Mystery shop-drive thru checklist
Mystery shop
What does this form include?
This form contains 18 sections:
Speed of Service
- Was the elapsed time between when you first arrived at the speaker box till the time your order was ready less then 4 minutes?If no how long did it take (in minutes)?
- If you encountered a problem or if your waited more than 4 minutes for your order, did the team member offer an apology?
If " your order took longer than usual," mark each of the following reasons that you believe we're th
Using the 0 - 5 scale, rate he overall speed of the entire transaction in the restaurant compared to the typical fast food experience ( from the time you got in line until you receive your food)
Guest Service from the Employee Taking the Order
- Did the Cashier greet or acknowledge you within 5 seconds from the time you arrived at the speaker box?If no, how many minutes?
- Did the cashier state their name when they asked if they could take your order?
- Was the cashier easy to understand ( clarity and volume )?
- Could you "hear" the smile on the person taking your order?
- Dd your cashier ask "do I have everything correct on the screen"?
- Did the cashier specifically say "thank you" when you finished the order process ( when they gave you your total and asked you to pull forward) ? If no, what did they say?
- Was the Outside Order Taker in use?
Using the 0 - 5 scale, rate the employee that took your order? Explain:
Guest service from the Employee at the window
- Did the cashier greet or acknowledge you within 5 seconds from the time you arrived at the drive thru window?If no, how many seconds?
- Did the employee at the pick-up window repeat your order to ensure accuracy before collecting payment?
- Were you specifically offered condiments for your order?
- Were napkins provided?How many we're given?
- At some point during the transaction were you asked about your experience?(Or offer an apology for a problem wi today's visit)
- Did the person who handed you your food specifically say "thank you"? If no what did they say?
- Did the cashier specifically invite you to return?
- Did the person who handed you your food communicate with you clearly and understandably?
- Were you provided a receipt for your order?
- Was your cashier wearing a name tag?Give name or description:
Using the 0 - 5 scale, rate the employee that delivered (handed) the food to you
Condition and Cleanliness
- Did two or less tables need bussing?If more then 2 how many?
- Was the dining area clean ( tables, chairs, floors, etc. )If no what was in need of attention?
- We're all the dining area trash cans acceptable ( not full, over flowing, or dirty )?If no, what was in need of attention?
- We're the restrooms clean ( fixtures, sinks, floors, etc. )If no, what was in need of attention?
- Did the restrooms have the following: toilet paper, towels or working air dryer, soap & seat protectors?If no, what was not stocked?
- Was the entry was clean ( windows, doors, and slab )?If no, what was in need of attention?
- Was the outside are of the restaurant clean ( parking lot and landscaping )?If no, what was in need of attention?
Using the 0 - 5 scale, rate the overall cleanliness of this restaurant.
Using the 0 - 5 scale, rate the quality of the entrée ( temperature, taste, and appearance ) Product orded:
Using the 0 - 5 scale, rate the quality of the side item ( fries, hash brown, etc. ) Product ordered:
Using the 0 - 5 scale, rate the quality of the tacos
Using the 0 - 5 scale, rate the quality of the drink ( temperature, taste, and appearance ) Product ordered:
Using the 0 - 5 scale, rate your meal overall, taste, temperature and presentation. Reason for rating.
Using the 0 - 5 scale,rate the employees and management at this restaurant" we're they focused on guest service and working as a team in a productive manor. Are you satisfied that they did their best today? Reason:
Using the 0 - 5 scale, please rate your overall experience at e restaurant and give e reason:
What could they have done to improve any part of this visit
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