Title Page
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Store Number
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Conducted on
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Store Manager/Store ACO
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Audit by
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Location
Service
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1. Was the store open during the time posted on the entrance?<br>If No to Q1, please confirm the time of your visit:<br>If No to Q1, please confirm the store's posted opening time:<br>If No to Q1, please confirm the store's posted closing time:
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2. Did an Associate give you a genuinely friendly greeting with eye contact and a smile?
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If No, select all that apply:
- N/A
- Did not give a greeting
- Greeting was mechanical/insincere
- Did not smile
- Did not look at me/give eye contact
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3. Did the Associate give you his/her full attention during the ordering process?
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If No on Q3, select all that apply:
- N/A
- Stepped away from the serving table during the ordering process to do something else
- Did not listen carefully and I had to repeat myself
- Had a personal conversation in front of me
- Rushed me through the ordering process
- Seemed distracted
- Other Issue (explain in notes)
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4. Did any Associate mention a sample or offer one to you or other guests?
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5. Did Associates ask to upgrade your meal ? ( from bowl to plate, plate to bigger plate)
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6. Did any Associate offer an additional food item for your order?
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7. Did any Associate offer you a beverage?
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8. Did any Associate invite you to make a donation?
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9. Did the Cashier thank you sincerely?
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If No on Q9, select one only:
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10. When it was your turn to order, was your first choice of entree(s) and side(s) ready to be served?
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10a. If No to Q9, did the Associate offer to cook it fresh for you (without you having to ask)?
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10b. If No to Q9a, when you requested an unavailable item, did the Associate reply in a genuinely friendly and attentive manner? I
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10c. If No to Q10a, was the item cooked for you when you asked if they would?
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If No to Q10c, select all that apply:
- N/A
- Manager or other Associate refused
- Manager or other Associate said it would take several minutes and seemed unwilling
- Manager or other Associate indicated they would be closing soon
- Fryers were shut off
- BOH did not want to cook it or was already cleaning
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10. Did you receive the correct order?
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If No to Q10, select all that apply:
- N/A
- Missing food item
- Missing beverage or beverage cup
- Missing fortune cookie
- Received incorrect food item
- Received incorrect beverage
- Received additional item(s) not ordered
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If No to Q10, when you reported receiving an incorrect order, did the Associate sincerely apologize and correct the issue?
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If No to Q10a, select all that apply:
- N/A
- Did not apologize
- Apology did not sound sincere
- Did not correct the issue
Food
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11. When you approached the serving table, did you see an empty pan for any of the following core items?
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If Yes to Q11, which items had an empty pan? Select all that apply:
- N/A
- Fried Rice
- Chow Mein
- Current Promotional Product
- Orange Chicken
- Broccoli Beef
- Kung Pao Chicken
- Grilled Teriyaki Chicken
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12. Did the food on the serving table look fresh?
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If No to Q12, what were the issues with the appearance of the food on the serving table? Select all that apply:
- N/A
- Item(s) did not look freshly cooked or looked dried out
- Item(s) looked burned or overcooked
- Other Issue (explain in notes)
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13. Was the food you received hot and fresh?
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If No to Q13, what were the issues with your food? Select all that apply:
- N/A
- Meat was dry/tough
- Vegetables was dry/tough
- Battered Meat/Appetizer was soggy/not crisp
- Rice or Chow Mein is dry
- Stir fry food was soggy/not crisp
- Food was cold
- Other Issue (explain in notes)
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14. Was the entree portion size correct (observed one "heaping scoop" served or received the correct number of pieces)?
Ambiance
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15. Were all Associates in uniform, and did they present themselves with a clean and orderly appearance?
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If No to Q15, select all that apply:
- N/A
- One or more Associates not wearing a Panda t-shirt and apron (or black shirt for managers)
- One or more Associates no wearing black pants
- One or more Associates not wearing a name tag
- One or more FOH and/or BOH Associates not wearing a Panda cap
- One or more Associates wearing a dirty, stained, or wrinkled clothing and/or hat
- One or more Associates wearing a dirty, stained, or wrinkled apron
- One or more Associates with unclean hands
- One or more Associates ungroomed/unkempt
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16. Was the restaurant exterior clean (ex. parking lot, sidewalk, outdoor seating, and trash cans, if applicable)?
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If No to Q16, what areas were dirty or littered? Select all that apply:
- N/A
- Parking lot
- Sidewalk
- Outdoor seating area
- Exterior trash can(s)
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17. Was the serving table clean (ex. no spillover of food or sauces, sneeze guard clean)?
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If No to Q17, select all that apply:
- N/A
- Food and/or sauces pilled over onto the serving table
- Counter edge dirty
- Sneeze guard dirty
- Other Issue (explain in notes)
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18. Was the store/dining area clean?
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19. Was the restroom clean, stocked, and functional?
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If No to Q19, select all that apply:
- N/A
- Floor dirty or littered
- Toilet/urinal dirty
- Sink/counter/mirror dirty or littered
- Trash can(s) full or overflowing
- No toilet paper in one or more stalls
- No soap available at all
- Nothing available to dry hands with
- Toilet/urinal not working
- Sink/faucet not working
- Mirror cracked or broken
- Door or stall lock missing or not working
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20. Did you observe any Associates excessively cleaning or performing any action that could lead to chemical contamination of food?
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If Yes, select all that apply:
- N/A
- Cleaning chemicals being used in BOH (chemicals sprayed in or near an area where food is stored or prepared)
- Serving table being cleaned (spraying chemicals on serving table near food, actively cleaning whole service table with no food during open hours, etc.)
- Associate standing on cooking equipment (any equipment with direct contact to food such as the wok, on the fryers, on the coolers)
Overall Satisfaction
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21. Did you witness or experience any exceptional acts of customer service during your visit today?
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On a scale from 1 to 5, how satisfied were you with your overall experience on this visit today? <br>If NOT (5) very satisfied, please explain in notes:
Cash Handling Policy Steps
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22. Did the Cashier voluntarily give you a receipt?
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If No to Q22, please select one only:
- N/A
- I had to ask for my receipt
- Cashier could not provide a receipt
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23. Were you charged the correct price for your meal?
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If No to Q23, select all that apply and explain discrepancy:
- N/A
- Overcharged or charged for items I did not receive
- Undercharged or not charged for all items received
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24. Based on the items you received, did your receipt accurately list the items you were served?
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If No to Q24, select one only:
- N/A
- Incorrect item(s) listed: (explain in notes)
- Cashier could not provide a receipt
