SOAR Mystery Shopper Questionnaire

• Site conducted

  Select

• Conducted on

  Date

• Prepared by

• Location
  Address

• Shopper #

• Shop Type:

  Drive-In

  Non-Traditional

  Drive-Thru

• Shop Date and time in:

  Date

• Day of Week:_______________

  Select Monday Tuesday Wednesday Thursday Friday Saturday Sunday

  • Monday
  • Tuesday
  • Wednesday
  • Thursday
  • Friday
  • Saturday
  • Sunday

• Game Shop:

• DRIVE-IN/STALL:How many cars were on the lot when you arrived?

  Select 1-3 4-6 7-10 11-15 16-20 More than 20

  • 1-3
  • 4-6
  • 7-10
  • 11-15
  • 16-20
  • More than 20

• DRIVE-THRU: How many cars were ahead of you at the speaker?

• DRIVE-THRU:How many cars were ahead of you after ordering?

• Items Ordered: __________

• (Photo[s] will be provided of shopper's entrée and side.)

• Did you have your order corrected?

  Yes

  No

  N/A

• Which does your entrée photo show?

  Select Correct entrée/Entrée that I ordered Incorrect entrée/Not the entrée that I ordered

  • Correct entrée/Entrée that I ordered
  • Incorrect entrée/Not the entrée that I ordered

Overall Appearance

• Was the location clean and well maintained?

  Yes

  No

• Mark all that apply

  Select Accumulated litter/trash/leaves on pavement or in landscaping Overflowing trash can(s) Potholes or large cracks in asphalt or concrete Excessive grease stains/black spots in the stalls/on the lot/sidewalks Canopy was dirty, rusty, or damaged Walls and/or windows were dirty

  • Accumulated litter/trash/leaves on pavement or in landscaping
  • Overflowing trash can(s)
  • Potholes or large cracks in asphalt or concrete
  • Excessive grease stains/black spots in the stalls/on the lot/sidewalks
  • Canopy was dirty, rusty, or damaged
  • Walls and/or windows were dirty

Service

• Speaker Time: Length of time waited before order was taken from the time you pressed the red button

  0-10 secs

  11-14 secs

  15-19 secs

  20 secs

  > 20 secs

• Did the order taker repeat the order or ask to confirm your order on the screen was accurate, and tell you the cost?

  Yes

  No

• Did you receive a suggestive sell or upsell of any item during your visit? (Not valid in greeting.)

  Yes

  No

• Delivery Time: Length of time to receive order from the time you finished ordering and the conversation ended with the speaker attendant.

  Select DI/NT or DT 4:00 min or less 4:01- 4:15 mins 4:16-4:30 mins 4:31-4:45 mins 4:46-5:00 mins 5:01 or >

  • DI/NT or DT
  • 4:00 min or less
  • 4:01- 4:15 mins
  • 4:16-4:30 mins
  • 4:31-4:45 mins
  • 4:46-5:00 mins
  • 5:01 or >

• DRIVE-THRU: Did the window attendant acknowledge you within 5 seconds?<br>(N/A if order was delivered by carhop and not at the Drive-Thru window)

  Yes

  No

  N/A

• Was the carhop/attendant friendly?

  Yes

  No

• Please mark all that apply

  Select My overall impression was they were friendly Greeted me and smiled Made eye contact Read my order to me and told me the cost DRIVE-IN/STALL: Mentioned pushing red button if anything else is needed

  • My overall impression was they were friendly
  • Greeted me and smiled
  • Made eye contact
  • Read my order to me and told me the cost
  • DRIVE-IN/STALL: Mentioned pushing red button if anything else is needed

• DRIVE-IN/STALL and NON-TRADITIONAL: Did the carhop/attendant introduce him/herself?

  Yes

  No

  N/A

• Name or description of the carhop/attendant: _________________________________

• Were employees neat and clean in appearance and wearing approved Sonic uniform? Note: Holiday attire or attire for sporting or community events when all employees are participating is acceptable, but a nametag is still required.

  Yes

  No

• Mark all that apply

  Select One or more employees not wearing a SONIC nametag or name on shirt (and not wearing a jacket/coat) One or more employees not wearing a SONIC logo on clothing (Not required if wearing festive clothing for a holiday or a local event) One or more employees not wearing a SONIC cap/visor One or more employees not wearing black pants/shorts/capris or dark jeans

  • One or more employees not wearing a SONIC nametag or name on shirt (and not wearing a jacket/coat)
  • One or more employees not wearing a SONIC logo on clothing (Not required if wearing festive clothing for a holiday or a local event)
  • One or more employees not wearing a SONIC cap/visor
  • One or more employees not wearing black pants/shorts/capris or dark jeans

• Did you receive a receipt without asking, or were you offered a receipt? If not, shopper will ask for a receipt.

  Yes

  No

• Ticket number from receipt:

Quality

• Did you receive exactly what you ordered?

  Yes

  No

• Mark all that apply:

  Select Did not receive entrée Did not receive side item Did not receive beverage Received incorrect entrée Entrée prepared incorrectly Received incorrect side item Received incorrect beverage Received incorrect size side item Received incorrect size beverage

  • Did not receive entrée
  • Did not receive side item
  • Did not receive beverage
  • Received incorrect entrée
  • Entrée prepared incorrectly
  • Received incorrect side item
  • Received incorrect beverage
  • Received incorrect size side item
  • Received incorrect size beverage

• Did the entrée temperature meet your expectations and did it taste good?

  Yes

  No

• Mark all that apply

  Select Hot entrée not warm or hot Side item was soggy/limp/not crisp Side item was hard, dry, or tough Side item was undercooked Side item had an off taste/did not taste right

  • Hot entrée not warm or hot
  • Side item was soggy/limp/not crisp
  • Side item was hard, dry, or tough
  • Side item was undercooked
  • Side item had an off taste/did not taste right

• Did the beverage temperature meet your expectations and did it taste good?

  Yes

  No

• Mark all that apply

  Select Hot drink not warm or hot Cold drink not cold Drink had an off taste Fountain drink was flat/watery Slush/Shake too thin or not mixed properly No cherry/lime/strawberry in drink

  • Hot drink not warm or hot
  • Cold drink not cold
  • Drink had an off taste
  • Fountain drink was flat/watery
  • Slush/Shake too thin or not mixed properly
  • No cherry/lime/strawberry in drink

Service

• Did you receive condiments in the bag or were they offered?

  Yes

  No

• Did you receive a SONIC mint, at least two napkins, utensils (if appropriate), and a straw?

  Yes

  No

• Mark all that apply

  Select No SONIC mint(s) provided Did not receive at least two napkins Did not receive wrapped fork for Coney Did not receive a straw for each drink ordered

  • No SONIC mint(s) provided
  • Did not receive at least two napkins
  • Did not receive wrapped fork for Coney
  • Did not receive a straw for each drink ordered

• DRIVE-IN/STALL and NON-TRADITIONAL: Did anyone check back with you after your order was delivered?<br>(N/A for non-traditional Mall locations.)

  Yes

  No

  N/A

• Did any employee thank you or give a pleasant closing?

  Yes

  No

• Did you see any employees on roller skates/roller blades?

  Yes

  No

• DRIVE-IN/STALL: Was the restroom clean, stocked, and well maintained

  Yes

  No

  N/A

• Mark all that apply

  Select a. Walls, mirrors, counters, floors, toilets, and/or sink dirty b. Trash on floor c. No toilet paper in one or more stalls d. No soap available e. No hand sanitizer available f. Nothing available to dry hands with g. Toilet, sink, soap dispenser, hand dryer, paper towel dispenser, and/or lights not working ___ h. Walls, floors, and/or doors damaged

  • a. Walls, mirrors, counters, floors, toilets, and/or sink dirty
  • b. Trash on floor
  • c. No toilet paper in one or more stalls
  • d. No soap available
  • e. No hand sanitizer available
  • f. Nothing available to dry hands with
  • g. Toilet, sink, soap dispenser, hand dryer, paper towel dispenser, and/or lights not working ___ h. Walls, floors, and/or doors damaged

• Overall comments about your visit