Sonic Customer Service Evaluation 1.1

Information

Key Performance Indicators

The message on the marquee is current, spelled correctly and proper grammar is used.
Upon arrival, lot was free of trash and debris.
The landscaping was free of weeds, trash and debris.
The drive thru trash can was not full / and the chute was not stopped up.
The other trash cans were not full.
The bags on the trash cans were not hanging out and the lids are clean and in good repair.
It appears the pressure washing plan is being followed. All spills are handled as needed.
All menus are in good repair. (End caps intact, plexiglass not cracked throughout, etc).
All credit card machines are functioning correctly (check each one).
Bathrooms are cleaned and fully stocked, all of the paint is in good shape.
Carhops are only wearing approved Sonic uniform items (no personal outerwear).

Are all carhops skating or running?
Observe all carhops do each of the following items.
Name of Carhop #1:
Carhop is smiling before they walk out the front door.
Carhop opens transaction with greeting.
Carhop gives the guest their name at some point during transaction.
Carhop reads back entire order.
Carhop gives the guest their total.
Carhop commits to a check back.
Name of Carhop #2:
Carhop is smiling before they walk out the front door.
Carhop opens transaction with greeting.
Carhop gives the guest their name at some point during transaction.
Carhop reads back entire order.
Carhop gives the guest their total.
Carhop commits to a check back.
Name of Carhop #3:
Carhop is smiling before they walk out the front door.
Carhop opens transaction with greeting.
Carhop gives the guest their name at some point during transaction.
Carhop reads back entire order.
Carhop gives the guest their total.
Carhop commits to a check back.
Did carhop #1 personally check back on their guests within 10 minutes of delivery?
Did carhop #2 personally check back on their guests within 10 minutes of delivery?
Did carhop #3 personally check back on their guests within 10 minutes of delivery?

Stand back by drive thru menu and listen for the following (at least 5 orders):
Order taker has a smile in their voice.
Order taker uses the greeting: "Welcome to Sonic, my name is xxxx, what can I get for you today (tonight)?"
Order taker helps guests through the order but does not interrupt or cut them off.
Order taker presents a well thought out suggestive sell to the customer.
Order taker reads order back and gives the order total.
Uses either of the following: "We look forward to serving you at the window." Or "It will be a pleasure to serve you at the window."

One person is focused on the area and is expediting the orders (requesting items to fill orders).
Proper sized bags being used (no more than 2 combo items in 6# bags)
If an order is complete and expediter is busy, carhops are coming around to bag orders.
Orders are being bagged and sent out as soon as the order is complete.
If order is incomplete, all food is being kept under heat lamps.
All items in open containers are placed upright in bottom of bag.
Deli labels are being used for all sandwiches?

The computers are programmed to limit scans to every 15 seconds.
If carhops move to another station, they are washing their hands (all stations) and putting gloves on (if going to fountain / dessert).
Carhops are not scanning orders while they are taking an order at switchboard.
Trays are being prepped with straws, mints and sauces while orders are being prepared.
Orders are being taken out immediately after they are scanned.
Carhops are not scanning any orders while still responsible for another order.

(Note the name of the order taker in the below responses)
Go out to stalls and listen for the following:
Order taker has a smile in their voice.
Order taker uses the greeting: "Welcome to Sonic, my name is xxxx, what can I get for you today (tonight)?"
Order taker helps guests through the order but does not interrupt or cut them off.
Order taker presents a well thought out suggestive sell to the customer.
Order taker reads order back and gives the order total.
Closes with the following: "We will have your order out to you the second it's ready."
Ask one order taker the following questions:
Who are you quizzing?
What sauce comes on a Bacon Cheeseburger Toaster?
- mayonnaise
- choice of mayo, mustard or ketchup
- BBQ sauce
- honey mustard
What comes on a Junior Double Cheeseburger?
- mayo, let., tomato, onion & pickle
- ketchup, mustard & pickle
- lettuce, tomato & mayo
A Chicken Strip Sandwich comes with mayo, lettuce and _____?
- tomato
- cheese
- pickle
- none of the above
How many French Toast Sticks come in an order?
- 3
- 4
- 5
- 6
True or False? A Supersonic Burrito has bacon on it.
- true
- false
What kind of peppers come on a Chicago Dog?
True or False? 6" and 12" hot dogs are both all beef.
How many ounces of onions are on the Original Pretzel Dog?
What comes on top of a Sonic Blast?

What other recommendations do you have to improve service that has not already been covered on this form?
Please list any good ideas or systems you witnessed that would be good to implement at all stores.
You did not witness any other issues that need to be addressed at this drive in.
Auditor
Manager on Duty