This ZNH/HZ Ops SOS Mystery Shop checklist is designed for quick-service restaurant evaluations focused on the drive-thru. It guides shoppers to assess greeting speed, friendliness, and promotional suggestions, plus order repetition, totals, and payment flow. It checks cleanliness of menu boards and windows, whether pull-forward is requested, and the reason given. Food quality criteria include correct packaging, order accuracy, temperature and freshness of chicken, shrimp, sandwiches, sides, biscuits, and drink quality. Timing metrics capture total time, cars ahead, and average time per car.
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