ZNH/HZ Ops SOS Mystery Shop

• Conducted on

  Date

• Prepared by

• Location
  Address

• Condition of preview menu board

  Good

  Fair

  Poor

  N/A

• Condition of speaker box menu board

  Good

  Fair

  Poor

  N/A

• Is DT window clean and inviting?

  Good

  Fair

  Poor

  N/A

Service

• DT Order taker greeted promptly (within 3 seconds)

  Yes

  No

  N/A

• DT Order taker is cheerful and polite

  Yes

  No

  N/A

• DT Order taker suggest current promotion

  Yes

  No

  N/A

• DT Order taker offers additional items or up sells drink

  Yes

  No

  N/A

• DT Order taker repeats order at speaker box

  Yes

  No

  N/A

• DT Order taker gives order total and asks to pull to window for payment

  Yes

  No

  N/A

• DT Cashier confirms order at the window

  Yes

  No

  N/A

• DT Cashier gives drink while taking payment

  Yes

  No

  N/A

• DT Cashier re-confirms order as it is handed out

  Yes

  No

  N/A

• DT Cashier thanks you for your visit and asks to fill out a survey

  Yes

  No

  N/A

• Were you asked to pull forward?

  Pass

  Fail

  N/A

• What reason did they give you to park you?

Food Quality

• Is your order in the right packaging?

  Good

  Fair

  Poor

  N/A

• Is your order accurate (did you get exactly what you ordered)?

  Yes

  No

  N/A

• Is chicken/ shrimp/ sandwich hot and fresh?

  Good

  Fair

  Poor

  N/A

• What was your main item?

• Is your side hot, fresh and properly portioned?

  Good

  Fair

  Poor

  N/A

• What is your side?

• Is the biscuit hot, fresh and properly baked?

  Good

  Fair

  Poor

  N/A

• How is your drink?

  Good

  Fair

  Poor

  N/A

SOS

• Total time

• How many cars in front of you?

• Average time per car