Restaurant:

Through the guests eyes Served by: Date: / / Time:

First Contact - Deciding to come Y/N/NA Comments
Signage clear and visible (lights on)?
Garden/carpark free of weeds/rubbish/cigarette butts?
Outdoor seating area inviting and free of litter?
Rubbish bins clean and usable?
Windows clean and free of marks?
Hours of operation displayed and correct?
Front door glass free of finger prints/marks?
Would you go in?
Landing Zone - Deciding to stay Y/N/NA Comments
Welcomed/acknowledged within 3 seconds of entry?
Length of queue looks reasonable?
Staff look professional?
Restaurant smells good?
Restaurant looks clean?
Air temperature comfortable?
Music appropriate?
Would you stay?
The Decider - What to order Y/N/NA Comments
Menu easy to read?
Can you see extra signage promoting add-ons, extras or specials?
Drinks fridge clearly visible, full and appealing?
Can you see bread baking?
Counter glass clean?
Does the sandwich unit look fresh and appealing?
Are you ready to order?
The Main Event - Have it created your way Y/N/NA Comments
At the counter did the staff smile and make you feel welcome?
Was the bread you wanted available?
Did staff repeat back your order instructions?
When toasting, did the staff engage you in conversation?
Staff treated your food with respect and made suggestions as needed?
Were you offered add-ons? (cheese, bacon, avocado)
Were you asked for a final approval of your product?
Cookie display full and tempting?
Offered a drink and/or cookie?
Did the staff prioritise pickup orders?
Were you asked to scan a Subcard and review rewards, or download the App?
Were you given a receipt & asked to do a survey?
Were you thanked?
Did you get exactly what you wanted?
Let’s Eat - Enjoying your meal Y/N/NA Comments
Was the meal exactly what you expected?
Would you recommend this restaurant to your friends?
How would you rate the look and taste of the meal? /10
How would you rate the overall guest experience? /10
Would you come back?
Total Result % = Y / (60 – NA) %