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 at the speaker/ordering area? (Recorded greetings do not apply.)
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2 a. If not greeted.acknowledged within 5 seconds but given a genuinely friendly greeting, how long did it take?
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3. Did the Associate say any of your choices were unavailable or not ready to be served?
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3 a. If Yes to Q3, did the Associate offer to cook it fresh for you (without you having to ask)?
- Yes
- No
- N/A
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3 b. If no to Q3a, when you requested an unavailable item, did the Associate reply in a genuinely friendly and attentive manner?
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3 c. if No to Q3a, was the item cooked for you when you asked if they would?
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4. Did any Associate offer an additional food item for your order (other than the promotional item offered during the greeting)?
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5. Did any Associate offer you a beverage?
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6. Did the Associate confirm that the order was correct on the order display screen or repeat your order to you if not displayed?
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7. Did your final order with total price appear on the order display screen, or did the Associate quote the price if your final order was not displayed?
- a. Final order did not appear on the display screen and the price was not quoted
- b. Display screen was out of order and the price was not quoted
- c. Order displayed was not complete
- d. Total price did not appear
- e. N/A
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8. Did the Associate speak clearly, making it easy for you to understand what was said?
- Yes
- No
- N/A
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9. Did the Associate give you his/her full attention during the ordering process?
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9 a. If asked to hold but otherwise given full attention, how long were you on hold?
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10. Did the Associate at the window promptly give you a genuinely friendly greeting with eye contact and a smile?
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10 a. If not greeted/acknowledged within 10 seconds at the window but given a genuinely friendly greeting, how long did it take?
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11. Did any Associate invite you to make a donation?
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12. Did the Associate at the window thank you sincerely?
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If No on Q8, select one only:
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13. Did the Associate turn towards you, lean out the window, or display a welcoming body position?
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14. How long did it take from the time you placed your order to the time that you received your complete order? Mark one only:
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15. Were a fork, fortune cookie, straw (if applicable), napkins, and sauces offered and/or provided with your meal?
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16. Did you receive the correct order?
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16 a. If no to Q16 and you were able to determine the order was incorrect before pulling away from the window, did the Associate sincerely apologize and correct the issue?
- Yes
- No
- N/A
Food
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17. Was your food packaged in a neat and presentable manner?
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17 a. If No to Q17, what was wrong?
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18. Was the food you received hot and fresh?
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18 a. If No to Q18, what were the issues with your food?
Ambiance
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19. Was the Associate at the window in uniform, and did they present themselves with a clean and orderly appearance?
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If No to Q19, 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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20. Was the restaurant exterior clean (ex. parking lot, sidewalk, outdoor seating, and trash cans, if applicable)?
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If No to Q20, 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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21. Was the Drive-Thru area clean (e.g., menu board, speaker/ordering area, Drive-Thru window, no debris in the Drive-Thru lane)?
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If No to Q21, what was not clean?
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22. Were the Drive-Thru speaker and menu board functioning and in good condition?
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If No to Q22, what was the issue?
Overall Satisfaction
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23. 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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24. Did the Cashier voluntarily give you a receipt?
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If No to Q24, please select one only:
- N/A
- I had to ask for my receipt
- Cashier could not provide a receipt
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25. Were you charged the correct price for your meal?
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If No to Q25, 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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26. Based on the items you received, did your receipt accurately list the items you were served?
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If No to Q26, select one only:
- N/A
- Incorrect item(s) listed: (explain in notes)
- Cashier could not provide a receipt
