Checklist template

Restaurant - QSR | Secret Shopper

A ready-to-use checklist with 79 items in 7 sections, covering Drive-Thru & Exterior Impressions, Counter Greeting & Ordering, Speed of Service & Transaction, Order Accuracy & Packaging, Food Quality & Temperature, Dining Room & Condiment Station and more. Use it as-is in Bindy, or adapt it to your own standards in minutes.

  • 7 Sections
  • 79 Items
  • 71 Yes / No checks
  • 7 Scored ratings
  • 760 Points

Use this template How audits work

1. Drive-Thru & Exterior Impressions 11 items

  1. Is the parking lot and drive-thru lane clean and free of trash? Yes / No 10 pts
  2. Is the exterior brand signage fully illuminated and clean? Yes / No 8 pts
  3. Are external trash cans empty and free of lingering odors? Yes / No 7 pts
  4. Is the drive-thru menu board clear, well-lit, and undamaged? Yes / No 10 pts
  5. Is the drive-thru speaker box clear and free of audio static? Yes / No 10 pts
  6. Was the shopper greeted at the speaker within 5 seconds of pulling up? Yes / No 12 pts
  7. Did the speaker associate offer a specific promotional item or combo upgrade? Yes / No 10 pts
  8. Was the order repeated back clearly before the shopper pulled forward? Yes / No 10 pts
  9. Was the pickup window area wiped clean with zero grease/smudges? Yes / No 8 pts
  10. Is the landscaping neat and welcoming to arriving vehicles? Yes / No 5 pts
  11. Exterior Appeal: Rating
    • Excellent 10 pts
    • Fair 5 pts
    • Poor 0 pts

2. Counter Greeting & Ordering 11 items

  1. Was the shopper acknowledged within 10 seconds of reaching the counter? Yes / No 12 pts
  2. Did the cashier make direct eye contact and smile during the greeting? Yes / No 10 pts
  3. Was an enthusiastic, brand-approved greeting used? Yes / No 12 pts
  4. Are cashiers and lane staff wearing clean, complete uniforms with name tags? Yes / No 8 pts
  5. Did the counter associate suggest a specific side, beverage, or dessert upgrade? Yes / No 10 pts
  6. Was the transaction total stated clearly before the shopper paid? Yes / No 8 pts
  7. Did the cashier ask if the order was for "here" or "to-go"? Yes / No 7 pts
  8. Was a receipt provided automatically along with an order number? Yes / No 8 pts
  9. Did staff appear approachable rather than huddled or checking phones? Yes / No 15 pts
  10. Was the cash register/POS area free of loose papers or personal items? Yes / No 10 pts
  11. Front Counter Service: Rating
    • Fast & Friendly 10 pts
    • Order Taker Only 5 pts
    • Ignored 0 pts

3. Speed of Service & Transaction 11 items

  1. Was the order placement process completed in under 60 seconds? Yes / No 12 pts
  2. Was the total wait time for food delivery under 3 minutes? Yes / No 15 pts
  3. Did the expiter/bagger confirm the order items at hand-off? Yes / No 10 pts
  4. Was the receipt handed over professionally rather than dropped in a bag? Yes / No 7 pts
  5. If a delay occurred, did staff proactively communicate the wait time? Yes / No 10 pts
  6. Was the transaction processed quickly with zero card reader errors? Yes / No 8 pts
  7. Did the change or digital receipt confirmation happen instantly? Yes / No 8 pts
  8. Was the food handed over with a pleasant closing remark (e.g., "Enjoy your meal")? Yes / No 12 pts
  9. Did the staging line move continuously without visible operational bottlenecks? Yes / No 13 pts
  10. Was the pick-up counter clean and free of spilled drinks or crumbs? Yes / No 5 pts
  11. Service Speed Rating: Rating
    • Target Met 10 pts
    • Minor Delay 5 pts
    • Slow Service 0 pts

4. Order Accuracy & Packaging 11 items

  1. Is the order content a 100% match to the printed receipt? Yes / No 20 pts
  2. Were any requested modifications (e.g., no onions) executed accurately? Yes / No 15 pts
  3. Are heavy items packed flat at the bottom of the bag to prevent crushing? Yes / No 8 pts
  4. Is food wrapped neatly with no exposed ingredients or leaking sauces? Yes / No 10 pts
  5. Are hot items separated from cold items (e.g., milkshakes) in the bag? Yes / No 10 pts
  6. Did the bag contain the correct amount of napkins based on order size? Yes / No 5 pts
  7. Were required utensils (forks, spoons) included without having to ask? Yes / No 7 pts
  8. Are sauce packets or condiments included exactly as requested? Yes / No 8 pts
  9. Is the bag sealed or folded securely to maintain product temperature? Yes / No 7 pts
  10. Did the exterior of the packaging remain free of grease streaks? Yes / No 10 pts
  11. Accuracy & Packaging: Rating
    • Perfect 10 pts
    • Errors Noted 0 pts

5. Food Quality & Temperature 11 items

  1. Are hot entrees (burgers, chicken, fries) served piping hot? Yes / No 15 pts
  2. Are cold items (salads, dairy, drinks) chilled and crisp? Yes / No 12 pts
  3. Is the food presentation appealing and close to menu photography standards? Yes / No 10 pts
  4. Are fried items crispy and completely free of pooling grease? Yes / No 12 pts
  5. Are beverage carbonation and syrup levels balanced correctly (not watery)? Yes / No 8 pts
  6. Is bread/bun fresh, soft, and properly toasted (not stale or soggy)? Yes / No 10 pts
  7. Are portions consistent and spread evenly across the item? Yes / No 8 pts
  8. Is the food flavor profile fresh, seasoned correctly, and free of off-tastes? Yes / No 15 pts
  9. Are ice levels in the fountain drink matching standard fill levels? Yes / No 5 pts
  10. Is the food easy to eat while on the go (properly assembled)? Yes / No 5 pts
  11. Quality Score: Rating
    • Delicious/Fresh 10 pts
    • Substandard 0 pts

6. Dining Room & Condiment Station 12 items

  1. Are open tables wiped completely clean and free of sticky residue? Yes / No 12 pts
  2. Are dining room floors swept clean with no dropped food or wrappers? Yes / No 10 pts
  3. Is the self-serve condiment bar fully stocked with lids, straws, and napkins? Yes / No 10 pts
  4. Is the condiment counter dry and free of spilled liquids/sticky rings? Yes / No 8 pts
  5. Are dining room trash bins less than 75% full and doors clean? Yes / No 10 pts
  6. Is the dining room air temperature comfortable and smoke-free? Yes / No 7 pts
  7. Are restaurant chairs and booths clean and free of crumbs? Yes / No 10 pts
  8. Is the tray return station neat, organized, and cleared regularly? Yes / No 8 pts
  9. Are "Wet Floor" signs posted immediately if mopping or a spill occurs? Yes / No 10 pts
  10. Is the background lighting functional with no flickering bulbs? Yes / No 5 pts
  11. If visible, is the digital menu board text clear and fully operational? Yes / No 10 pts
  12. Dining Room Status: Rating
    • Clean & Inviting 10 pts
    • Attention Needed 0 pts

7. Restroom Cleanliness & Exit 12 items

  1. Is the restroom floor clean, dry, and free of pooling water? Yes / No 15 pts
  2. Are hand soap dispensers functional and adequately filled? Yes / No 10 pts
  3. Are paper towels stocked or is the electric hand dryer functional? Yes / No 10 pts
  4. Is toilet paper fully stocked on the dispensers? Yes / No 12 pts
  5. Are toilets, urinals, and sinks clean and free of visible stains? Yes / No 15 pts
  6. Is the restroom trash can un-overflowing and the liner tidy? Yes / No 8 pts
  7. Is the restroom mirror clean and free of water splashes? Yes / No 5 pts
  8. Is there a fresh, clean scent with zero foul odors present? Yes / No 10 pts
  9. Is the hourly restroom cleaning log signed and current? Yes / No 10 pts
  10. Did departing staff say goodbye or thank the shopper upon exit? Yes / No 5 pts
  11. Restroom Hygiene: Rating
    • Sanitary 10 pts
    • Unacceptable 0 pts
  12. QSR secret shopper narrative notes: 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.

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