FOOD ITEMS LOCATION

PH Counter Service Carryout

CHAMPSCHECK
Yum Restaurants International
Date: Greeting SS: Counter Person Name:
Daypart: Promised Time MM:SS:
Version Period Ready Time MM:SS:
1-Oct-10
HOSPITALITY 76
GREETING - Order Taker - MOT 1
20 1H01 Were you welcomed with a warm smile and direct eye contact? YES NO
Chose the number that best represents the smile you received.
1H01-01 No welcoming smile provided.
1H01-02 No welcoming eye contact.

5 1H02 Were you welcomed with a friendly comment? YES NO

1H02-01 No welcoming comment made.
1H02-02 Welcoming comment not friendly.
1H02-03 Welcoming voice repetitious or mechanical.
1H02-04 Welcoming voice not clear. Couldn't understand them.
1H02-05 Body language not welcoming.
TAKING THE ORDER - MOT 2
2 2H25 Did they offer to describe promotions or special offers? YES NO
2H25-01 Did not offer to describe promotions or special offers.
1 2H26 If you wanted to know about specials/promotions, did they verify how many you wanted to feed? YES NA NO
2H26-01 Did not verify the number I wanted to feed.
2 2H07 Did they make at least one menu suggestion with a specific benefit or special offer or YES NO
that complemented your meal?
2H07-01 No menu suggestions made.
2H07-02 Suggestions offered no specific benefit or special deal.
2H07-03 Suggestions did not complement my meal.
1 2H09 Did they satisfactorily answer any questions? YES NA NO
2H09-01 Couldn't describe menu item.
Hospitality

2H09-02 Couldn't answer question.

2H09-03 Answer to my question was not polite.
10 2H10 Did they quote a length in minutes for the order to be delivered/ready? YES NO
2H10-01 No minutes quoted when the order would be ready.
1 2H33 If seating is available, did they offer it as a place to wait? YES NA NO
2H33-01 Didn't offer a place to wait.
DELIVERING THE ORDER - MOT 3
5 3H34 If there was a delay in your promise time, were you informed? YES NA NO
3H34-01 Not informed about a delay in my order.
2 3H35 Were you called politely when your order was ready? YES NO
3H35-01 Not notified that order was ready.
3H35-02 Order ready notification was not polite. YES NO
5 3H01c Were you acknowledged with a warm smile and direct eye contact?
Chose the number that best represents the smile you received.
3H01c-01 No smile provided when food given.
3H01c-02 No eye contact when food given.

CLOSING & THANKING - MOT 4

2 4H20 Was there dialog to determine that the customer had all they needed? YES NO
4H20-01 Didn't dialog about condiments or my needs.
20 4H19 Were you offered a warm thank you and a sincere parting comment, while making YES NO
eye contact with a smile?
Chose the number that best represents the smile you received.
4H19-01 No smile provided.
4H19-02 No eye contact while saying closing.
4H19-04 Didn't say "thank you" when closing.
4H19-05 Offered no sincere parting comment.
SPEED with SERVICE 23
3 S13 Were you greeted/assisted within 15 seconds of arriving at the counter? YES NO
S13-01 Not greeted in 15 seconds.
10 S11 Was the order ready/delivered within promised time? YES NA NO
Speed

S11-01 Order took more than promised time to be delivered.

10 S12 Was the order ready within 14 minutes? YES NO
S12-01 Order was not ready in 14 minutes.
OR S12a Was the order ready within 10 minutes? For PHD
S12a-01 Order was not ready in 10 minutes.
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PRODUCT QUALITY 55
20 P01P Was the temperature of your meal acceptable - hot food hot and cold food cold? YES NO
10 Any additional item(s) with a temperature issue loses another 10 points.
P01P-a Pizza not warm enough. P01P-h Drink not cool/warm enough.
P01P-b Garlic Bread not warm enough. P01P-z Other item not warm/cool enough.
P01P-c Wings not warm enough.
15 P02P Was the appearance of your meal acceptable? YES NO
10 Any additional item(s) with an appearance issue loses another 10 points.
Product Quality

P02P-a All Pizzas P02P-b Garlic or Cheese Bread

P02P-ab Pan P02P-b1 Garlic bread not golden brown or had burned edges.
P02P-ab1 Pan crust color too dark or too light. P02P-b2 Garlic bread cheese not even or not melted.
P02P-ab2 Pan toppings were not evenly spread. P02P-b3 Garlic bread pieces were not of similar size.
P02P-ab3 Excessive cheese or sauce on Pan crust. P02P-b4 Garlic bread had some other appearance issue.
P02P-ab4 Pan cheese or sauce was burned. P02P-c Chicken Wings
P02P-ab5 Pan was not evenly or completely cut through. P02P-c1 Wings not evenly brown or had burned surfaces.
P02P-ab9 Pan had some other appearance issue. P02P-c2 Wings had some other appearance issue.
SEE FOOD TAB FOR ADDITIONAL PIZZA NUMBERING P02P-c3 PHD/Wing Street wings too small
P02P-z Other P02P-c4 PHD/Wing Street wings missing breading.
P02P-z1 Some other food item had an appearance issue. P02P-c5 PHD/Wing Street wings missing some sauce coverage.
0 P03 Was the taste of your meal free of rancid or spoiled flavour? YES NO
Name the food item and explain the reason you could not eat it._________________________________________________
ACCURACY 25
10 A01P Were all menu items you wanted to order available? YES NO
A01P-a Out of menu item ordered - Pizza A01P-a1 Item not immediately available - Pizza
A01P-b Out of menu item ordered - Garlic Bread A01P-b1 Item not immediately available - Garlic Bread
A01P-c Out of menu item ordered - Wings A01P-c1 Item not immediately available - Wings
A01P-h Out of menu item ordered - Drink A01P-h1 Item not immediately available - Drink
A01P-z Out of menu item ordered - Other A01P-z1 Item not immediately available - Other
12 A02 Was your order correct and complete? YES NO
A02-01 Missing an ordered menu item.
Accuracy

A02-02 Menu items made incorrectly or not as requested.

1 A03 Was correct change provided or credit/debit card receipt returned without error? YES NA NO
A03-01 Change was not confirmed to customer
A03-02 Incorrect change was provided.
A03-03 Credit/debit card receipt was not accurate.
1 A15 Was the order verified by visibly checking (pizza box must be opened) and confirming the order? YES NO
A15-01 Didn't confirm my order.
A15-02 Didn't open the pizza box.
A15-03 Didn't offer to open the 2nd pizza box.
1 A11 Did the order taker verify your order by confirming the items? YES NO
A11-01 Order taker did not verify my order.
CLEANLINESS 34
C01 Was the restaurant exterior clean? YES NO

2 C01-a Parking lot, sidewalk, landscaping 2 C01-b Lights, signs, building

C01-a1 Parking lot was dirty. C01-b1 Exterior lights were dirty.
C01-a2 Landscaping was littered. C01-b2 Exterior signs were dirty.
C01-a3 Sidewalk was littered. C01-b3 Building exterior was dirty
C01-a4 Freestanding restaurant sidewalk has buildup dirt. 2 C01-c Doors and windows
C01-c1 Windows were dirty or badly smudged.
C01-c2 Doors were dirty or badly smudged.
C02 Was the restaurant interior clean? YES NO
Cleanliness

4 C02-a Menuboard 4 C02-e Counters, service cabinets, Dining Room Handsinks,

C02-a1 Menuboard was dirty. Trash Bins
C02-a2 Advertising displays were dirty. C02-e1 Front counter was dirty or cluttered.
4 C02-b Walls, floors, carpets C02-e2 Cash register equipment was dirty.
C02-b1 Walls were dirty. C02-e3 Serving cabinets were dirty.
C02-b2 Floors were dirty. C02-e4 Dining room handsink dirty
C02-b3 Floor mats or carpet were dirty or stained. C02-e5 Trash bins dirty/overflowing
C02-b4 Playground equipment was dirty. 4 C02-f Clean and neat uniforms
C02-b5 Décor items were dirty. C02-f1 Team uniforms were dirty.
4 C02-d Ceilings, lights, vents, fans 4 C02-g Environment insect free
C02-d1 Ceiling was dirty or dusty. C02-g1 Roaches were observed.
C02-d2 Vents or exhaust fans were dusty. C02-g2 Rodents were observed.
C02-d3 Lights were dirty or dusty. C02-g3 Other pests were observed.
C02-z Other cleanliness issue 4 C02-h Free of any foul odours
C02-z1 Other cleanliness issue________________ C02-h1 There were offensive odours in the restaurant.
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MAINTENANCE 24
M01 Was the restaurant exterior in good condition? YES NO
2 M01-a Parking lot, sidewalk, landscaping
M01-a1 Parking lot needed repair or upkeep. 2 M01-c Doors and windows
M01-a2 Sidewalk needed repair or upkeep. M01-c1 Windows or frames cracked or damaged.
M01-a3 Fences needed repair or upkeep. M01-c2 Doors or frames needed repair or upkeep.
M01-a4 Landscaping looked unhealthy or needed attention.
2 M01-b Lights, signs, building
M01-b1 Exterior lights were broken or burned out.
M01-b2 Exterior signs needed repair or upkeep.
M01-b3 Building exterior needed repair or upkeep.
Maintenance

M02 Was the restaurant interior in good condition? YES NO

Any additional item(s) with a maintenance issue loses another 3 points.
3 M02-a Menuboard 3 M02-f Clean and neat uniforms
M02-a1 Menuboard needed repair. M02-f1 Uniforms don't fit employees properly.
3 M02-b Walls, floors, carpets M02-f2 Uniforms are torn or excessively faded.
M02-b1 Walls or floors need repair or upkeep. M02-f3 Hats not worn by people making food.
M02-b2 Décor items needed repair or upkeep. M02-f4 Nametags not worn or are blank.
M02-b3 Carpet or floor mats needed repair or upkeep. M02-f5 Nametags are illegible.
M02-b4 Playground equipment needed repair or upkeep. M02-f6 Uniform was missing.
3 M02-d Ceilings, lights, vents, fans 3 M02-e Counters, service cabinets, Dining Room Handsink
M02-d1 Ceiling tiles missing, stained or broken. M02-e1 Counters chipped, cracked or peeling.
M02-d2 Lights, fans or vents were not working properly. M02-e2 Serving cabinets are in bad condition
3 M02-g Air temperature comfortable M02-e3 Dining Room Handsink broken or needs repair
M02-g1 Air temperature was too hot. M02-z Other maintenance issue
M02-g2 Air temperature was too cold. M02-z1 Other maintenance issue________________
Customer Mania Observations - Did you observe ANY of the following?
O01 Employees opening doors for customers? YES NA NO
O04 Employees other than Counter Person acknowledging with eye contact, a smile or a friendly comment? YES NA NO
O02 Employees helping customers in the dining room? YES NA NO
Mania

O03 Employees conversing with customers in the dining room? YES NA NO

O05 Friendly conversations with children? YES NA NO
O08 Employees offering to take large orders to customers' car? YES NA NO
O09 Manager was visible and interacting with guests? YES NA NO
O10 Other customer mania behavior was displayed? YES NA NO
Shopper Comments Scoring
What I appreciate most: Where you could be better: Pts missed 101 minus total
C points missed =
Score
H
A
M
P
S Score
= Total Missed
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