Regular Mystery Shop

*** For this shop you will order and eat at the location. If the dining area is closed,
take your order to-go but taste your food immediately to evaluate
temperature and quality. ***
Check your guidelines and shop times for each Five Guys shop you do.

SHOP ONLY DURING YOUR ASSIGNED MEAL TIME LISTED ON YOUR CPI.

 Call the location and/or check online for store hours.

 If you call and do not get an answer, GO TO THE LOCATION to see if they are open for your shop time/meal period.
 Once you arrive, if they are not open at all OR you cannot go inside to place your order, report it as a closed location.
 Do not report a closed location unless you have physically gone to the location.

 IF ASSIGNED A LATE DINNER SHOP, start your shop 20-30 minutes before closing time (e.g., if the location closes at 4pm,
start your shop between 3:30-3:40 pm). For locations that close later than 10 pm, start your shop at 9:30 pm or later.

 Do not complete two shops within the same meal period on the same day for Five Guys or your shops will be invalid and you will not
be paid or reimbursed.
 If you have multiple shops scheduled for the same day without a specific meal period (i.e., the shop is for the 11:15 am - 9:15
pm time range or "during business hours"), only one Five Guys shop should be done before 4 pm and only one Five Guys shop
after 4 pm.

 Five Guys has video surveillance in their stores. Stores use these videos to verify what you report, how long you stay in the
store, and if you evaluated the restroom. If you use a cell phone/device to take notes, do it discreetly or you will be identified!

IF YOU DO NOT REPORT YOUR RESULTS WITHIN 8 HOURS,

YOUR SHOP WILL BE CANCELLED TO MEET THE DEADLINE.

THE BASICS: This is a regular walk-in and order shop.

 These are JUST the basics. Read and follow ALL paperwork in order to have a valid shop for which you will be paid.

 Don't bring anyone with peanut allergies. Fries are made with peanut oil and peanuts are in open containers for customers.

 Go to the location and order a meal for yourself, following the guidelines below. If you cannot go inside the restaurant to place
your order, it is considered a CLOSED location. Do not use other methods to place your order.

 Order your sandwich/burger/dog with only your fries OR fountain beverage. Don't order all 3 of your items at first.
 Discreetly observe the cooking process of burgers and fries while your food is being made.

 Time how long it takes to receive your order. Start timing when you are given your receipt and/or told your order number. Stop
timing when your order number (or name) is CALLED. Use a digital timing device and time to the EXACT SECOND.

 If the dining room is open to customers, eat your meal inside the restaurant and stay for at least 15 minutes.

 Look around to see if a manager (black shirt or red collared shirt) is present. Look carefully! Shoppers miss this.

 Evaluate the restroom if it is open to customers. If it is locked, ASK FOR THE KEY.

Page 1 of 11
 WHAT YOU NEED TO ORDER

Burger, Sandwich, or Dog AND Fries AND a Fountain Drink

Any kind with any toppings you
would like
*Five Guys prefers a burger to
be ordered. We suggest a Little
Hamburger to keep costs down
Any size - regular or Cajun Any size
Do not order them well done or ask NOT beer, water, or milkshake
for them to be made crispier.
*We suggest Little size to help
stay within reimbursement *If fountain drinks are not available, get a
bottled drink.

AND Milkshake?
CHECK YOUR Contractor Payment Invoice (CPI) TO SEE IF YOU ARE ASSIGNED TO ORDER A
MILKSHAKE IN ADDITION TO YOUR ENTRÉE, FRIES, AND FOUNTAIN DRINK.
*** A fountain drink is ALWAYS required. ***

You may get a milkshake if you are not assigned to get one, but you won't be reimbursed for it.

Looks for this message on your CPI: Do you need to order a milkshake?
Then you will see either a YES or NO on the CPI to indicate if the milkshake is required.

FOLLOW THESE STEPS WHEN ORDERING

If you have guests with you, always order for yourself first, even if they are ordering separately.
1) Order your sandwich/burger/dog with only your fries OR fountain beverage. Don't order all 3 of your items at first.
2) WAIT. Even if you stand there in silence, WAIT for the crew member to:
 Ask if you would like to add fries, a drink, or both
 Ask if you would like a milkshake
 Ask something like "Anything else?" or "Is that it?"
 AND/OR Total your order on the register
3) THEN order the rest of your items. You should have a sandwich/burger/dog, fries, and fountain drink (3 items total). If
assigned to order a milkshake according to your CPI, also order a milkshake and order it last (4 items total).
 In Canada: Poutine does not count as an order of fries. DO NOT order poutine instead of fries.
 You may order additional items for yourself or guests, but the reimbursement is for your assigned items only, and may
not cover the complete cost depending on the type of entrée, sizes, etc.
4) Get your order "For Here" and eat at the location if the dining room is open. Do not correct it if the order taker enters "To Go,"
but still eat at the location if the dining room is open. All orders are served in paper bags. Five Guys does not use trays.
5) You should automatically be provided a receipt, but if not, ask for it. Only ask once. Do not ask for a manager and do not ask
to have an incorrect receipt corrected. If it takes extra time to get your receipt, do not include that extra time in your timings.
6) Start timing.

AFTER ORDERING
 Wait near the counter or condiment/drink area so you can hear your order being called and observe the cooking process. Do NOT
go to the restroom or walk out of earshot while waiting for your order.
 Stop timing when your name or number is called.
 If you order a milkshake, do not stop timing early if your milkshake is ready before your meal, and do not count any extra time
spent waiting for a milkshake after receiving your meal.
 CHECK YOUR ORDER FOR ACCURACY. If any part of your order is wrong, including toppings or size of fries/sandwich,
have your order corrected before leaving the counter. If you do not notice until after you sit down or after you have started
eating, go back up to the counter to have the error corrected. Don't include the correction time in your timing. Do NOT ask
for a refund.

FIVE GUYS WANTS TO KNOW WHEN ERRORS ARE BEING MADE. Even if it seems silly to you to report
that a topping was left off or another added, YOU NEED TO REPORT IT AT THE COUNTER!

Page 2 of 11
 AFTER ORDERING (continued)
 Eat at least some of both your sandwich/burger/dog and your fries while at the location.
 Evaluate the quality of your order based on Five Guys standards, not your personal preferences.
 Always spend at least 15 minutes inside the restaurant after receiving your order if the dining room is open.
 If you see a crew member address a cleanliness issue while you are there, do not mark off for the issue in your report.
 Evaluate the restroom before or after the ordering and evaluating the cooking process of your meal. Do not evaluate employee-only
restrooms. If closed for cleaning or completely occupied so you cannot go in, try at least one more time before leaving.
EXCEPTION: If you are at a food court location that does not have its own restroom, you don’t need to evaluate the restroom.
 Your receipt may include an invitation to take a customer experience survey. Please do not take this survey.

RECEIPT INFORMATION FOR YOUR REPORT

This receipt information is needed for your report. Not all receipts have the same format. Enter
“N/A” for the information requested that is not on your receipt.
Store Number (in the example, 0129): _________________
Time (to the minute, in the example, 2:26 PM): __________

Order Number (in the example, 54): ___________________

Tran Seq No (in the example, 88354): _________________
Instead of a Tran Seq No, some receipts list a 12-digit alphanumeric Order ID on the
left above Cashier/Employee (e.g., “Order ID: AAAABEPNACAF”). Report either the
Tran Seq No or the Order ID, whichever is listed.
Cashier (in the example, ManagerOne): ________________
SERVICE
Shop Date: ___ / ___ / ___ Shop Day: ________________
Time In: ____ : ____ AM/PM Time Out: ___ : ____ AM/PM
Meal Period: Lunch / Dinner / Late Dinner / Late Night
Amount Spent for the entire order: $_________
Amount Spent for YOUR order (entrée/sandwich, fries, and drink) only, including tax: $_________
Note: This amount will be the same as above if you did not bring anyone with you or order additional items.
If assigned to order a milkshake: Total amount spent for your milkshake (including sales tax for the milkshake)? $____

Q1: Cashiers don’t have to be waiting at the cash register. It is okay if they were doing something else, but
quickly walked over to the register once you arrived.
1. Did the crew member give you a genuinely friendly greeting and make eye contact when you reached the counter Yes/No
and give you his/her full attention during the ordering process?
If No, mark all that apply:
___ a. Did not verbally greet me -- just nodded or asked for my order or similar
___ b. Did not make eye contact/look at me
___ c. Was not ready for me when I reached the counter
___ d. Greeting was mechanical/insincere
___ e. Rushed me through the ordering process
___ f. Had a personal conversation in front of me
___ g. Did not give me his/her full attention -- was completing other work tasks during the ordering process
___ h. Did not give me his/her full attention -- was engaged in non-work-related activities (such as using a cell phone)
___ i. Did not give me his/her full attention -- seemed distracted

***If you see a group of people all paying together (e.g., one person paying for a group of four), that counts
as one customer/customer group.
1c. If more than 2 customers/customer groups were in line at any point, were at least two registers open and in use? If a Yes/No/NA
crew member was taking orders on a tablet, this would count as a “register” as well.

Q2: Answer Yes if the crew member offered fries or a drink AT ANY TIME.
2. While you were ordering, did the crew member offer fries or a drink with your order? Yes/No
If Yes, what was suggested? Mark all that apply:
___ a. Fries
___ b. Drink
2b. While you were ordering, did the crew member offer a milkshake with your order? Yes/No

Page 3 of 11
 Q3: Answer Yes to Q3 if the crew member smiled and/or said anything in a friendly manner when presenting
your order, e.g., “Thank you,” “Have a nice day,” “Enjoy your meal,” or “Here you go!” It is acceptable for
the crew member to place your order on the counter instead of handing it to you.
3. Did the crew member who presented your order at the pick-up counter acknowledge you in a friendly manner, either Yes/No
verbally or by making eye contact? If No, mark all that apply:
___ a. Did not acknowledge me at all
___ b. Did not give a friendly acknowledgement
___ c. Did not look at me
___ d. No presenter (order was left on the counter without acknowledging me)
Q4 does not apply to anyone else’s meal even if on your receipt. If your order is correct, answer YES to Q4.
If anything is wrong with your order, including toppings or size of fries, check your receipt to see if the
cashier took your order correctly or if the error occurred in the kitchen. Then ask to have your order
corrected. ***If offered a refund, do not accept it.
4. Did you receive the correct order? If No to Q4, mark all that apply: Yes/No
___ a. Missing requested toppings/part of my entrée or sandwich
___ b. Received wrong toppings on my entrée or sandwich
___ c. Missing bun on my entrée or sandwich
___ d. Missing my entrée or sandwich
___ e. Received wrong entrée or sandwich
___ f. Received wrong size entrée or sandwich
___ g. Received extra item(s)
___ h. Missing fries
___ i. Received wrong size fries
___ j. Received wrong kind of fries
___ k. Missing drink cup (cup not provided)
___ l. Other _________________________________________________________________________________
4a. If No to Q4, at what point in the process did the error occur? Mark all that apply: N/A
___ a. Crew member took my order wrong (receipt listed my order wrong)
___ b. Kitchen crew member(s) prepared my order wrong
___ c. I'm not sure where the error occurred
4b. When you reported the issue with your order, did the crew member apologize and correct the issue? Yes/No/NA
If No to Q4b, mark all that apply:
___ a. Did not apologize ___ b. Did not correct the issue
4c. When you reported the issue with your order, did the crew member respond without asking to see/check your Yes/No/NA
receipt?
4d. If the issue was corrected, did the crew member correct it without taking food you had received back to the food Yes/No/NA
preparation area? ***If offered a refund, do not accept it.
*** Please provide a description of the crew member who took your order:
Male Female Age: 15-20, 21-25, 26-30, 31-35, 36-40, 41-45, 46-50, 51-55, 56-60, 61-65, 66-70
Hair Color:_______ Height:_______ Glasses: Yes No Ethnicity: African-American Asian Caucasian Hispanic Other
Beard: Yes No Mustache: Yes No Shirt Color: Red Black Other

Q5: Start timing when given your receipt/order number and stop timing when your number is called. Do not
include time spent waiting in line or ordering. DO NOT use the time printed on your receipt or a clock on the
wall as your timing. An 8-minute wait time to receive your order is considered the average.
5. How long did it take to receive your order from the time you finished placing your order? ___ Min(s) ___ Sec(s)
Q6: MANAGERS and SHIFT LEADERS wear black Five Guys shirts or red
COLLARED Five Guys shirts and usually a red apron and red Five Guys hat.
Look carefully for the manager/shift leader! There is almost ALWAYS one there!

CREW MEMBERS wear red Five Guys T-shirts Five Guys Managers/shift leaders
and hats or visors and red aprons.
Q6: Answer Yes if you see anyone who was not a customer wearing a black shirt OR a red COLLARED shirt.
Answer Yes even if you see more than one.
6. At any time, was an identifiable manager or shift leader (black shirt or red collared shirt) visible? Yes/No
Page 4 of 11
 Q6a: Answer Yes if you saw the manager/shift leader, at any time during your visit and anywhere in the
location, working with, directing, speaking to or otherwise leading the crew members.
6a. If Yes to Q6, was the manager/shift leader (black shirt or red collared shirt) engaging his/her crew and actively
Yes/No/NA
showing leadership (motivating, directing, training, and/or communicating with crew members)?

Q6b: Even if the manager/shift leader never leaves the kitchen area, answer Yes to Q6b if he/she interacted
in ANY way with you or any other customer by making eye contact; talking with customers in the line, at the
counter, at the register, in the dining room or anywhere else.
Answer Yes if the manager/shift leader was taking orders at the register, handing orders to customers at the
counter, or delivering orders to customers in the dining room.
6b. If Yes to Q6, was the manager/shift leader (black shirt or red collared shirt) actively engaging with any customers in
Yes/No/NA
the store?
Q7: Crew members might be taking phone orders on cordless phones that might look like cell phones. Don't
confuse a cordless phone with a cell phone.
7. Were all crew members behaving in a professional and appropriate manner? Yes/No
If No, mark all that apply:
___ a. Sitting on counter
___ b. Using a cell phone
___ c. Engaging in horseplay, explain: ____________________________________________________________
___ d. Using inappropriate language, explain: ______________________________________________________
___ e. Rushing customers because it was nearing closing time
___ f. Yelling or shouting (aside from calling out order numbers)
___ g. Eating while working ***Okay if on break.
___ h. Other _________________________________________________________________________________

If No to Q7, where was/were the crew member(s) when you saw them behaving in an unprofessional/inappropriate
manner? Mark all that apply:
___ a. Kitchen/food prep area
___ b. At register
___ c. Dining area
___ d. Restroom
___ e. Other

Efficient/fast evaluates the crew’s actions/movement, not how long it took to receive your meal.
Enthusiastic crew members will seem interested in what they are doing.
Happy crew members will be smiling and engaged.
*** Which of the following describe the behavior of the crew and the Service you received today? Service was…
(Mark a choice for each of the 5 behaviors below, i.e., if the crew was not unfriendly, then mark "friendly"; if
no one was moving slowly or wasting time, mark "efficient.")
___ efficient ___ slow
___ genuinely happy ___ unhappy
___ enthusiastic/positive ___ unenthusiastic
___ friendly ___ unfriendly
___ courteous ___ rude

Please describe your experience with the crew members and ordering process/service time.
Explain what caused you to answer No to any questions in this section or mark anything in the second
column in the previous question (unenthusiastic, rude, slow, unhappy, or unfriendly). Do not include
comments on past experiences or anything other than Service in this section.
Comments regarding the Service section: _______________________________________________________
_________________________________________________________________________________________

QUALITY

7f. What type of entrée or sandwich did you order? Mark one only:
___ a. Burger (with bun)
___ b. Burger (lettuce wrap and/or bowl)
___ c. Hot Dog
___ d. Veggie Sandwich
___ e. Grilled Cheese
___ f. BLT

Page 5 of 11
 WATCH crew member(s) preparing orders to see if the burgers are being cooked according to the Five Guys
process. Observe as many orders as you can.
A PATTY PRESS is a silver/gray flat press with a handle on top.
The burger grill has three sections and a bread grill. Usually you will see the patties move from section one to section
two to section three. The cook should even out the patties with the patty press, one time only. Crew members
anticipate orders, so you might only see patties that are already in section three. That is OK.

Q8: Five Guys burgers are cooked well done but still juicy. They should not be dry or burnt but should be
cooked completely. Five Guys does not season their burgers. Do not downgrade the taste of your burger
because of a lack of seasoning or if you don’t like your burgers well done. Burgers are placed upside down
in the bottom of the bag with the fries on top. Buns should not be crushed, but may be slightly flat.
8. If you ordered a burger, which of the following best describes the beef on your burger? Mark one only: N/A
___ Cooked completely and juicy
___ Red and/or pink in the middle (undercooked)
___ Dry and/or overcooked
Q9: Choose your rating based on the overall quality, not just the taste. Depending on the number and types,
the toppings may fall out. Do not mark off for this. Do not mark off for bun issues (see Q13).
HOT DOGS: Five Guys serves all-beef hot dogs, split down the middle. Do not mark off for presentation because
your hot dog is cut lengthwise, and do not downgrade the taste because you don't like all-beef hot dogs or aren't
used to them. The hot dog bun may become split down the middle, depending on the toppings added. Do not mark
off for this.
BLT: The BLT is not a hot sandwich. If you add cheese to the BLT, it will not be melted unless you request it to be.
Five Guys only cooks crispy bacon. The bacon is cooked very well-done and should crumble easily when touched or
eaten. Do not mark down for this, even if you prefer your bacon cooked differently.
9. How would you describe the quality of your entrée or sandwich overall? Mark one only:
___ Excellent ___ Good ___ Acceptable ___ Poor
Which of the following best describes your entrée or sandwich today? My entrée or sandwich was…
(Mark all that apply -- please select at least three options.)
___ fresh ___ appetizing ___ cooked properly ___ juicy
___ well-assembled ___ hot ___ neatly wrapped ___ not cooked properly
___ dry ___ not hot ___ sloppy ___ burnt
___ undercooked ___ overcooked ___ not cooked across the ___ falling apart
grill using 3 stages (burgers
only)
___ not cooked using the patty press at all ___ not cooked using the patty press once (burgers only)
(burgers only)
Provide additional information regarding your responses to the entrée or sandwich questions.
Do not include comments on past experiences or anything other than your entrée or sandwich in this
section.
Comments regarding the entrée or sandwich section: _______________________________________________
_________________________________________________________________________________________

Fries
What size fries did you order? Mark one only:
___ a. Little ___ b. Regular ___ c. Large ___ d. I did not specify a size
There should be three very visible steps to the correct process for cooking Five Guys fries: Pre-cooking, hanging,
and final cooking.
In most stores, you will see pre-cooked fries hanging and waiting for the final cooking step.
 Pre-Cooking: The raw fries are in a basket and dropped in the oil.
 Hanging: Once pre-cooked, fries should set for at least 2.5 minutes (and up to two hours) before final cooking.
In newer stores you will notice a hanging rack.
 Final-Cooking: The pre-cooked fries should be dropped back into the oil. During this step the fry cook should
be raising the fry baskets out of the oil and vigorously shaking them. Once the final cooking stage is
completed, the baskets should be taken out of the oil and shaken at least 15 times.
Answer Yes to Q10 if you do not see any fries being cooked.
10. Were fries shaken at least 15 times after the final cooking process? Yes/No
Page 6 of 11
 Q11-12: All sizes of fries should have extra fries in the bag. Large and Regular sizes should have a full extra
scoop and Little Fries should have about 8 to 10 extra fries. This means there will often be fries overflowing
and loose in the bag on top of the entrée/sandwich, the bag may be “greasy,” and the portion will be large.
IMPORTANT!!! Five Guys fries are not considered “crispy.” Five Guys serves boardwalk-style fries, which are
soft inside and firm on the outside, but are not “crispy”, “crunchy,” or hard like other style fries. Perfectly cooked fries
will have a firm outer shell and a mashed-potato-like inside, and should melt like butter on your tongue.
Do not count off based on fry color. All fries are salted. Do not ask for them to be unsalted. Cajun fries have a
generous amount of Cajun seasoning. Fries will have the skins on.

11. Did the quality of the fries meet your expectations? Yes/No
If No, mark all that apply:
___ a. Fries were clumped together
___ b. Fries were undercooked
___ c. Fries were overcooked
___ d. Fries looked greasy and/or limp
___ e. Fries not available
___ f. Other

11b. Did the quantity of the fries meet expectations? Yes/No

If No, mark one only:
___ a. Did not receive an extra scoop of fries (This will be 8-10 extra fries for Little Fries.)
___ b. Fries not available

***Choose your rating based on the overall quality of the fries, not just the taste.
12. How would you describe the quality of your fries overall? Mark one only:
___ Excellent ___ Good ___ Acceptable ___ Poor

Which of the following best describes your fries today? My fries were…
(Mark all that apply -- please select at least three options.)
___ hot ___ fresh ___ appetizing ___ not clumped together
___ a generous portion ___ well-salted ___ firm ___ properly prepared
___ not hot ___ disappointing ___ not overflowing in the bag ___ stale
___ clumped together ___ burnt ___ overcooked ___ undercooked
___ dry ___ soggy ___ limp ___ unevenly cooked
___ mainly small pieces

Provide additional information regarding your responses to the Fries questions. Do not include comments
on past experiences or anything other than your fries in this section.

Comments regarding the Fries section: ___________________________________________________________

__________________________________________________________________________________________
__________________________________________________________________________________________

Q13: The inside of your bun should be lightly toasted. Discreetly LOOK if you are not sure it was toasted.
Evaluate your bun when you first taste your entrée/sandwich as it may get soggy from the condiments.
Any bread is considered a bun. The only time you would not have a bun to evaluate is if you ordered a bun-
less burger (lettuce wrap or burger bowl).

13. If your entrée or sandwich came with a bun, was your bun fresh, toasted, and in good condition? Yes/No
If No to Q13, mark all that apply:
___ a. Bun was stale/not fresh
___ b. Bun was not toasted
___ c. Bun was crushed, torn, and/or broken
___ d. Bun was wet/soggy
___ e. Bun was burnt
___ f. Bun was cold
___ g. Other ________________________________________________________________________________

Do not comment on anything other than the bun in this section.

14. Comments regarding the bun: __________________________________________________________________ N/A
_____________________________________________________________________________________________

Page 7 of 11
 Check your CPI to see if you are assigned to order a milkshake!
Just like with burgers, you can customize your milkshake. The standard milkshake flavor is vanilla. It is a clean, dairy
blend with moderate sweetness and vanilla notes. All milkshakes are 16 ounces. There are 13 different mix-ins you
can add at no additional charge. Milkshakes can come with or without whipped cream.
Properly blended milkshakes should be easily consumed with a straw and not with a spoon. Once handed to you, a
straw should be able to stand in the middle by itself. Milkshakes should have a uniform color throughout. Milkshakes
may be ready before or after your meal is ready.
Do not mark off for flavor due to your topping/flavor combination. Your milkshake should be consumed and assessed
as soon as you receive it. Please note that, depending on the mix-ins, selecting more than two mix-ins may
cause your milkshake to be thinner. Do not mark off for this.

14a. Did you order a milkshake? ***If No, skip Q14b-f. Yes/No

14b. What flavor of milkshake/mix-ins did you order? Mark all that apply: N/A
___ a. Vanilla ___ b. Chocolate ___ c. Coffee ___ d. Cherry
___ e. Strawberry ___ f. Peanut Butter ___ g. Malted Milk ___ h. Salted Caramel
___ i. Banana ___ j. Double Stuf Oreo/Oreo Crème/Oreo Cookie ___ k. Bacon
___ l. Other flavor: ____________________________________________________________________________

14c. How would you describe the quality of your milkshake overall? Mark one only: N/A
___ Excellent ___ Good ___ Acceptable ___ Poor

14d. If you marked "Good," "Acceptable," or "Poor" for Q14c, mark all that apply: N/A
___ a. Milkshake did not have enough flavor
___ b. Milkshake was not sweet enough
___ c. Milkshake consistency was too thin -- straw was not able to stand up in the middle of the shake by itself
___ d. Milkshake consistency was too thick -- I was not able to drink it with a straw and had to use a spoon
___ e. Milkshake was not well mixed -- color was not consistent/uniform throughout
___ f. Other: ________________________________________________________________________________

14f. Comments regarding the Milkshake: ______________________________________________________________

CLEANLINESS

Crew Members

Q15: The cooks should ALWAYS change gloves after handling raw meat. Employees switching from
prepping toppings to handling fries do not need to change their gloves.
 Gloves NEED TO BE CHANGED after handling raw meat, picking up something off the floor, touching a
trash bin, or touching a customer's order after it was already given to the customer.

15. Were all crew members observed wearing latex gloves? If No, mark all that apply: Yes/No
___ a. Kitchen crew member(s) seen without latex gloves
___ b. Crew member(s) did not change gloves when moving from a non-food task to a food task
___ c. Cook did not change latex gloves after handling raw beef

15a. If kitchen crew member(s) were seen without latex gloves, what were they doing at the time? Mark all that apply: N/A
___ a. Handling raw beef
___ b. Handling fries
___ c. Prepping burgers/orders
___ d. Other activity - Describe in detail what you saw -- describe the crew member(s) you saw and what the crew
member(s) were doing at the time: ________________________________________________________________

Q16: Crew members should wear shirts and hats/visors with the Five Guys logo on them. They should also
be wearing red aprons, except when in the dining room. No one should be wearing a name tag! Do not
evaluate non-Five Guys crew members, e.g., vendor or delivery man.

Exceptions: Crew members on break, arriving/leaving, taking out trash, or cleaning restrooms do not need to wear an
apron. Crew members may wear religious headwear in place of a Five Guys hat or visor. Hats/visors do not need to
be worn while on break or arriving/leaving.

16. Were all crew members wearing the required Five Guys uniform of a Five Guys shirt, hats/visor, red apron, and NO Yes/No
name tags?

Page 8 of 11
 If No, mark all that apply: ***Don't mark off for no apron if the crew member was in the dining room at the time.
___ a. One or more without a Five Guys shirt
___ b. One or more without a Five Guys hat/visor
___ c. One or more without a red apron while behind the counter
___ d. One or more with a name tag - what did the name tag(s) say? _____________________________________
___ e. One or more wearing an apron in the dining room

16a. If No to Q16 with a-e selected, what were the crew members doing? Mark all that apply: N/A
___ a. Prepping food/working in the kitchen ___ e. Cleaning restroom
___ b. Running a cash register/assisting customers with ___ f. Taking a break
orders ___ g. Arriving/leaving
___ c. Cleaning the lobby/dining area ___ h. Other activity
___ d. Taking out trash

17. Did crew members present themselves with a clean and orderly appearance? Yes/No
If No, mark all that apply:
___ a. Dirty or stained clothing and/or hat ___ d. Unclean hands
___ b. Wrinkled clothing or apron ___ e. Ungroomed/unkempt
___ c. Dirty or stained apron(s)

Q18-19 are N/A if your location is in an enclosed mall or a food court.

Evaluate Q18-19 if the location has its own dining area, including if it is in a “strip” mall (with the stores
arranged in a row facing the street/parking lot).

*** Do not evaluate for napkins, they are at the front counter.
*** Ketchup packets AND at least one ketchup dispenser that has ketchup in it should be present if available
at the condiment area.
*** If items are missing from the condiment and drink area but available upon request, do not mark off for
them. Don't mark off if the area is closed because of the coronavirus.

18. Was the condiment and drink area fully stocked, functional, and clean? Yes/No/NA
If No, mark all that apply:
___ a. Spills on counter
___ b. Litter on counter
___ c. One or more fountain drinks not working/unavailable *** Mark this only if it was reported to a crew member
and it was not fixed right away.
___ d. No ice available ***Check ALL ice machines. Only mark off if you could not get ice out of ANY of the machines.
___ e. No straws available
___ f. No drink lids available for one or more sizes
___ g. No ketchup packets available
___ h. No salt available
___ i. Empty ketchup dispenser *** Mark this only if all ketchup dispensers were empty.
___ j. Missing cups for ketchup
___ k. No malt vinegar available
___ l. Other _________________________________________________________________________________

Q19: Peanuts and shells are acceptable on the floor if not excessive. Do not report cleanliness issues that
you saw corrected! For example, if you saw a crew member sweeping, do not mark off for floor cleanliness.
Some tables and chairs might be stacked up/put away to ensure social distancing in the dining area. If this is
the case, they should be put away in an organized manner.
California stores use energy-saving light bulbs that appear to dim when movement is not detected. Do not
count off for lights dimming if you are shopping a California store.
Restroom lighting is evaluated under Q25.
19. Was the dining area clean and presentable (with tables and chairs that were not being used put away in an Yes/No/NA
organized manner) and well lit?
If No, mark all that apply:
___ a. One or more tables in dining area not clean
___ b. Dining area floor dirty, sticky, or littered, except for peanut shells
___ c. Interior trash can(s) full or damaged ***A trash can is full if you cannot get your trash in.
___ d. One or more lights burned out or turned off
___ e. One or more light bulbs missing
___ f. One or more light bulbs flickering
___ g. Tables/chairs not in use were not put away or organized
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19b. If No to Q19a with option d/e/f selected, where did you notice lights out or not working properly? Mark all that apply:
___ a. Entryway ___ b. Dining area ___ c. Kitchen/food prep area

***No Questions 20-22.

Q23: Stores may place a piece of flat cardboard on the floor in front of the fryers to reduce grease spills and
slips and falls. This is not considered litter. A few fries are acceptable on the floor if not excessive.

23. Did the kitchen area appear clean? Yes/No

If No, mark all that apply:
___ a. Food fallen on floor (a handful of fries is OK) ___ d. Dirty counters
___ b. Litter on floor ___ e. Cluttered counters
___ c. Littered counters

Q23a: Answer Yes to Q23a if you see any crew members getting ready to close BEFORE the store’s
stated/posted closing time.
Sweeping is okay as long as it’s not disturbing you or other customers. Mopping is not okay if the crew
member has the big bucket of water and is mopping the entire floor for the evening.

23a. Late Dinner Shop Only: Did you see any signs of the crew members getting ready for closing 30 minutes prior to Yes/No/NA
the store’s stated closing time?
If Yes, mark all that apply:
___ a. Mopping floors
___ b. Stacking chairs
___ c. Bun portion of the grill shut down
___ d. Exterior "Open" sign was turned off and/or doors were locked
___ e. Other portion of the grill shut down (not the bun portion)
___ f. Rolling up rugs
___ g. Turning customers away/telling customers the restaurant is closed
___ h. Other _________________________________________________________________________________

If Yes to Q23a, at what time did the crew members start getting ready for closing? ___:___ AM/PM N/A
FLAG: If Yes to Q23a, what is the store's stated closing time? ___:___ AM/PM N/A

Q24-31 are usually N/A if the location is an enclosed mall or a food court.
Evaluate Q24-26 if the location has its own bathroom and it was open to customers,
even if the location is in a mall.

24. Was the restroom clean? If No, mark all that apply: Yes/No/NA
___ a. Floor dirty/littered ___ c. Sink/counter/mirror dirty/littered
___ b. Toilet/urinal dirty ___ d. Trash cans were full/overflowing

25. Was the restroom well stocked, in good working order, without graffiti, and maintained? Yes/No/NA
If No, mark all that apply:
___ a. No toilet paper ___ f. Sink or faucet not working (no water)
___ b. No soap ___ g. Graffiti present
___ c. Nothing to dry hands with ___ h. One or more restroom lights flickering or burned out
___ d. Door lock/Stall lock not working ___ i. Mirror broken or missing
___ e. Toilet/urinal broken

26. Did the restroom smell clean? Yes/No/NA

Exterior
27. Were the parking lot, sidewalk, landscaping directly in front of the restaurant, and the Five Guys outdoor seating area Yes/No/NA
(if there was one) free from excessive litter?

28. If exterior trash cans were present, did they have room for more trash? Yes/No/NA

29. Were the doors and windows clean (free of smudges, noticeable fingerprints, dirt) or being cleaned? Yes/No/NA

30. If after dark, were the parking lot and store signage well lit? Yes/No/NA
If No, mark all that apply:
___ a. Lot lights not turned on ___ c. Store signage not turned on
___ b. Several lot lights not working properly ___ d. Store signage not working properly

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 Q31: Check the sidewalk outside the front door. Grease tracked out of the
restaurant from customers’ shoes may cause a noticeable mark/stain on the
sidewalk (see picture).

ONLY ANSWER NO IF the mark is dark in color, clearly looks like grease, and the
color looks fairly close to the photo at right.
If the grease mark does not look like the one in the photo at right (in terms of
color), answer Yes to Q31.

31. Was the sidewalk in front of the front door free of obvious, heavy grease marks? Yes/No/NA
31aa. If No to Q31, where did you see the grease mark(s), and what did it look like (how big, what color, etc.)?
Explain: ____________________________________________________________________________________

Which of the following best describes the interior of the restaurant today? The restaurant… (Mark all that apply:)
___ had a pleasant atmosphere ___ was well-maintained ___ was clean
___ was dirty ___ had smudged doors/windows ___ had burned out lights
___ had a slippery floor ___ had a sticky floor

Which of the following best describes the restroom today? The restroom… (Mark all that apply:)
___ was clean ___ was well-stocked with supplies ___ had a sticky floor
___ had a slippery floor ___ had a dirty floor ___ was missing supplies
___ was dirty

Provide additional information regarding your responses to the cleanliness questions above. Explain if you
saw any cleanliness issues being corrected during your shop.
Do not include comments on past experiences or anything other than cleanliness in this section.
Comments regarding the Cleanliness section: _____________________________________________________
CUSTOMER SATISFACTION
32. Did you witness or experience any exceptional acts of customer service during your visit today? Yes/No
Explain Yes and what the employee was doing at the time: __________________________________________

Q32b-35: Do not compare this Five Guys to other locations, other places where you’ve eaten, or previous
visits to this location. Evaluate this experience only.
32b. On a scale of 1 to 5, how satisfied were you with your overall experience on this visit to Five Guys today? Mark one only:
___ 5 (Very satisfied) ___ 4 (Satisfied) ___ 3 (Somewhat satisfied)
___ 2 (Somewhat dissatisfied) ___ 1 (Not at all satisfied)

33. Overall, how enthusiastic did you feel the crew members were about working at Five Guys today on a scale of 1 to 5?
Mark one only:
___ 5 (Very enthusiastic) ___ 4 (Enthusiastic) ___ 3 (Somewhat enthusiastic)
___ 2 (Somewhat unenthusiastic) ___ 1 (Not at all enthusiastic)
33aa. If you gave a rating of 4 or less to Q33, what could the location have done to have earned a rating of 5?
Explain: ___________________________________________________________________________________

Q34-35: Do not consider price, parking, or the distance from your home in your rating or explanation. Select
your rating based on service, quality, and cleanliness.
Q35: Do not mark down because you personally never recommend restaurants to others. If you DID make
recommendations, would you recommend this location?

34. On a scale of 1 to 5, how likely are you to RETURN to this location in the future, based on the quality of the food (by Five Guys’
standards), the cleanliness of the store, and the friendliness of the crew during your visit today? Mark one only:
___ 5 (Very likely) ___ 4 (Likely) ___ 3 (Somewhat likely)
___ 2 (Somewhat unlikely) ___ 1 (Not at all likely)

35. On a scale of 1 to 5, how likely are you to RECOMMEND this location in the future, based on the quality of the food (by Five
Guys’ standards), the cleanliness of the store, and the friendliness of the crew during your visit today? Mark one only:
___ 5 (Very likely) ___ 4 (Likely) ___ 3 (Somewhat likely)
___ 2 (Somewhat unlikely) ___ 1 (Not at all likely)
35a. Optional: If you gave a rating of 4 or less to any of Q34-35, what could the location have done to have earned a
rating of 5? Explain: _________________________________________________________________________

36. Thoroughly explain why you gave the ratings you did and describe your overall experience: _________________
__________________________________________________________________________________________
THANK YOU!
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12/29/2023
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