1. Restaurant: 016541, Sparks NV
Operator: 2006711 - Lillaney, Jill R.
3 month period ended April, 2012
My Overall
Satisfaction
Score
73%
QSR Industry
Best:
78%
My Rank:
131
Out Of 7374
My Rank
Change:
-11
My Grade:
A
2%of BK performs better than I do
My Restaurant Cleanliness
B Combined Cleanliness Score 71% +3
N
My Current Score
% Highly Satisfied % Dissatisfied
My Previous
Score
Best of BK
QSR Industry
Best:
Interior Cleanliness 42 76% 5% 79% 58% 75%
Exterior Cleanliness 90 68% 11% 64% 54% N/A
Restroom Cleanliness 23 83% 9% 74% 71% N/A
My Grade:
My Guests' Drive-Thru Experience
B Overall DT Satisfaction Score 73% +5
N
My Current Score
% Highly Satisfied % Dissatisfied
My Previous
Score
Best of BK
QSR Industry
Best:
Overall DT Satisfaction 48 73% 13% 68% 59% 78%
Temperature of Food 48 75% 10% 70% 60% 75%
Speed of Service 48 67% 19% 59% 59% 80%
Order Taker Friendliness 48 77% 8% 70% 64% 84%
Ease of Ordering 48 77% 13% 70% 63% N/A
Professional Behavior 11 73% 9% 50% 71% N/A
My Grade:
My Scores: 3 month rolling time period. My Grade: 3 month rolling current performance (based on % Highly Satisfied) within US and Canada system, A,B,C,D & F
grading. Letter grades are based on quintiles. My Rank: Color Coded for high-Top 20% (green), medium- Middle 40% (yellow), low -Bottom 40% (red). My Rank
Change: Color Coded for positive change (green), held steady (yellow), negative change (red). My Current Score: % Highly Satisfied - % rating 5 (green), %
Dissatisfied-% rating 1 ,2, 3 (red). Best of BK: Top 20% US and Canada Burger King Restaurants. QSR Industry Best: Comparison to SMG’s other QSR clients.
Combined Cleanliness Score: Combined weighted score based on Interior, Exterior and Restroom cleanliness. Overall Drive-Thru Satisfaction Score: %
Highly Satisfied responses to the Overall DT Satisfaction survey question. Color Coded for positive change (green), held steady (yellow), negative change (red).
Please Call 1-866-212-9499 with any questions or comments regarding this report
My DMA Rank:
3 Out Of 16 DMA Average = 61%
*Restaurants with less than 30 responses will not be ranked
Ops Initiative: Cleanliness Matters!
Overall, the North America system declined 1ppt in both Combined Cleanliness and
Order Taker Friendliness in April. Guests are coming back to enjoy our new, great
tasting products, but they also expect a clean, friendly restaurant. Continue to focus on
cleaning things guests touch especially during times when the most guests are in your
restaurant. We know our food is the best and we have to provide an experience that
matches.