Sonic Mystery Shop - 2022

• Document No.

• Shop Type: (Drive-in/Non-Traditional/Drive-Thru)

  Stall

  Drive-Thru

• DRIVE_THRU: How many cars were ahead of you at the speaker?

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

• How many cars were on the lot when you arrived?

• Conducted on

  Date

• Client / Site

  Select

• Audit Title

• Location
  Address

Type of Order

• What items did you order?

• Was your entry exactly what you ordered? (Take Photo)

  Yes

  No

• Photo of Entree

  Media

• Did you have your order corrected?

  Yes

  N/A

Overall Appearance

• 1. Was the location clean and well maintained? (If no, mark all that apply)

  Yes

  No

• Free of accumulated liter/trash/leaves on pavement or in landscaping.

  Yes

  No

• No overflowing Trash can(s).

  Yes

  No

• No potholes or large cracks in asphalt or concrete

  Yes

  No

• No excessive grease stains/black spots in the stalls/on the lot/sidewalks.

  Yes

  No

• Canopy was not dirty, rusty, or damaged.

  Yes

  No

• No walls and/or windows were dirty.

  Yes

  No

Service

• 2. Switchboard Reply Time: (10 sec or less?)

  0 - 10 sec

  11-14 sec

  15 - 19 sec

  20 sec

  > 20 sec

• Actual Reply Time:

• 3. Order taker repeats entire order or asks you if the order on the screen is correct?

  Yes

  No

• 4. Order taker suggestive sells.

  Select Yes, Add 3 bonus points to total score N/A

  • Yes, Add 3 bonus points to total score
  • N/A

• 5. Delivery Time: 4 minutes or less?

  Select 4:00 or less 4:00 or less and received at the drive-thru 4:01 - 4:15 4:16 - 4:30 4:31 - 4:45 4:46 - 5:00 > 5:00

  • 4:00 or less
  • 4:00 or less and received at the drive-thru
  • 4:01 - 4:15
  • 4:16 - 4:30
  • 4:31 - 4:45
  • 4:46 - 5:00
  • > 5:00

• Actual Delivery Time:

• Visit in Stall or Drive-Thru?

  Stall

  Drive-Thru

• 6. DRIVE_THRU: Did the Window attendant acknowledge you within 5 seconds? (N/A if order was delivered by carhop and not at the Drive-Thru window)

  Yes

  No

  N/A

• 7a. STALL: Did the carhop/attendant introduce him/herself? (N/A drive-thru)

  Yes

  No

  N/A

• 7. Was the carhop/attendant friendly? (If Yes, mark all that apply

  Yes

  No

• My overall impression was they were friendly

  Yes

  No

• Greeted me and smiled

  Yes

  No

• Made eye contact

  Yes

  No

• Read my order to me and told me the cost

  Yes

  No

• Mentioned pushing the red button if anything else is needed (N/A on drive-thru)

  Yes

  No

  N/A

• 8. Name or description of the carhop:

• 9. Were employees neat and clean in appearance and wearing approved Sonic uniform? Note: Holiday attire or sporting/community event attire when all employees are participating is acceptable, but a nametag is still required. (If no, mark all that apply)

  Yes

  No

• Employees nametag: No, if one or more employees not wearing a nametag or name on shirt (and not wearing a jacket/coat)

  Yes

  No

• Sonic Logo: No, if one or more employees not wearing a Sonic logo on clothing (not required if wearing festive clothing for holiday or event).

  Yes

  No

• Sonic Cap: No, if one or more employees not wearing a Sonic cap/visor

  Yes

  No

• Pants: No, if one or more employees not wearing black pants/shorts/capris or dark jeans

  Yes

  No

• 10. Receipt is given without being asked. (include receipt number).

  Select Receipt was given without asking Carhop asked if I wanted the receipt Carhop didn't offer receipt and I had to ask for it.

  • Receipt was given without asking
  • Carhop asked if I wanted the receipt
  • Carhop didn't offer receipt and I had to ask for it.

• 11. Attach a picture of the receipt

  Media

• 16. Did you receive condiments/supplies in the bag or were they offered?

  Yes

  No

• 17. Mint and napkins, straws or utensils received with order

  Yes

  No

• Indicate missing items:

  Select Mint not present Less than 2 napkins present Straw not present for each drink ordered Wrapped utensil not present when needed

  • Mint not present
  • Less than 2 napkins present
  • Straw not present for each drink ordered
  • Wrapped utensil not present when needed

• 18. STALL: Did anyone check back with you after your order was delivered? (Checkback)

  Yes

  No

  N/A

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

  Yes

  No

• 20. Did you see any employee on roller skates/blades?

  Select Yes, Add 3 bonus points to total score N/A

  • Yes, Add 3 bonus points to total score
  • N/A

• 21. STALL: Was the restroom clean, stocked, and well maintained? (If no, mark all that apply)

  Yes

  No

  N/A

• Walls, mirrors, counters, floors, toilets, and/or sink clean?

  Yes

  No

• Floor clear of trash.

  Yes

  No

• Toilet paper provided in stalls

  Yes

  No

• Soap present and available.

  Yes

  No

• Hand sanitizer present and available.

  Yes

  No

• Toilet, sink, soap dispenser, hand dryer, paper towel dispenser, and or lights working.

  Yes

  No

• Walls, floors, and/or doors in condition and not damaged.

  Yes

  No

Quality

• 12. Order is 💯 correct? (If No, mark all that apply:

  Yes

  No

• Recevied Entree

  Yes

  No

• Received Beverage

  Yes

  No

• Received Correct Entree

  Yes

  No

• Entree Prepared Correctly

  Yes

  No

• Received correct side item

  Yes

  No

• Received correct beverage

  Yes

  No

• Received correct side item size

  Yes

  No

• Received correct beverage size

  Yes

  No

• 13. Did the entrée temperature meet your expectations and taste good? (If no, mark all that apply)

  Yes

  No

• Hot entree warm/hot

  Yes

  No

• Entree ingredients were not hard, dry, or tough

  Yes

  No

• Entree meat/egg was not undercooked

  Yes

  No

• Produce was not limp/mushy, wilted/brown/looked old

  Yes

  No

• Toast/bun/bread/wrap was not soggy

  Yes

  No

• 14. Did the side item temperature meet your expectations and did it taste good? (If no, mark all that apply)

  Yes

  No

• Hot side time warm or hot

  Yes

  No

• Side item crisp (not soggy/limp)

  Yes

  No

• Side item not hard, dry, or touch

  Yes

  No

• Side item cooked properly (not undercooked)

  Yes

  No

• Side item tasted great (no off taste)

  Yes

  No

• 15. Did the beverage temperature meet your expectations and did it taste good? (In no, mark all that apply

  Yes

  No

• Hot drink was warm/hot

  Yes

  No

• Cold drink was cold

  Yes

  No

• Drink tasted great (no off taste)

  Yes

  No

• Fountain drink not flat/watery

  Yes

  No

• Slush/Shake was proper consistency (not to thin or not mixed properly)

  Yes

  No

• Cherry/lime/strawberry in drink (if ordered)

  Yes

  No

• Overall Comments about your visit: