counter?
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2. Was the order taker friendly throughout the experience?
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3. Before leaving, did any team member express any form of gratitude for your business?
Food Tastes Great
Burgers are both hot and juicy, produce is fresh and the bread is toasted properly.
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1. The burger was served at the right temperature?
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2. The burger was juicy?
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3. Was the produce fresh?
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4. Was bread toasted properly?
Fries are hot, crispy, golden brown with visible salt when delivered to the guest.
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1. Were the fries served hot?
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2. Were the fries crispy?
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3. Were fries golden brown?
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4. Did the fries have visible salt?
Cleanliness
Restrooms sinks, changing tables, toilets, and floors are clean. Toilet paper, soap and towels or hand dryer are available.
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1. Was the restroom clean and reasonably free of debris and appeared sanitary or was in the process of being cleaned?
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2. Is graffiti being managed with no offensive language?
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3. Was toilet paper and soap available?
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4. Was paper towel and or hand dryer available or working?
Drive-thru lane and parking lot are free of excessive debris. Landscaping, trash receptacles and dumpster area are clean, lids and gates are closed.
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1. Was the drive through lane free from excessive debris?
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2. Was the landscaping and trash receptacles clean?
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3. Was the dumpster clean and the lid and gate closed?
