A) STATISTICS

Receipt number + Cash Desk Number + Receipt Date + Receipt Time:

Amount paid according to the receipt:

Which size of drink did you purchase today?

Service Checker's gender:

B) DINE-IN – FRIENDLY

(I) Did the person who took your order welcome/greet you in a polite and friendly manner?
C Yes
I No

If „No“, please explain your answer.

Comment required with answer
: No

(I) Did the person who presented your order provide a friendly farewell/closing?

(I) Were all the people who you came in contact with attentive to you as a customer?
C Yes
I No

If „No“, please explain your answer (e.g. didn’t listen attentively, didn’t make eye contact,
seemed stressed and distracted or continued a private conversation with another employee).
Comment required with answer
: No

(I) Was your communication with the crew members clear and easily understood?

C) DINE-IN – SPEED

(I) Indicate the number of customers waiting in your line, ahead of you.

(I) Indicate the number of registers open

(I) Service Time Measurement: Indicate the exact number of seconds between the time your
order was totaled until you received your completed order (in seconds)

(I) Total Experience Time: Indicate the exact number of seconds between the time you
entered the shortest line until you received your completed order (in seconds)

Did you encounter any of the following situations during your visit: a) Customer(s) in front
of me in the line purchased a large order; B) Customer(s) in front of me in the line paid with a
credit / debit card, C) The cashier did not have change; D) The product requested was not
ready to be served, E) I was told that there was a problem with the equipment (example:
beverage dispenser out of order, fryer not working properly, etc.), F) None of the above

D) DINE-IN – ACCURATE

(I) Did you receive all the food items ordered, with the correct flavors and sauces?
Yes
No
This means that you received all products and sauces correctly and in the correct size. If
“No”, please explain your answer:
Comment required with answer
: No

(I) Did you receive the drink item ordered, with the correct flavor?

(I) Did you receive all condiments you requested, along with napkins and straws/stirrers or
were they available at the condiment bar?

(I) Did you receive a receipt?

C Yes
I No

If „Yes“, please explain whether the employee provided you with your receipt without being
prompted, whether the receipt was correct, whether the receipt was printed or handwritten
etc.
Comment required with answer
: Yes

E) DINE-IN – QUALITY

(I) Indicate the sandwich/entrée you ordered

(I) Was your sandwich/entree neatly assembled?

(I) Was the temperature of your sandwich/entree ok?

(I) Was your sandwich/entrée fresh and did it taste good ?

(I) Were the French Fries hot, salted and crisp OR your potato product hot and crisp and did
they taste good?

(I) Indicate the drink ordered

C Fountain drink
I Orange Juice
I Coffee
Important 1.) Indicate the exact size of your purchased drink (small/regular/medium/tall)!!! +
2) "Soft Drinks": Indicate which of the following drinks did you order: Coca-Cola, Fanta,
Sprite, etc.
Comment required with answer
: Fountain drink

F) DINE-IN – CLEANLINESS

(I) Was this restaurant responsible for the counter order area?

(I) Was the Counter Order Area clean and free of trash and spills?
C Yes
I No

1.) Please elaborate on the degree of uncleanliness and 2.) please also describe in which area
the problem was found.
Comment required with answer
: Yes, No
(I) Was this restaurant responsible for the seating area?

(I) Were the floors, tables and walls in the seating area clean (or being cleaned)?
C Yes
I No

1.) Please elaborate on the degree of uncleanliness and 2.) please also describe in which area
the problem was found.
Comment required with answer
: Yes, No
(I) Was there a service station / drink station?
I Yes
C No

The term service station refers to the area where the customers can help themselves to straws,
napkins, etc. In several restaurants there's also a drink station where the customer may pour
their own drink.

(I) Was the condiment bar and/or drink station clean (or being cleaned)?

(I) Was there a BATHROOM BELONGING TO THE RESTAURANT?

(I) Were you able to visit a BATHROOM BELONGING TO THE RESTAURANT?

(I) Which restroom did you visit?

(I) Was the restroom clean?

(I) Were the employees clean, well groomed and neatly dressed?
G) SATISFACTION Restaurant

(I) Considering only your Dine-In visit today, rate your overall satisfaction with your
experience at this McDonald’s

Special questions restaurant

Was the Beef Tender and Juicy?

Yes
I No
C Not applicable

If No please comment
Comment required with answer
: No
Was the Beef Tasty?

Were you alone during the whole visit (including the time when eating your meal at the
table)?

If you were unable to hear the McDonalds crew member what noise was in the background?

What colour top did you wear during your visit?

When did you start Timing Point#1?

When did you start Timing Point#2?

When did you stop Timing Point#3?

Overall opinion

How would you rate the efforts made by the location to present their products/services in a
well-presented and appealing way? a) excellent, b) average, c) below average, d) poor

How would you rate the cleanliness of the location? a) excellent, b) average, c) below
average, d) poor

How would you rate the tidiness and orderliness of the location? a) excellent, b) average, c)
below average, d) poor

How would you rate the efforts made by the location to ensure that customers were served
quickly and waiting times kept to a minimum? a) excellent, b) average, c) below average, d)
poor

Were the first words addressed to you during your visit a greeting?

Did the location make an effort to provide you with the best possible customer service?
Were you thanked for your visit?

When leaving the location, did an employee bid you farewell?

How would you rate the friendliness of employees? a) excellent, b) average, c) below
average, d) poor

How would you rate the knowledge/competence of employees? a) excellent, b) average, c)

below average, d) poor

Were additional products suggested/offered to you in relation to the product discussed?

(=attempt to make an additional sale)

Was an attempt made during your visit to encourage you to return to this location? (e.g. a
verbal invitation or the offer of a customer card)

(If you visited the restrooms/toilets) How would you rate the cleanliness of the
restrooms/toilets? a) excellent, b) average, c) below average, d) poor, e) NA

(If you consumed food) How would you rate the quality of the food consumed? a) excellent,
b) average, c) below average, d) poor, e) NA

(If you consumed beverages) How would you rate the quality of the beverages consumed? a)
excellent, b) average, c) below average, d) poor, e) NA