Checklist template

Delivery and mobile order pickup for quick-service restaurants

A ready-to-use checklist with 99 items in 6 sections, covering Order receipt and tablets, Preparation and timing, Packaging and sealing, Pickup shelf and handoff, Courier conduct and waiting area, Refunds, complaints and performance. Use it as-is in Bindy, or adapt it to your own standards in minutes.

  • 6 Sections
  • 99 Items
  • 78 Yes / No checks
  • 6 Scored ratings
  • 108 Points

Use this template How audits work

1. Order receipt and tablets 18 items

  1. Every delivery platform used by the site is online and accepting orders during opening hours Yes / No 1 pt
  2. Delivery tablets or the integrated order system are powered, charged and connected Yes / No 1 pt
  3. Order alerts are audible in the kitchen Yes / No 1 pt
  4. New orders are acknowledged within the time standard Yes / No 1 pt
  5. Average time to acknowledge a new order during the visit (seconds) Number
  6. Delivery orders flow into the point-of-sale and kitchen display without manual re-entry, or re-entry is checked by a second person Yes / No 1 pt
  7. Opening hours on each platform match the actual opening hours Yes / No 1 pt
  8. Menus and prices on each platform match the approved delivery menu Yes / No 1 pt
  9. Items that are out of stock are marked unavailable on every platform Yes / No 1 pt
  10. Items marked unavailable are restored when stock returns Yes / No 1 pt
  11. Platforms are paused only with manager approval and are reactivated promptly Yes / No 1 pt
  12. Preparation time settings on each platform reflect current kitchen capacity Yes / No 1 pt
  13. Mobile app orders are fired at the right time for the customer's arrival or pickup time Yes / No 1 pt
  14. Special instructions and allergy notes on digital orders are read and followed Yes / No 1 pt
  15. Tablet logins are restricted to authorized employees Yes / No 1 pt
  16. Delivery platforms active at this site Short text
  17. Number of platforms paused at the time of the visit Number
  18. Menu accuracy across delivery platforms Rating
    • Fully accurate 5 pts
    • Minor differences 3 pts
    • Significant errors 1 pt

2. Preparation and timing 16 items

  1. Digital orders are prepared in sequence with counter and drive-thru orders according to the company standard Yes / No 1 pt
  2. A dedicated position or person is assigned to digital orders during peak periods Yes / No 1 pt
  3. Orders are ready by the quoted pickup time Yes / No 1 pt
  4. Average time from order received to order ready during the visit (minutes) Number
  5. Hot items are prepared as close to pickup as possible Yes / No 1 pt
  6. Hot and cold items are held separately until handoff Yes / No 1 pt
  7. Orders waiting for pickup are held in heated or ambient units according to the product standard Yes / No 1 pt
  8. Orders waiting longer than the maximum hold time are remade Yes / No 1 pt
  9. Fried items are packaged to stay crisp, in vented packaging where specified Yes / No 1 pt
  10. Beverages are prepared last Yes / No 1 pt
  11. Frozen desserts and shakes are prepared when the courier or customer arrives Yes / No 1 pt
  12. Large or catering orders are flagged to the manager when received Yes / No 1 pt
  13. Kitchen display screens show digital orders with their channel and promised time Yes / No 1 pt
  14. Delays are communicated to the customer or platform using the delay function Yes / No 1 pt
  15. Number of orders ready after the promised time during the visit Number
  16. On-time readiness of digital orders observed Rating
    • All on time 5 pts
    • Most on time 3 pts
    • Frequently late 1 pt

3. Packaging and sealing 17 items

  1. Every item is checked against the receipt before the bag is closed Yes / No 1 pt
  2. A second person checks orders above the size set by company policy Yes / No 1 pt
  3. Each bag is closed with a tamper-evident seal or sticker Yes / No 1 pt
  4. The order receipt or label with name and order number is attached to the outside of the bag Yes / No 1 pt
  5. Multiple bags for one order are labelled, for example 1 of 2 Yes / No 1 pt
  6. Hot and cold items are packed in separate bags Yes / No 1 pt
  7. Beverages are sealed with lids, and with seals or stickers where specified Yes / No 1 pt
  8. Beverages are packed in carriers that prevent tipping Yes / No 1 pt
  9. Sauces, condiments and cutlery are included as ordered Yes / No 1 pt
  10. Single-use cutlery, straws and napkins are provided only as ordered where required by local bylaw Yes / No 1 pt
  11. Packaging is the approved delivery packaging and is clean and undamaged Yes / No 1 pt
  12. Bags are not overfilled and are packed with heavy items at the bottom Yes / No 1 pt
  13. Allergy orders are packed separately and identified Yes / No 1 pt
  14. Promotional inserts or coupons are included when specified Yes / No 1 pt
  15. Number of orders checked for accuracy during the visit Number
  16. Number of checked orders with a missing or incorrect item Number
  17. Packaging presentation Rating
    • Neat and secure 5 pts
    • Acceptable 3 pts
    • Poor 1 pt

4. Pickup shelf and handoff 16 items

  1. A designated pickup area for mobile and delivery orders is clearly signed Yes / No 1 pt
  2. The pickup area is clean, organized and separate from the counter queue Yes / No 1 pt
  3. Orders are placed on the pickup shelf in order and with labels facing out Yes / No 1 pt
  4. The pickup shelf is within view of an employee or is otherwise supervised Yes / No 1 pt
  5. The employee confirms the order name or number before handing over an order Yes / No 1 pt
  6. Couriers show the order on their device before receiving it Yes / No 1 pt
  7. Orders are handed over within the time standard after the courier or customer arrives Yes / No 1 pt
  8. Average wait for couriers after arrival during the visit (minutes) Number
  9. Orders are marked as picked up or handed off in the system Yes / No 1 pt
  10. Curbside or parking-stall pickup orders are delivered to the vehicle within the time standard Yes / No 1 pt
  11. Curbside pickup stalls are signed, numbered and kept free Yes / No 1 pt
  12. Drive-thru pickup of mobile orders follows the company procedure and does not delay the lane Yes / No 1 pt
  13. Customers picking up mobile orders are greeted and thanked Yes / No 1 pt
  14. Uncollected orders are handled according to the company procedure Yes / No 1 pt
  15. The order status screen is working and accurate where installed Yes / No 1 pt
  16. Customer experience at mobile order pickup Rating
    • Fast and friendly 5 pts
    • Acceptable 3 pts
    • Slow or confusing 1 pt

5. Courier conduct and waiting area 14 items

  1. A waiting area for couriers is designated and does not block customers Yes / No 1 pt
  2. Couriers are greeted and treated with respect Yes / No 1 pt
  3. Couriers use insulated delivery bags Yes / No 1 pt
  4. Courier delivery bags appear clean Yes / No 1 pt
  5. Couriers do not enter food preparation areas Yes / No 1 pt
  6. Couriers have access to washrooms according to provincial rules and company policy Yes / No 1 pt
  7. Parking or standing space for couriers is designated and signed Yes / No 1 pt
  8. Courier vehicles and bicycles do not block the drive-thru lane, fire lane or accessible spaces Yes / No 1 pt
  9. Courier behaviour problems are reported to the platform Yes / No 1 pt
  10. Employees do not hand orders to a courier who cannot show the matching order Yes / No 1 pt
  11. Courier wait times are monitored Yes / No 1 pt
  12. In-house delivery drivers, where used, have a valid licence, insurance and a delivery safety briefing on file Yes / No 1 pt
  13. Number of couriers waiting at the time of the visit Number
  14. Courier congestion in the lobby during the visit Rating
    • None 5 pts
    • Moderate 3 pts
    • Disruptive 1 pt

6. Refunds, complaints and performance 18 items

  1. Platform ratings and feedback are reviewed at least weekly Yes / No 1 pt
  2. Average customer rating across delivery platforms Number
  3. Order accuracy rate reported by the platforms for the last period (%) Number
  4. Number of missing or incorrect item claims in the last 7 days Number
  5. Missing and incorrect item claims are reviewed for their cause Yes / No 1 pt
  6. Refund and chargeback claims from platforms are checked and disputed when unjustified Yes / No 1 pt
  7. Platform payouts are reconciled with sales reports Yes / No 1 pt
  8. Cancelled orders are recorded with a reason Yes / No 1 pt
  9. Customer complaints about delivery are answered within the required time Yes / No 1 pt
  10. Complaints are escalated to head office or the franchisee according to policy Yes / No 1 pt
  11. Food safety complaints linked to a delivery order follow the incident procedure Yes / No 1 pt
  12. Delivery sales and performance results are shared with the team Yes / No 1 pt
  13. Corrective actions from the previous delivery review have been completed Yes / No 1 pt
  14. Employees are trained on the delivery and mobile order procedures Yes / No 1 pt
  15. Date of the previous delivery and mobile order review Date
  16. Name of the manager on duty Short text
  17. Overall delivery and mobile order execution Rating
    • Strong 5 pts
    • Adequate 3 pts
    • Weak 1 pt
  18. Corrective actions required Comments

About this template

This checklist is part of the Bindy template library. Yes / No checks score 1 point when met; ratings score the points shown for each option. The overall score is the percentage of points earned, with N/A answers excluded. In Bindy you can add photos, assign corrective actions, require sign-off and compare results across sites.

Categories

Related templates

← All templates

Brand standards

At every site, every time

Start Free Contact us