You can pick-up dinner, grab a coffee, do your banking and, at least in Las Vegas…get married all at the drive-thru!  Customers value the convenience and speed of service of drive-thrus.  Below, a list of criteria for auditing drive-thrus and making sure your guests always have a positive experience.

Methodology: This checklist was compiled from publicly available sources and moderated using industry research and our experience with the retail and service industries.

Drive-thru Lane

  1. Is the drive-thru lane easily located and clearly marked?
  2. Are the painted drive-thru lane arrows easily visible and clearly marked?
  3. Do the lights automatically come on after dusk and the lane well lit?
  4. Is all lane lighting in good working order?
  5. Is the drive-thru lane free of litter?
  6. Is a garbage container available prior to driving up to the menu boards?
  7. Are the garbage containers in good condition and not overflowing?
  8. Is the garbage can easy to access without getting out of the car?
  9. Is the drive-thru lane free of graffiti?
  10. Is the drive-thru lane free of damage to curbing?
  11. Is the drive-thru landscaping free from trash?
  12. Is the drive-thru landscaping free from dead plants and/or shrubs?

Drive-thru menu boards/signs

  1. Are all drive-thru menu boards/signs and speaker posts clean and in good condition?
  2. Are all drive-thru menu boards/signs and speaker free from dirt and mildew?
  3. Are all drive-thru menu boards/signs and speaker free from obvious cracks or damaged lenses?
  4. Are all drive-thru menu boards/signs and speaker free from visible tape and/or stickers?
  5. Are all drive-thru menu boards/signs and speaker free from hand written signs?
  6. Is the menu board well lit?
  7. Are the menu board pictures well-presented and not faded?
  8. Is the speaker free from obvious visible damage?
  9. Is the pickup window clean and the area free of handwritten signs?
  10. Is the pickup window clean?

Employees

  1. Are all employees at the drive-thru window(s) appear presentable and in proper uniform?
  2. Are all employees at the drive-thru window(s) wearing a name tag?
  3. At the pickup window, is the cashier organized and efficient?

Service

  1. Are you greeted politely, within 5 seconds after you stopped at the menu board speaker?
  2. At the speaker, are you offered an additional item and told about the current promotion?
  3. At the speaker, is the cashier repeating your order to confirm?
  4. After the order is confirmed, is the cashier giving you the total?
  5. After being given the total, are you asked to drive around to the window?
  6. At the pickup window, is the cashier smiling and repeating the correct total?
  7. Did you receive your order within 120 seconds of stopping at the pick-up window?
  8. How long did it take for you to receive your order? Minutes: ___ Seconds: ___
  9. Are you sincerely thanked when you were handed your order?
  10. Are each items of your order in the correct packaging?
  11. Are napkins included with your order?
  12. Is a receipt included with your order?
  13. Is the order free from spills and leaks?
  14. Is the order 100% accurate?

 

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