Scoresheet PH 2013 Ver Apr'13

FOOD ITEMS LOCATION
PH Dine-In Service
CHAMPSCHECK
Yum Restaurants International
Date: Greeting SS: Server Name:
Daypart: Drinks MM:SS:
Version Period Starter MM:SS:
1-Oct-11 Main Meal MM:SS:
HOSPITALITY 103
GREETING - MOT 1
15 1H01 Were you welcomed with a warm smile and eye contact? YES NO
Chose the number that best represents the smile you received.
1H01-01 No welcoming smile provided.
1H01-02 No welcoming eye contact.
5 1H02 Were you welcomed with a friendly comment? YES NO

1H02-01 No welcoming comment made.
1H02-02 Welcoming comment not friendly.
1H02-04 Welcoming voice not clear. Couldn't understand them.
1H02-05 Body language not welcoming.
SEATING - MOT 2
2 2H43 If you asked for a specific (size-appropriate) table, was your request accommodated (if available)? YES NA NO
2H43-01 Table choice not accommodated.
2 2H44 Were menu cards opened and individually handed to each guest? YES NO
2H44-01 Menus not handed to each customer.
2H44-02 Menu not opened
2 2H45 Did the host introduce the server or mention what happens next? YES NA NO
2H45-01 Host did not introduce server or say what happens next.
TAKING THE ORDER - MOT 3
15 3H01b Did the server greet you with a warm smile and eye contact? YES NO
3H01b-01 Server offered no smile.
3H01b-02 Server made no eye contact.
2 3H05a Did your server introduce themself by name? YES NA NO

3H05a-01 Server did not introduce themself.
Hospitality
2 3H07 Did they make at least one menu suggestion YES NO
3H07-01 No menu suggestions made.

2 3H09 Did they satisfactorily answer any questions? YES NA NO
3H09-01 Couldn't describe menu item.
3H09-02 Couldn't answer question.
3H09-03 Answer to my question was not polite.
2 3H08 Were you offered dessert or dessert menus and coffee/tea at the end of your meal? YES NO
3H08-01 Dessert or Dessert menu not offered.
3H08-02 Coffee / tea not offered.
3H08-03 Dessert/menu/coffee offer was too early in meal.
SERVING THE ORDER - MOT 4, 5, 6 & 8
2 4H29 Were items announced while serving to the correct customer or placed appropriately for sharing? YES NO
4H29-01 No food or beverage was announced.
4H29-02 Special order was not announced.
4H29-03 Placed item by wrong guest.
4H29-04 Had to ask where an item should be served.
4H29-05 Not placed appropriately for sharing.
2 4H46 Were refills or new drink orders offered as drinks became empty? YES NA NO
4H46-02 Had to ask for a refill.
4H46-03 Did not offer drink when empty.
2 4H41 Did the server provide fresh plates to each customer (as appropriate) for the starter and main meal? YES NA NO
4H41-01 Did not provide fresh plates as needed.
2 4H32 Did the server resupply the table with napkins and cutlery as needed? YES NA NO
4H32-01 Did not resupply napkins.
4H32-02 Did not resupply cutlery.
2 4H28 Were all main course items served together, unless requested differently by the customer? YES NA NO
4H28-01 Main course items not served together.
4H28-02 Main course items not served as requested.
Continued on next page
Dine-In CHAMPSCHECK continued
H O S P I T A L I T Y continued
SERVING THE ORDER - MOT 4, 5, 6 & 8 continued
2 4H36 Did the server provide a warning about any hot plates/pans? YES NA NO
4H36-01 Not warned about hot plates/pans.
5 4H24 Did they ask to ensure you had all you needed or offer appropriate condiments? YES NO
4H24-01 Did not offer any condiments.
4H24-02 Server did not ask if other help was needed.
5 4H38 Were you wished enjoyment (or other appropriate comment) of your meal? YES NO
4H38-01 No enjoyment or other comment made.
FOLLOW UP - MOT 7
5 7H17 Was a server readily available during your meal to take care of any needs? YES NO
Hospitality continued
7H17-01 No one was readily available to help during meal.

5 7H18 Did the server check on your satisfaction shortly after you tasted your main course? YES NO
7H18-01 Server did not check back.
7H18-02 Satisfaction check occurred well into main meal or before tasting.
CLOSING & THANKING - MOT 9 & 10
2 9H22 When you wanted your bill, was the bill or your server readily available, without making you feel rus YES NO
9H22-01 Bill offering made me feel rushed.
9H22-02 Server was not available when I wanted my bill.
15 9H37a Did your server thank you with a warm smile and eye contact? YES NO
9H37a-01 No thank you by server.
9H37a-02 Server no eye contact.
9H37a-03 Server no smile.
5 9H39 Did the server offer a warm farewell remark and invite you to come back? YES NO
9H39-01 Server farewell forced or not genuine.
9H39-02 Server did not invite back.
PRODUCT QUALITY 55
20 P01P Was the temperature of your meal acceptable - hot food hot and cold food cold? YES NO
10 Any additional item(s) with a temperature issue loses another 10 points.
P01P-a Pizza not warm enough. P01P-f Appetizer not warm enough.
P01P-b Garlic Bread not warm enough. P01P-g Dessert was not cool/warm enough.
P01P-c Wings not warm enough. P01P-h Drink not cool/warm enough.
P01P-d Salad not cool enough. P01P-z Other item not warm/cool enough.
P01P-e Pasta not warm enough.
15 P02P Was the appearance of your meal acceptable? YES NO
10 Any additional item(s) with an appearance issue loses another 10 points.
P02P-a All Pizzas SEE FOOD TAB FOR ADDITIONAL PIZZA NUMBERING
P02P-ab Pan P02P-b Garlic or Cheese Bread
Product Quality
P02P-ab1 Pan crust color too dark or too light. P02P-b1 Garlic bread not golden brown or burned edges
P02P-ab2 Pan toppings were not evenly spread. P02P-b2 Garlic bread cheese not even or not melted.
P02P-ab3 Excessive cheese or sauce on Pan crust. P02P-b3 Garlic bread pieces were not of similar size.
P02P-ab4 Pan cheese or sauce was burned. P02P-b4 Garlic bread had some other appearance issue.
P02P-ab5 Pan was not evenly or completely cut through. P02P-c Chicken Wings
P02P-ab9 Pan had some other appearance issue. P02P-c1 Wings not evenly brown or had burned surfaces.
P02P-ac Stuffed Crust P02P-c2 Wings had some other appearance issue.
P02P-ac1 Stuffed crust color too dark or too light. P02P-d Salad
P02P-ac2 Stuffed Crust toppings were not evenly spread. P02P-d1 Vegetables or fruit did not appear fresh.
P02P-ac3 Excessive cheese or sauce on Stuffed crust. P02P-d2 Salad had some other appearance issue.
P02P-ac4 Stuffed Crust cheese or sauce was burned. P02P-e Pasta
P02P-ac5 Stuffed Crust was not evenly or completely cut through. P02P-e1
P02P-ac6 Stuffed Crust cheese filling not acceptable. P02P-e2
P02P-ac7 Stuffed Crust had cheese blowouts. P02P-z Other
P02P-ac9 Stuffed Crust had some other appearance issue. P02P-z1 Some other food item had an appearance issue.
0 P03 Was the taste of your meal free of rancid or spoiled flavour? YES NO
Name the food item and explain the reason you could not eat it._________________________________________________
ACCURACY 30
10 A01P Were all menu items you wanted to order available? YES NO
A01P-a Out of menu item ordered - Pizza A01P-a1 Item not immediately available - Pizza
A01P-b Out of menu item ordered - Garlic Bread A01P-b1 Item not immediately available - Garlic Bread
A01P-c Out of menu item ordered - Wings A01P-c1 Item not immediately available - Wings
A01P-d Out of menu item ordered - Salad A01P-d1 Item not immediately available - Salad
A01P-e Out of menu item ordered - Pasta A01P-e1 Item not immediately available - Pasta
A01P-f Out of menu item ordered - Appetizer A01P-f1 Item not immediately available - Appetizer
A01P-g Out of menu item ordered - Dessert A01P-g1 Item not immediately available - Dessert
A01P-h Out of menu item ordered - Drink A01P-h1 Item not immediately available - Drink
Accuracy
A01P-z Out of menu item ordered - Other A01P-z1 Item not immediately available - Other
12 A02 Was your order correct and complete? YES NO
A02-01 Missing an ordered menu item.
A02-02 Menu items made incorrectly or not as requested.
5 A04a Were all salad bar bins at least one third full and were appropriate serving utensils/dressing labels available?
(Answer for both your individual experience as well as for the duration of your stay.)
Your Experience Total Visit
Salad Bar crocks less than one third full. A04a-01 YES NA NO A04a-01a YES NA NO
Missing Salad Bar spoons or labels. A04a-02 YES NA NO A04a-02a YES NA NO
1 A03 Was accurate receipt provided with correct change or credit/debit card receipt returned without error YES NA NO
A03-01 Change was not confirmed to customer
A03-02 Incorrect change was provided.
A03-03 Credit/debit card receipt was not accurate.
A C C U R A C Y continued 2
2 A12 At some time during the ordering process, did the server confirm each item with you? YES NO
A
A12-01 Server didn't confirm order.

CLEANLINESS 56
C01 Was the restaurant exterior clean? YES NO
Any additional item(s) with a cleanliness issue loses another 2 points.
2 C01-a Parking lot, sidewalk, landscaping 2 C01-b Lights, signs, building
C01-a1 Parking lot was dirty. C01-b1 Exterior lights were dirty.
C01-a2 Landscaping was littered. C01-b2 Exterior signs were dirty.
C01-a3 Sidewalk was littered. C01-b3 Building exterior was dirty
C01-a4 Freestanding restaurant sidewalk has buildup dirt 2 C01-c Doors and windows
C01-c1 Windows were dirty or badly smudged.
C01-c2 Doors were dirty or badly smudged.
C02 Was the restaurant interior clean? 4 C02-h Free of any foul odours YES NO
4 C02-b Walls, floors, carpets C02-h1 There were offensive odours in the restaurant.
C02-b1 Walls were dirty. 4 C02-f Clean and neat uniforms
C02-b2 Floors were dirty. C02-f1 Team uniforms were dirty.
C02-b3 Floor mats or carpet were dirty or stained. 4 C02-k Counters, bars, salad bar, buffet, dining room
C02-b4 Playground equipment was dirty. handsinks, trash bins
C02-b5 Décor items were dirty. C02-k1 Counter or bar was dirty or cluttered.
4
Cleanliness
C02-c Tables, chairs, high chairs C02-k2 Buffet or Salad Bar dirty.
C02-c1 Chairs were dirty. C02-k3 Cash register equipment was dirty.
C02-c2 Baby chairs were dirty. C02-k4 Serving cabinets were dirty.
C02-c3 Tables or booths were dirty. C02-k5 Dining room handsink dirty
C02-c4 Outdoor furniture was dirty. C02-k6 Trash bins dirty/overflowing
4 C02-d Ceilings, lights, vents, fans 4 C02-j Menus, table top advertising
C02-d1 Ceiling was dirty or dusty. C02-j1 Menus dirty.
C02-d2 Vents or exhaust fans were dusty. C02-j2 Table top advertising dirty.
C02-d3 Lights were dirty or dusty. 4 C02-i Service & drinkware, condiment holders
4 C02-g Environment insect free C02-i1 Service or Drinkware dirty.
C02-g1 Roaches were observed. C02-i2 Condiment holders or shakers dirty.
C02-g2 Rodents were observed. C02-z Other cleanliness issue
C02-g3 Other pests were observed. C02-z1 Other cleanliness issue________________
12 C03 Was the restroom clean? C03-b Toilet, urinal and sink YES NA NO
C03-a Restroom floors, walls and ceilings C03-b1 Toilet was dirty.
C03-a1 Restroom floors were dirty. C03-b2 Urinal was dirty.
C03-a2 Restroom walls were dirty. C03-b3 Handsink was dirty.
C03-a3 Restroom ceiling was dirty. C03-c Restroom open for use
C03-c1 Restroom were closed throughout the visit
2 C07 Was the table kept cleared of empty dishes and trash? YES NO
C07-01 Table was not kept clear of empty dishes and trash.
MAINTENANCE 42
M01 Was the restaurant exterior in good condition? YES NO
2 M01-a Parking lot, sidewalk, landscaping
M01-a1 Parking lot needed repair or upkeep. 2 M01-c Doors and windows
M01-a2 Sidewalk needed repair or upkeep. M01-c1 Windows or frames cracked or damaged.
M01-a3 Fences needed repair or upkeep. M01-c2 Doors or frames needed repair or upkeep.
M01-a4 Landscaping looked unhealthy or needed attention.
2 M01-b Lights, signs, building
M01-b1 Exterior lights were broken or burned out.
M01-b2 Exterior signs needed repair or upkeep.
M01-b3 Building exterior needed repair or upkeep.
M02 Was the restaurant interior in good condition? YES NO
3 M02-f Clean and neat uniforms
Maintenance
3 M02-b Walls, floors, carpets M02-f1 Uniforms don't fit employees properly.
M02-b1 Walls or floors need repair or upkeep. M02-f2 Uniforms are torn or excessively faded.
M02-b2 Décor items needed repair or upkeep. M02-f3 Hats not worn by people making food.
M02-b3 Carpet or floor mats needed repair or upkeep. M02-f4 Nametags not worn or are blank.
M02-b4 Playground equipment needed repair or upkeep. M02-f5 Nametags are illegible.
3 M02-c Tables, chairs, high chairs M02-f6 Uniform was missing.
M02-c1 Tables were broken, chipped or wobbly. 3 M02-k Counters, bars, salad bar, buffet, dining room handsink
M02-c2 Chairs, booths or baby chairs needed repair or upkeep. M02-k1 Counter chipped, cracked or peeling.
M02-c3 Outside tables or chairs needed repair or upkeep. M02-k2 Buffet / Salad Bar needed repair or upkeep.
3 M02-d Ceilings, lights, vents, fans M02-k3 Serving cabinets in bad condition.
M02-d1 Ceiling tiles missing, stained or broken. M02-k4 Dining Room Handsink broken or needs repair
M02-d2 Lights, fans or vents were not working properly. 3 M02-j Menus, table top advertising
3 M02-g Air temperature comfortable M02-j1 Menus needed replacement.
M02-g1 Air temperature was too hot. M02-j2 Table top advertising needed replacement.
M02-g2 Air temperature was too cold. 3 M02-i Service & drinkware, condiment holders
M02-z Other maintenance issue M02-i1 Service or Drinkware cracked or chipped.
M02-z1 Other maintenance issue________________ M02-i2 Condiment holders/shakers need replaced.
M A I N T E N A N C E continued
10 M03 Was the restroom in good condition? YES NA NO
M03-a Restroom floors, walls, ceilings and doors
M03-a1 Restroom floors, walls or ceiling needed repair.
M03-a2 Restroom doors did not work or lock properly.
Maintenance continued
M03-b Toilet, urinal and sink

M03-b1 Toilet was broken or needed repair. M03-d Restroom open for use
M03-b2 Urinal was broken or needed repair. M03-d1 Restroom were closed throughout the visit
M03-b3 Handsink was broken or needed repair.
M03-c Soap, toilet paper, paper towel or hand dryer
M03-c1 Handwashing soap was not available.
M03-c2 Toilet paper was not available.
M03-c3 Paper towel or functional hand dryer was not available.
2 M07 Was your table completely set before you were seated? YES NO
M07-01 Tables not cleared prior to seating.
M07-02 Tables not properly set prior to seating.
SPEED with SERVICE 33
2 S14 If there was NO queue, were customers greeted within 15 seconds and seated immediately? YES NA NO
S14-01 No queue, not greeted in 15 seconds.
S14-02 Not seated immediately after greeting.
2 S15 If there was a queue, were customers greeted within 30 seconds? YES NA NO
S15-01 With queue, not greeted in 30 seconds.
2 S16 If there was a queue were you quoted an accurate wait time and offered a menu? YES NA NO
S16-01 Not quoted a wait time.
S16-02 Not offered a menu while waiting.
S16-03 Wait time was longer than quoted.
1 S17 Did the server offer to take your order within two minutes of your having been seated? YES NO
S17-01 Did not offer to take order within two minutes of being seated.
Speed with Service
2 S18 Were drinks served within 3 minutes? (Hot or specialty beverages = 5 minutes.) YES NA NO
S18-01 Drinks not served in 3 minutes.
S18-02 Hot or specialty beverages not served in 5 minutes.
10 S19 Were starters served within 7 (for cold) to 9 (for hot) minutes? YES NA NO
S19-01 Cold starters not served within 7 minutes.
S19-02 Hot starters not served within 9 minutes.
2 S20 If starters were ordered, was the main course served after finishing or stopped eating starter? YES NA NO
S20-01 Main course was served before done eating starter.
10 S21 When an appetizer is not ordered, is the main course served in 17 1/2 minutes after it was ordered? YES NO
S21-01 Main course was served in more than 17 1/2 minutes.
OR
S21a When an appetizer is ordered, is the main course served in 20 minutes after it was ordered? YES NO
S21a-01 Main course was served in more than 20 minutes.
2 S22 If you requested a bill, was it delivered to you within 3 minutes? YES NA NO
S22-01 Bill not presented within 3 minutes of request.
2 S23 Did the server take your payment at the table and return with change or receipt within 3 minutes? YES NO
S23-01 Server did not return with change or receipt within 3 minutes.
S23-02 Server did not take payment at the table.
OR
S23a If payment was taken at the counter, was the transaction within 3 minutes?
(Transaction time = wait time to change or receipt returned.)
S23a-01 Counter payment exceeded 3 minutes.
Customer Mania Observations - Did you observe ANY of the following?
O01 Employees opening doors for customers? YES NA NO
O04 Employees other than Host and Server acknowledging with eye contact, a smile or a friendly comment? YES NA NO
Friendly conversations with children? YES NA NO
Mania
O05
O06 Hosts pulling out chairs for women and elderly? YES NA NO
O07 Host offering children a child's menu, activity and appropriate seating? YES NA NO
O09 Manager was visible and interacting with guests? YES NA NO
O10 Other customer mania behavior was displayed? YES NA NO
Shopper Comments Scoring
What I appreciate most: Where you could be better: Pts missed 100 minus total
Explain what YOU personally liked about this visit. Explain what YOU personally thought should be improved C points missed =
H Score
It's helpful to define how it made you feel, if appropriate. about this visit.
For example: It’s helpful to define how it made you feel, if appropriate. A
"The smiling staff was a real pleasure. For example: “I did not see any smiles while there. M
Everyone made me feel welcome." It made the whole experience feel gloomy.” P
S Score
= Total Missed
end 319
FOOD ITEMS LOCATION
Pizza Hut Express
CHAMPSCHECK
Date: # people in line: Order Taker Name:

Daypart: # registers/tills in use:
Version Period Ready Time MM:SS: Total SOS Time MM:SS:
1-Oct-11 Greeting SS: OTD MM:SS:
HOSPITALITY 60
GREETING - MOT 1

1H02-03 Welcoming voice repetitious or mechanical.
2 2H07 Did they make at least one menu suggestion with a specific benefit or special offer or YES NO
that complemented your meal?
2H07-02 Suggestions offered no specific benefit or special deal.
2H07-03 Suggestions did not complement my meal.
Couldn't describe menu item.
Hospitality
2H09-01
5 2H14 If delayed, were they specific and positive about when your order would be ready? YES NA NO
2H14-01 Didn't inform there would be a delay.
2H14-02 Gave no reason for the delay.
2H14-03 Delay reason was not positive for me.
2H14-04 Didn't inform how long the delay would be.
DELIVERING THE ORDER - MOT 3
5 3H01c Were you acknowledged with a warm smile and eye contact? YES NO
3H01c-01 No smile provided when food given.
3H01c-02 No eye contact when food given.
CLOSING & THANKING - MOT 4

2 4H20 Was there dialog to determine that the customer had all they needed? YES NO
4H20-01 Didn't dialog about condiments or my needs.
20 4H19 Were you offered a warm thank you and a sincere parting comment, while making YES NO
eye contact with a smile?
4H19-01 No smile provided.
4H19-02 No eye contact while saying closing.
4H19-04 Didn't say "thank you" when closing.
4H19-05 Offered no sincere parting comment.
ACCURACY 25
Accuracy
1 A03 Was correct change provided or credit/debit card receipt returned without error? YES NA NO
1 A15 Was the order verified by confirming the order? YES NO
A15-01 Didn't confirm my order.
1 A11 Did the order taker verify your order by confirming the items? YES NO
A11-01 Order taker did not verify my order.
Pizza Hut Express CHAMPSCHECK continued
PRODUCT QUALITY 55
P01P-a Pizza not warm enough. P01P-h Drink not cool/warm enough.
P01P-b Garlic Bread not warm enough. P01P-z Other item not warm/cool enough.
P01P-c Wings not warm enough.
Product Quality

P02P-a All Pizzas P02P-b Garlic or Cheese Bread
P02P-ab Pan P02-b1 Garlic bread not golden brown or had burned edges.
P02P-ab1 Pan crust color too dark or too light. P02-b2 Garlic bread cheese not even or not melted.
P02P-ab2 Pan toppings were not evenly spread. P02-b3 Garlic bread pieces were not of similar size.
P02P-ab3 Excessive cheese or sauce on Pan crust. P02-b4 Garlic bread had some other appearance issue.
P02P-ab4 Pan cheese or sauce was burned. P02P-c Chicken Wings
P02P-ab5 Pan was not evenly or completely cut through. P02-c1 Wings not evenly brown or had burned surfaces.
P02P-ab9 Pan had some other appearance issue. P02-c2 Wings had some other appearance issue.
SEE FOOD TAB FOR ADDITIONAL PIZZA NUMBERING P02P-z Other
P02-z1 Some other food item had an appearance issue.
CLEANLINESS 34
C01 Was the restaurant exterior clean? YES NA NO
C02 Was the restaurant interior clean? YES NO
4 C02-a Menuboard 4 C02-e Counters, service cabinets, Dining Room Handsinks,
Cleanliness
C02-a1 Menuboard was dirty. Trash Bins

C02-a2 Advertising displays were dirty. C02-e1 Front counter was dirty or cluttered.
4 C02-b Walls, floors, carpets C02-e2 Cash register equipment was dirty.
C02-b1 Walls were dirty. C02-e3 Serving cabinets were dirty.
C02-b2 Floors were dirty. C02-e4 Dining room handsink dirty
C02-b3 Floor mats or carpet were dirty or stained. C02-e5 Trash bins dirty/overflowing
C02-b4 Playground equipment was dirty. 4 C02-f Clean and neat uniforms
C02-b5 Décor items were dirty. C02-f1 Team uniforms were dirty.
4 C02-d Ceilings, lights, vents, fans 4 C02-g Environment insect free
C02-d1 Ceiling was dirty or dusty. C02-g1 Roaches were observed.
C02-d2 Vents or exhaust fans were dusty. C02-g2 Rodents were observed.
C02-d3 Lights were dirty or dusty. C02-g3 Other pests were observed.
C02-z Other cleanliness issue 4 C02-h Free of any foul odours
C02-z1 Other cleanliness issue________________ C02-h1 There were offensive odours in the restaurant.
MAINTENANCE 21
M01 Was the restaurant exterior in good condition? YES NA NO
M01-a1 Parking lot needed repair or upkeep.
M01-a2 Sidewalk needed repair or upkeep. 2 M01-c Doors and windows
M01-a3 Fences needed repair or upkeep. M01-c1 Windows or frames cracked or damaged.
M01-a4 Landscaping looked needed attention. M01-c2 Doors or frames needed repair or upkeep.
Maintenance

3 M02-a Menuboard 3 M02-e Counters, service cabinets, Dining Room Handsink
M02-a1 Menuboard needed repair. M02-e1 Counters chipped, cracked or peeling.
3 M02-b Walls, floors, carpets M02-e2 Serving cabinets are in bad condition
M02-b1 Walls or floors need repair or upkeep. M02-e3 Dining Room Handsink broken or needs repair
M02-b2 Décor items needed repair or upkeep. 3 M02-f Clean and neat uniforms
M02-b3 Carpet or floor mats needed repair or upkeep. M02-f1 Uniforms don't fit employees properly.
M02-b4 Playground equipment needed repair or upkeep. M02-f2 Uniforms are torn or excessively faded.
3 M02-d Ceilings, lights, vents, fans M02-f3 Hats not worn by people making food.
M02-d1 Ceiling tiles missing, stained or broken. M02-f4 Nametags not worn or are blank.
M02-d2 Lights, fans or vents were not working properly. M02-f5 Nametags are illegible.
M02-z Other maintenance issue M02-f6 Uniform was missing.
M02-z1 Other maintenance issue________________
Pizza Hut Express CHAMPSCHECK continued
3 S01 Were you greeted and invited to order within 5 seconds of arriving at the order point/counter? YES NO
S01-01 Not greeted in 5 seconds.
5 S04 (pick up food at cash register) Was your food delivered within 60 seconds of the time you were YES NO
given a total meal price?
Food not provided within 60 seconds after total given.
Speed
S04-01
S04-02 Food not provided within 60 seconds after employee turned to assemble.
OR S04a (separate food pick up point) Was your food delivered within 60 seconds of the time you were given your change/receipt?
S04a-01 Food not provided within 60 seconds after change/receipt given.
S04a-02 Food not provided within 60 seconds if employee turns to assemble before giving change.
20 S05 Was the order ready within 5:00 minutes of the time you entered the queue? YES NO
S05-01 Food not ready within 5 minutes of entering the queue.

Employees other than Order Taker acknowledging with eye contact, a smile or a friendly comment? YES NA NO
Mania
O04
O05 Friendly conversations with children? YES NA NO
H Score
It's helpful to define how it made you feel, if appropriate. about this visit.
S Score
= Total Missed
end 223
FOOD ITEMS LOCATION
PH Counter Service Carryout
CHAMPSCHECK
Date: Greeting SS: Counter Person Name:
Daypart: Promised Time MM:SS:
Version Period Ready Time MM:SS:
1-Oct-11
HOSPITALITY 74
GREETING - Order Taker - MOT 1

1 2H26 If you wanted to know about specials/promotions, did they verify how many you wanted to feed? YES NA NO
2H26-01 Did not verify the number I wanted to feed.
Hospitality

10 2H10 Did they quote a length in minutes for the order to be delivered/ready? YES NO
2H10-01 No minutes quoted when the order would be ready.
1 2H33 If seating is available, did they offer it as a place to wait? YES NA NO
2H33-01 Didn't offer a place to wait.
5 3H34 If there was a delay in your promise time, were you informed? YES NA NO
3H34-01 Not informed about a delay in my order.
2 3H35 Were you called politely when your order was ready? YES NO
3H35-01 Not notified that order was ready.
3H35-02 Order ready notification was not polite. YES NO
5 3H01c Were you acknowledged with a warm smile and eye contact?
3H01c-01 No smile provided when food given.
3H01c-02 No eye contact when food given.

3 S13 Were you greeted/assisted within 15 seconds of arriving at the counter? YES NO
Speed
10 S11 Was the order ready/delivered within promised time? YES NA NO

S11-01 Order took more than promised time to be delivered.
10 S12 Was the order ready within 14 minutes? YES NO
S12-01 Order was not ready in 14 minutes.
PH Counter Service Carryout CHAMPSCHECK continued
PRODUCT QUALITY 55
Product Quality

P02P-ab Pan P02P-b1 Garlic bread not golden brown or had burned edges.
P02P-ab1 Pan crust color too dark or too light. P02P-b2 Garlic bread cheese not even or not melted.
P02P-ab2 Pan toppings were not evenly spread. P02P-b3 Garlic bread pieces were not of similar size.
P02P-ab3 Excessive cheese or sauce on Pan crust. P02P-b4 Garlic bread had some other appearance issue.
P02P-ab5 Pan was not evenly or completely cut through. P02P-c1 Wings not evenly brown or had burned surfaces.
P02P-ab9 Pan had some other appearance issue. P02P-c2 Wings had some other appearance issue.
SEE FOOD TAB FOR ADDITIONAL PIZZA NUMBERING P02P-c3 PHD/Wing Street wings too small
P02P-z Other P02P-c4 PHD/Wing Street wings missing breading.
P02P-z1 Some other food item had an appearance issue. P02P-c5 PHD/Wing Street wings missing some sauce coverage.
ACCURACY 26
Accuracy

CLEANLINESS 34

Cleanliness

PH Counter Service Carryout CHAMPSCHECK continued
MAINTENANCE 24
Maintenance

Any additional item(s) with a maintenance issue loses another 3 points.
3 M02-a Menuboard 3 M02-f Clean and neat uniforms
M02-a1 Menuboard needed repair. M02-f1 Uniforms don't fit employees properly.
3 M02-b Walls, floors, carpets M02-f2 Uniforms are torn or excessively faded.
M02-b1 Walls or floors need repair or upkeep. M02-f3 Hats not worn by people making food.
M02-b2 Décor items needed repair or upkeep. M02-f4 Nametags not worn or are blank.
M02-b3 Carpet or floor mats needed repair or upkeep. M02-f5 Nametags are illegible.
M02-b4 Playground equipment needed repair or upkeep. M02-f6 Uniform was missing.
3 M02-d Ceilings, lights, vents, fans 3 M02-e Counters, service cabinets, Dining Room Handsink
M02-d1 Ceiling tiles missing, stained or broken. M02-e1 Counters chipped, cracked or peeling.
M02-d2 Lights, fans or vents were not working properly. M02-e2 Serving cabinets are in bad condition
3 M02-g Air temperature comfortable M02-e3 Dining Room Handsink broken or needs repair
M02-g1 Air temperature was too hot. M02-z Other maintenance issue
M02-g2 Air temperature was too cold. M02-z1 Other maintenance issue________________
O04 Employees other than Counter Person acknowledging with eye contact, a smile or a friendly comment? YES NA NO
O02 Employees helping customers in the dining room? YES NA NO
Mania
O03 Employees conversing with customers in the dining room? YES NA NO

O08 Employees offering to take large orders to customers' car? YES NA NO
Score
It's helpful to define how it made you feel, if appropriate. about this visit. H
S Score
= Total Missed
end 236
FOOD ITEMS LOCATION
PH Phone-In Carryout
CHAMPSCHECK
Date: Daypart: Number of Rings: Hold Time (if appl): MM:SS:
Period Greeting SS: Counter Person Name:
Version Promised Time MM:SS: Order Taker Name:
1-Oct-11 Ready Time MM:SS:
HOSPITALITY 89
Order Taker
15 1H04 Was the voice greeting warm and welcoming and not robotical and rushed? YES NO
2 1H05 Did the order taker introduce themself? YES NO
1H05-01 Order taker did not introduce themself.
1 1H06 Did the order taker answer the phone by thanking you for calling? YES NO
1H06-01 Order taker did not thank me for calling
Counter Person

Hospitality

10 2H30 Were you offered a warm thank you and a sincere parting comment? YES NO
5 2H31 Did they speak clearly at a pace easy to understand? YES NO
2H31-01 Order taker spoke too fast.
2H31-02 Order taker did not speak clearly.
PH Phone-In Carryout CHAMPSCHECK continued
PRODUCT QUALITY 55
Product Quality

Phone
10 S06 Did your call go through on the first attempt, without any busy signals? YES NO
S06-01 Got a busy signal.
S06-02 Took more than one try to get through.
5 S07 Was your call answered on or before the third ring? YES NO
S07-01 Phone not answered on or before 3rd ring.
Speed with Service
5 S08 If the phone was answered with a recording, did a person assist you within 15 seconds? YES NA NO
S08-01 Live person did not assist within 15 seconds.
5 S09 Were you assisted by the order taker and put on hold for not more than 30 secs , after YES NO
taking prior permission from you, or did not come back within committed time?
S09-01 Put on hold for more than 30 secs How long did you wait on hold? __________________
S09-02 Put on hold without prior permission taken.
S09-03 Did not came back with in the committed time
In store
10 S12 Was the order ready within 14 minutes? YES NO
CLEANLINESS 34
Cleanliness

PH Phone-In Carryout CHAMPSCHECK continued
MAINTENANCE 21
Building exterior needed repair or upkeep.
Maintenance
M01-b3
ACCURACY 27
Accuracy

Friendly conversations with children? YES NA NO
Mania
O05
Score
S Score
= Total Missed
end 274
FOOD ITEMS LOCATION
PH Call Center Service
CHAMPSCHECK
Period Order Taker Name:
Version
1-Oct-11
HOSPITALITY ###
Order Taker
### 1H04 Was the voice greeting warm and welcoming and not robotical and rushed? YES NO
4 Did they make at least one menu suggestion with a specific benefit or special offer or YES NO
Hospitality
2H07
### 2H10 Did they quote a length in minutes for the order to be delivered/ready? YES NO
### 2H30 Were you offered a warm thank you and a sincere parting comment? YES NO
ACCURACY ###
### A11 Did the order taker verify your order by confirming the items? YES NO
SPEED with SERVICE ###
Phone
### S06 Did your call go through on the first attempt, without any busy signals? YES NO
Speed with Service

### S07 Was your call answered on or before the third ring? YES NO
### S08 If the phone was answered with a recording, did a person assist you within 15 seconds? YES NA NO
### S09 Were you assisted by the order taker and put on hold for not more than 30 secs , after YES NO
taking prior permission from you, or did not come back within committed time?
S09-01 Put on hold for more than 30 secs How long did you wait on hold? __________________
Mania O11 What is the store number from which you picked up your order? (CHAMPS Store number)
Explain what YOU personally liked about this visit. Explain what YOU personally thought should be improved A points missed =
Score
"The smiling staff was a real pleasure. For example: “I did not see any smiles while there. S
Everyone made me feel welcome." It made the whole experience feel gloomy.”
Score
= Total Missed
end 137
FOOD ITEMS LOCATION
PH PICO (Store Only)
CHAMPSCHECK
Date: Daypart: Counter Person Name:
Period Greeting SS:
Version Promised Time MM:SS:
1-Oct-11 Ready Time MM:SS:
HOSPITALITY ###
GREETING - MOT 1
Counter Person
### 1H01 Were you welcomed with a warm smile and eye contact? YES NO

Welcoming comment not friendly.
Hospitality
1H02-02
### 4H19 Were you offered a warm thank you and a sincere parting comment, while making YES NO
PRODUCT QUALITY ###
### P01P Was the temperature of your meal acceptable - hot food hot and cold food cold? YES NO
### Any additional item(s) with a temperature issue loses another 10 points.
### P02P Was the appearance of your meal acceptable? YES NO
### Any additional item(s) with an appearance issue loses another 10 points.
Product Quality

ACCURACY ###
### A01P Were all menu items you wanted to order available? YES NO
Accuracy
### A02 Was your order correct and complete? YES NO
PH PICO (Store Only) CHAMPSCHECK continued
CLEANLINESS ###
C01 Was the restaurant exterior clean? 2 C01-b Lights, signs, building YES NO
C01-b1 Exterior lights were dirty.
2 C01-a Parking lot, sidewalk, landscaping C01-b2 Exterior signs were dirty.
C01-a1 Parking lot was dirty. C01-b3 Building exterior was dirty
C01-a2 Landscaping was littered. 2 C01-c Doors and windows
C01-a3 Sidewalk was littered. C01-c1 Windows were dirty or badly smudged.
C01-a4 Freestanding restaurant sidewalk has buildup dirt. C01-c2 Doors were dirty or badly smudged.

Cleanliness

MAINTENANCE ###
Building exterior needed repair or upkeep.
Maintenance
M01-b3
SPEED with SERVICE ###
In store
Not greeted in 15 seconds.
Speed
S13-01
### S11 Was the order ready/delivered within promised time? YES NA NO
### S12 Was the order ready within 14 minutes? YES NO
Mania

Score
S Score
= Total Missed
end 206
FOOD ITEMS LOCATION
PH Delivery Service
CHAMPSCHECK
Period Order Taker Name: Delivery Driver Name:
1-Oct-11 Delivery Time MM:SS:
HOSPITALITY 78
GREETING - MOT 1
Order Taker
Driver
5 1H27 Were bike helmets removed before approaching the door? YES NA NO
1H27-01 Helmet was not removed before door answered.
5 1H01a Did the driver offer a warm smile and eye contact? YES NO
1H01a-01 Driver offered no smile.
1H01a-02 Driver made no eye contact.
5 1H02a Did the driver offer a friendly greeting? YES NO

1H02a-01 Driver made no greeting.
1H02a-02 Driver greeting not friendly.
1H02a-03 Driver voice not clear. Couldn't understand them.
1H02a-04 Driver body language not welcoming.
Did not verify the number I wanted to feed.
Hospitality
2H26-01
2H10-01 No minutes quoted when the order would be delivered.
1 3H42 Did you receive a coupon or flyer/leaflet? YES NO
3H42-01 No coupon/flyer received
PRODUCT QUALITY 55
Product

PH Delivery CHAMPSCHECK continued
PRODUCT QUALITY 35
Product Quality
ACCURACY 29
A01P-a Out of menu item ordered - Pizza
A01P-b Out of menu item ordered - Garlic Bread
A01P-c Out of menu item ordered - Wings
A01P-h Out of menu item ordered - Drink
A01P-z Out of menu item ordered - Other
Accuracy

1 A15a Was the order verified by confirming the order? YES NO
A15a-01 Didn't confirm my order.
Phone
5 S09 Were you assisted by the order taker and put on hold for not more than 30 secs , after taking YES NO
prior permission from you, or did not come back within committed time?
Speed with Service
S09-01 Put on hold for more than 30 secs (in one How long did you wait on hold? __________________
Delivery
25 S10 Was the order delivered within 30 minutes? YES NO
S10-01 Order took more than 30 minutes to be delivered.
S10a Was the order delivered within 25 minutes? for PHD & RBD
S10a-01 Order took more than 25 minutes to be delivered.
è S24 Was promise time ≤ 30 minutes? è Deduct 1 point for every minute over 30. YES NO
OR S24-01 Promise time > 30 minutes.
OR S24a Was promise time ≤ 25 minutes? for PHD è Deduct 1 point for every minute over 25.
S24a-01 Promise time > 25 minutes.
S25 Was promise time ≤ 30 minutes and actual delivery time ≤25 minutes? BONUS +10 points YES NO
BONUS
OR S25-01 Promise time ≤30 minutes and delivery time ≤ 25 minutes. (score not to exceed 100)
S25a Was promise time ≤ 25 minutes and actual delivery time ≤20 minutes? for PHD BONUS +10 points
S25a-01 Promise time ≤25 minutes and delivery time ≤ 20 minutes. (score not to exceed 100)
CLEANLINESS 7
1 C04 Was the delivery vehicle/bike clean? YES NA NO
Cleanliness
C04-01 Delivery vehicle/bike not clean.

4 C05 Was the drivers uniform clean? YES NO
C05-01 Drivers uniform not clean.
2 C06 Was the delivery pouch clean? YES NA NO
C06-01 Delivery pouch not clean.
MAINTENANCE 4
1 M04 Was the delivery vehicle/bike not in obvious need of repair? YES NA NO
M04-01 Delivery vehicle/bike needed obvious repair.
Maintenance
2 M05 Was the drivers uniform neat and was identification visible? YES NO
M05-01 Uniform did not fit driver properly.
M05-02 Uniform torn or excessively faded.
M05-03 Uniform excessively wrinkled.
M05-04 Identification not visible.
1 M06 Was the delivery pouch in good repair? YES NA NO
M06-01 Delivery pouch need obvious repair.
Mania O10 Other customer mania behavior was displayed? YES NA NO
What I appreciate most: Where you could be better: Pts missed
100 minus total points
Explain what YOU personally liked about this visit. Explain what YOU personally thought should be improved C missed = Score
S Score
= Total Missed
end 213
FOOD ITEMS LOCATION
PH Call Center Service
CHAMPSCHECK
Period Order Taker Name:
Version
1-Oct-11
HOSPITALITY 77
Order Taker
4 Did they make at least one menu suggestion with a specific benefit or special offer or YES NO
Hospitality
2H07
2H10-01 No minutes quoted when the order would be delivered.
ACCURACY 10
Phone
Speed with Service

10 S09 Were you assisted by the order taker and put on hold for not more than 30 secs , after taking prior YES NO
permission from you, or did not come back within committed time?
S09-01 Put on hold for more than 30 secs (in oneHow long did you wait on hold? __________________
Mania O11 What is the store number from which you received delivery? (CHAMPS Store number)
Explain what YOU personally liked about this visit. Explain what YOU personally thought should be improved points missed =
Score
"The smiling staff was a real pleasure. For example: “I did not see any smiles while there. S
Everyone made me feel welcome." It made the whole experience feel gloomy.”
Score
= Total Missed
end 137
FOOD ITEMS LOCATION
PH Store Delivery Service
CHAMPSCHECK
Date: Daypart: Delivery Driver Name:
Period
1-Oct-11 Delivery Time MM:SS:
HOSPITALITY 21
GREETING - MOT 1
Driver
5 1H27 Were bike helmets removed before approaching the door? YES NO
1H27-01 Helmet was not removed before door answered.
5 1H01a Did the driver offer a warm smile and eye contact? YES NO
1H01a-01 Driver offered no smile.
1H01a-02 Driver made no eye contact.
5 1H02a Did the driver offer a friendly greeting? YES NO

1H02a-01 Driver made no greeting.
Hospitality
1H02a-02 Driver greeting not friendly.

1H02a-03 Driver voice not clear. Couldn't understand them.
1H02a-04 Driver body language not welcoming.
1 3H42 Did you receive a coupon or flyer/leaflet? YES NO
3H42-01 No coupon/flyer received
PRODUCT QUALITY 55
Product Quality

ACCURACY 23
A01P-a Out of menu item ordered - Pizza
A01P-b Out of menu item ordered - Garlic Bread
A01P-c Out of menu item ordered - Wings
A01P-h Out of menu item ordered - Drink
A01P-z Out of menu item ordered - Other
Accuracy

1 A15a Was the order verified by confirming the order? YES NO
A15a-01 Didn't confirm my order.
Delivery
25 S10 Was the order delivered within 30 minutes? YES NO
S10-01 Order took more than 30 minutes to be delivered.
OR S10a Was the order delivered within 25 minutes? for PHD & RBD
S10a-01 Order took more than 25 minutes to be delivered.
è S24 Was promise time ≤ 30 minutes? è Deduct 1 point for every minute over 30. YES NO
Promise time > 30 minutes.
Speed
OR S24-01
OR S24a Was promise time ≤ 25 minutes? è Deduct 1 point for every minute over 25.
S24a-01 Promise time > 25 minutes.
S25 Was promise time ≤ 30 minutes and actual delivery time ≤25 minutes? BONUS +10 points YES NO
BONUS
OR S25-01 Promise time ≤30 minutes and delivery time ≤ 25 minutes. (score not to exceed 100)
S25a Was promise time ≤ 25 minutes and actual delivery time ≤20 minutes? for PHD BONUS +10 points
S25a-01 Promise time ≤25 minutes and delivery time ≤ 20 minutes. (score not to exceed 100)
CLEANLINESS 7
1 C04 Was the delivery vehicle/bike clean? YES NA NO
Cleanliness
C04-01 Delivery vehicle/bike not clean.

4 C05 Was the drivers uniform clean? YES NO
C05-01 Drivers uniform not clean.
2 C06 Was the delivery pouch clean? YES NA NO
C06-01 Delivery pouch not clean.
MAINTENANCE 4
1 M04 Was the delivery vehicle/bike not in obvious need of repair? YES NA NO
M04-01 Delivery vehicle/bike needed obvious repair.
Maintenance
2 M05 Was the drivers uniform neat and was identification visible? YES NO
M05-01 Uniform did not fit driver properly.
M05-02 Uniform torn or excessively faded.
M05-03 Uniform excessively wrinkled.
M05-04 Identification not visible.
1 M06 Was the delivery pouch in good repair? YES NA NO
M06-01 Delivery pouch need obvious repair.
Mania O10 Other customer mania behavior was displayed? YES NA NO
Score
S Score
= Total Missed
end 155

Scoresheet PH 2013 Ver Apr'13

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FOOD ITEMS LOCATION

5 1H02 Were you welcomed with a friendly comment? YES NO

2 3H05a Did your server introduce themself by name? YES NA NO

2 3H07 Did they make at least one menu suggestion YES NO

3H07-01 No menu suggestions made.

7H17-01 No one was readily available to help during meal.

A12-01 Server didn't confirm order.

M03-b Toilet, urinal and sink

Date: # people in line: Order Taker Name:

5 1H02 Were you welcomed with a friendly comment? YES NO

CLOSING & THANKING - MOT 4

10 Any additional item(s) with an appearance issue loses another 10 points.

C02-a1 Menuboard was dirty. Trash Bins

M01-b3 Building exterior needed repair or upkeep.

Customer Mania Observations - Did you observe ANY of the following?

5 1H02 Were you welcomed with a friendly comment? YES NO

2H09-03 Answer to my question was not polite.

CLOSING & THANKING - MOT 4

10 S11 Was the order ready/delivered within promised time? YES NA NO

P02P-a All Pizzas P02P-b Garlic or Cheese Bread

A02-01 Missing an ordered menu item.

2 C01-a Parking lot, sidewalk, landscaping 2 C01-b Lights, signs, building

4 C02-a Menuboard 4 C02-e Counters, service cabinets, Dining Room Handsinks,

M02 Was the restaurant interior in good condition? YES NO

O03 Employees conversing with customers in the dining room? YES NA NO

5 1H02 Were you welcomed with a friendly comment? YES NO

2H26-01 Did not verify the number I wanted to feed.

P02P-a All Pizzas P02P-b Garlic or Cheese Bread

C02-a1 Menuboard was dirty. Trash Bins

A02-01 Missing an ordered menu item.

S06-02 Took more than one try to get through.

5 1H02 Were you welcomed with a friendly comment? YES NO

P02P-a All Pizzas P02P-b Garlic or Cheese Bread

C02 Was the restaurant interior clean? YES NO

C02-a1 Menuboard was dirty. Trash Bins

O08 Employees offering to take large orders to customers' car? YES NA NO

5 1H02a Did the driver offer a friendly greeting? YES NO

10 Any additional item(s) with a temperature issue loses another 10 points.

A02-01 Missing an ordered menu item.

C04-01 Delivery vehicle/bike not clean.

S06-02 Took more than one try to get through.

5 1H02a Did the driver offer a friendly greeting? YES NO

1H02a-02 Driver greeting not friendly.

P02P-a All Pizzas P02P-b Garlic or Cheese Bread

12 A02 Was your order correct and complete? YES NO

C04-01 Delivery vehicle/bike not clean.

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