Drive-Thru Food Shop Checklist

Transcription

1 This checklist is designed to assist you with your Dairy Queen Drive-Thru Food mystery shop. Review this document immediately before entering the Dairy Queen location. Before beginning your shop secure this document in your vehicle, hidden from view. When you have completed your assignment, immediately complete this checklist while the outcome of your evaluations is still fresh in your mind. Important Information: Drive-Thru Food Shop Checklist This shop will need to be performed between a specific set of hours, which will be noted in the Job Information page for your assignment. You are required to make a specific treat purchase, as detailed in the Job Information page and the Order Requirements section of this checklist. When placing your order, remember that must not accept any add-ons or any other upgrade offers. You must obtain an itemized receipt to submit with your Online Report. If the employee does not offer you an itemized receipt at the conclusion of your purchase, you must ask for one. If you are still unable to obtain an itemized receipt (some locations may not have the ability to provide one to you), you must upload the receipt that was provided to you and note in your Online Report why an itemized receipt was not obtainable. While performing your order accuracy evaluations in your vehicle, you will need to capture a photo of the items your purchased. You should download and print-out a copy of the Photo Guide (available in the Job Information page) for detailed instructions regarding this photo requirement. When you enter the location, make sure that you are prepared to begin your service timing. Remember that timing begins the moment you reach the counter and it is your turn to place your order, and ends when you receive your complete order and are ready to step away from the counter. In the event your assigned location is closed, you must capture either an overall location photo or a photo of any signage (e.g. hours of operations, hand-written sign) indicating that the location is closed. This photo will be uploaded in place of your receipt. Upon uploading the closed location photo to your Online Report, you will mark the location as closed and submit your report. General Information Shop Date: / / 20 Time Entered: : AM PM Was the location open? Yes No Purchase Amount: Time Exited: : AM PM Employee Information Number of cars: Employee Name: Gender: Male Female Hair Length: Hair Color: Approximate Height: Glasses: Yes No 1

2 Hospitality At the Speaker 1. Did you receive a greeting and welcome message within five seconds? Yes No Greeting was delayed by more than five seconds Greeting was only transaction based (e.g. What can I get you? ) At the Window 2. Did the employee engage you with a genuine and welcoming greeting that went Yes No beyond the transaction requirements? Greeting was overly short and impersonal and/or lacked sincerity (i.e. employee seemed somewhat distracted or mechanical ) Did not engage beyond transaction requirements (i.e. no greeting received) 3. Did the employee establish eye contact as appropriate, even if working on other tasks? Yes No Employee established minimal eye contact Employee did not establish eye contact 4. Did the employee offer a genuine and engaging smile throughout the interaction? Yes No Offered a brief smile that did not seem genuine or engaging Did not smile during the interaction 5. Did the employee offer a genuine and engaging closing comment? Yes No Employee offered minimal closing remark that did not seem genuine or engaging No closing remark 6. Was the employee neat and well groomed, with a uniform that was in good condition and Yes No free of stains? (check all that apply) Shoulder-length or longer hair not pulled back (if applicable) Uniform appeared worn or in poor condition (e.g. wrinkled, torn) Uniform had food/ice cream stains or appeared generally dirty Overall Hospitality Comments: 2

3 Order Accuracy Please enter the items you purchased: Item 1 (Small Orange Julius Drink/No Orange Julius Drink Available): Item 2 (Mini-Blizzard): 7. Was your order complete and accurate? Yes No Order not complete (if selected, please check all that apply) Main food item missing / wrong item delivered Treat item missing / wrong item delivered Beverage missing / wrong item delivered Customer supplies missing (if selected, please check all that apply) Spoon / utensil missing (if applicable) Request for condiments missing Straw missing / out of stock Order not accurate (if selected, please check all that apply) Main food/ treat item not prepared correctly (if selected, please check the appropriate negative conditions) Incorrect ingredients Special request not honored Topping wrong or missing Incorrect size / portion Beverage not prepared correctly (if selected, please check the appropriate negative condition) Incorrect size / portion Additional item(s) included (if selected, please check the appropriate negative condition) Item provided that was not ordered Item provided by employee to compensate for poor service 8. Does the sundae meet the visual standards established by Dairy Queen? Yes No Note: You will not perform the visual standards evaluation for this shop, and should mark this question yes in your Online Report Overall Accuracy Comments: 3

4 Speed of Service 9. Was your order completed in three minutes or less? Yes No 10. Please enter the full service timing in minutes and seconds: minutes seconds Note: Dairy Queen considers a service timing of over three minutes to be unacceptable, and your comments (below) must be limited to how effectively the location did or did not execute Dairy Queen s Speed of Service standards. For example, an appropriate comment would be, the service timing was over three minutes because the customers in front of me placed a very larger order, or something similar. An inappropriate comment would be, the service timing was over three minutes, but I didn t really mind. Overall Speed of Service Comments: Loyalty 11. Based solely on today s visit, excluding the location s proximity to your home, how likely would you be to return to this Dairy Queen location? Would Not Return Extremely Likely 12. Based solely on today s visit, excluding the location s proximity to your home, how likely would you be to recommend this Dairy Queen location to friends and family? Would Not Recommend Extremely Likely a. Please rank, in order of importance, the three factors (e.g. Cleanliness, Speed, Accuracy, Hospitality, Product Quality, Value, Menu Variety, Facility Condition) that influenced your ratings to return to and recommend this particular Dairy Queen location: 1) 2) 3) 4

5 13. Based on your entire experience visiting Dairy Queen locations (i.e. not just this visit), how likely would you be to return to a Dairy Queen location in the future? Would Not Return Extremely Likely 14. Based on your entire experience visiting Dairy Queen locations (i.e. not just this visit), how likely would you be to recommend the Dairy Queen brand to friends and family? Would Not Recommend Extremely Likely a. Please rank, in order of importance, the three factors (e.g. Cleanliness, Speed, Accuracy, Hospitality, Product Quality, Value, Menu Variety, Facility Condition) that influenced your ratings to return to and recommend the Dairy Queen brand: 1) 2) 3) Additional Data 15. Was the drive-thru speaker clear and understandable? Yes No Employee was hard to understand (spoke too quickly, mumbled, etc.) Drive-thru speaker system was malfunctioning (sound was garbled, cutting in/out, etc.) 16. Did the employee specifically suggest an additional product or a larger size? Yes No a. If yes, what was suggested: (check all that apply) Ice cream treat Larger beverage Cake or take-home frozen treat Side item Combo meal Orange Julius drink Other (explain): 17. Which beverage brand did the location serve? (check all that apply) Yes No Coke products Pepsi products Dr. Pepper products Not able to provide 5

6 18. Were credit card logos visible? Yes No a. If yes, please indicate where logos were observed: (check all that apply) On menu board On drive-thru windows Other (explain): 19. If you ordered a Blizzard, did the employee demonstrate the thickness by holding it " Yes No N/A upside-down? 20. If you ordered an Orange Julius beverage, was it free of ice chunks? " " " Yes No N/A 21. If you ordered an Orange Julius beverage, please rate the thickness: N/A! Thin or Watery Very Thick Receipt 22. Did you receive an itemized receipt that correctly detailed the items you purchased? Yes No a. If no, please explain the circumstances: Overall Comments 6

7 Order Requirements You are required to order two items. Please note that you should decide on the items you wish to purchase before entering the drive-thru lane, as this will give the location a better opportunity to deliver your complete order within the three minute standard. Item 1: Small Orange Julius premium fruit smoothie You must order one of the following flavor options: Strawberry, Strawberry Banana, Tripleberry and Piña Colada If Orange Julius premium fruit smoothies are unavailable at your assigned location, you will forgo this purchase requirement and simply purchase an Item 2 option by itself Item 2: Choice of Mini-Blizzard Note: Though this is classified as a Food Shop you will only order the treat items as noted above 7