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Evaluator Briefing 2019

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About & Scope
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ABOUT
Five Guys is an American fast casual restaurant
chain that was founded in 1986 by the Murrell
family and is being run by the couple’s five sons:
Jim, Matt, Chad Ben and Tyler. It is headquartered
in Lorton/Virginia.
Five Guys is focused on serving only hand-formed
burgers cooked to perfection on a grill along with
fresh-cut French fries cooked in pure peanut oil.
Five Guys has received numerous awards in D.C.
area publications, including "Number 1 Burger" by
Washingtonian Magazine for seven years. It is
also know as the fastest-growing fast food chain in
the United States.
http://www.fiveguys.com/
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SCOPE
Five Guys keep on opening new
restaurants in ME/Europe/KH and
BARE is proud to provide the
evaluation of its services in all
newly opened restaurants in the
ME/HK/BENELUX countries and
Italy.
The aim of the current program is
to make detailed observations on
the in-person ordering process and
to measure the compliance with the
Five Guys operational and food
preparation standards.
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BARE INTERNATIONAL POINTS OF CONTACT:

INDIA:

FARIYA BAIG / WESKER SAMUEL

FBaig@bareinternational.com /
wsamuel@bareinternational.com

POINT OF ESCALATION:

Mariya Baig

MBaig@bareinternational.com
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Assignment to be carried out in: ENGLISH

Language of completing the questionnaire: ENGLISH

TIMESTAMP
CAMERA FREE APP
Assignment Completion Deadline: within 12 HOURS after your visit
Any shops done other than the day mentioned by the Resource Executive or the assigned due date of the shop (Day on the
shop is to be performed), will not be considered as valid shops and hence, will not be paid by Bare International.

Proof of visit:
• PURCHASE RECEIPT (if visible, blank out any personal details before uploading your receipt)
• EXTERIOR IMAGE OF THE STORE (Strictly & discreetly should be taken before & after the visit with a time stamp, we
have a tool to identify the authenticity of the exterior image taken, hence please do not fudge the data)
• Please download TIMESTAMP app to have the timestamp on the exterior picture.

Visiting hours/days: Do not plan your visit sooner than 30-min after opening & only during
allocated timings/days as indicated in your assignment email:
 LUNCH ALL DAYS – 11.00am – 3.45pm
 DINNER ALL DAYS – 4.15pm – 10.00pm (visit end hour might differ per store/ check your assignment email)
 LATE DINNER ALL DAYS – 30 min before closure (closure hours might differ throughout the week/check the restaurant
website)
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VISIT PREPARATION
 Read through these below instructions and the online questionnaire to get prepared for your assignment.

 Watch the below evaluator training videos on Five Guys standards and expectations:
 Customer Service
Burgers
Fries
Cleanliness

 Visit http://www.fiveguys.com/ to verify the opening hours of the restaurant & to familiarize yourself
with the menu

 You have to understand the difference of this assignment as compared to any other mystery shopping assignments you
might have done before. The main focus of this evaluation is on processes that need to be followed. Each restaurant
should represent everything Five Guys stands for and the food should taste the same in any restaurant, no matter
which country.

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KNOW BEFORE YOU GO:

PRICING

staff members are not decision makers

regarding pricing. Also, consider how
much food you get for the price you pay!
MILKSHAKE

FRIES
always well-salted and/or well- so thick that the straw will stay up if you test it &
spiced! A handful of fries on top always sweet because of the sweet vanilla basis,
of your order might seem like and can only get sweeter & sweeter if you add
it’s too many while it’s not! caramel, cherry, chocolate

DO NOT downgrade for the above standards and DO NOT provide any negative comments on this!
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SCENARIO
You are to visit the assigned location in-person and to order any burger, fries & a free style
drink. Please note YOU WILL BE REIMBURSED ONLY FOR AN AMOUNT OF A LITTLE
BEEF HAMBURGER, LITTLE FRIES & A FREESTYLE DRINK. Wait near the counter or
drink area for your order and observe the cooking process of your food. Calculate the
exact waiting time from the moment you are handed your receipt/told your order number
until you receive your order. Consume your meal inside the restaurant and evaluate if your
beef burger and fries meet the Five Guys preparation standards.

**PLEASE ENSURE YOU DONOT MAKE IT OBVIOUS WHILE OBSERVING THINGS AROUND. THE STAFF
IS WELL ESTABLISHED TO UNDERSTAND WHO IS A MYSTERY SHOPPER. IF YOU ARE IDENTIFIED,
YOUR SHOP WILL BE EXCLUDED AND YOU WILL NOT BE PAID FOR YOUR EVALUATION, ALSO YOU
WILL BE DISQUALIFIED FROM FUTURE FIVE GUYS EVALUATIONS.**

Spend at least 15 minutes inside the restaurant after receiving your order and pay attention to
general cleanliness, crew members appearance and the presence of the restaurant
manager at the location. Evaluate the restroom/toilet before you place your order or after
you are finished with your meal. Check the exterior cleanliness.

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IMPORTANT NOTES
You can do the visit alone, or with your family/friends, however in that case everyone needs to order
at least one item not to raise any suspicions from the crew members.

If the restroom/toilet is locked, you must ask for the key.

Stay closer to the kitchen area to make further observations while you are eating. Don’t go upstairs
unless no more tables are available on the ground floor. ENSURE YOU DO NOT MAKE IT OBVIOUS

Five Guys has video surveillance in their restaurants. The videos can be used to verify the timings
and the information from your evaluation, how long you stayed inside the restaurant, and if you
evaluated the restroom.

Five Guys crew members look out for mystery shoppers. Please avoid using cell phones/other
devices to take notes inside the restaurant.

If the restaurant is closed, you are required to ask the security guard for a reason and provide the
exterior picture of the closed restaurant.

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ORDERING REQUIREMENTS
Ordering must occur in-person (no call-in or online ordering service to be
used) and the entire meal must be consumed at the restaurant.
 Please place all your orders together, If the crew member offer fries & freestyle drink before
your order you can acknowledge the crew member, however do not wait for the crew
member to offer the food. Place your order at one go.

 YOU CAN ONLY ORDER A SODA OR A MILKSHAKE. You will NOT be reimbursed for
both the drink

 If the phone rings while you are ordering, the cashier should politely excuse him/herself from
taking the order, answer the phone, then continue taking the order. DO NOT take off points
for Q1 if the cashier politely excuses him/herself.

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ORDERING REQUIREMENTS
Ordering a full meal (a Hamburger, Fries and a Freestyle Drink) is
mandatory.

 You are free to order any size and type of a Burger, Fries and a Freestyle Drink.
You will only be reimbursed for the cost of a Little Hamburger, Little Fries and
a regular Freestyle Drink. No additional items will be reimbursed unless
specified in your assignment email.

 YOU CAN ONLY ORDER A SODA OR A MILKSHAKE. You will NOT be

reimbursed for both the drink

 DO NOT make special requests regarding how your fries should be cooked. DO
NOT order sweetened fries.

 DO NOT order Water/Beer instead of a Freestyle Drink. You have to observe if

the freestyle drink machine is functioning and if Freestyle Drinks are available
throughout the restaurant’s operational time and you can do it only by ordering
one.

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ORDERING REQUIREMENTS
Check your order for accuracy before you leave the counter and pay
attention to the correction process.
If you notice that any part of your order is wrong (toppings or size of Fries/Burger),
have your order corrected at the counter. Even if you only notice it after you sit
down/start eating, go back to the counter to have the error corrected.

If you do not receive a receipt, only ask ONCE for it.

If you do not receive a receipt or your receipt is incorrect, DO NOT ask to see a
manager. If the cashier cannot provide you with a receipt upon your request, please
inform your contact person at BARE.

Your receipt may include an invitation to take a customer experience survey. Please
DO NOT take this survey.

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RECEIPT REQUIREMENTS
This information should be clearly visible on your receipt upload and
you will be requested to enter some of these details in your
questionnaire.

Restaurant Address _ex: Eindhoven, Markt 17, 5611 EB

Date/Time (to the minute) _ex: 10-11-2018 at 12:04 PM
Order Number ex: #11
Purchased meal/price _ex: LHB, LTL Fry, Soda/13,5 €
Cashier ex: Aditi (OR description if no name captured)

Not all receipts have the same format. Enter “N/A” for the information requested that
is not on your receipt.

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 TIME CALCULATION REQUIREMENTS 13
(Please keep this step very discreet, you are easily identified)

CALCULATE THE EXACT WAITING TIME FROM THE MOMENT YOU ARE HANDED YOUR
RECEIPT/TOLD YOUR ORDER NUMBER UNTIL YOU RECEIVE YOUR ORDER. ENSURE YOU LOOK AT
YOUR WATCH DISCREETLY. TIME CALCULATION HAS TO BE EXACT TO THE SECOND

Time calculation has to be exact to the second

 Use a digital timing device, you can use STOPWATCH in your phone. Record your times discreetly. DO
NOT use the time printed on your receipt or a clock on the wall as your timing.
 DO NOT round your times. DO NOT include time spent while waiting in line or while placing your
order. Please note down the same in minutes and seconds as this is very important

Waiting time calculation

 Always start timing when you are GIVEN YOUR RECEIPT and/or told your order number.
 Wait near the counter or condiment/drink area so you can hear your order number being called. DO NOT go to the restroom or
walk out of earshot while waiting for your order. Stop timing when your name/order number is CALLED.
 If it takes extra time to get your receipt, DO NOT include that extra time in your timings.
 If your order is incorrect, DO NOT include the time it took to be corrected.
 If your order includes a Milkshake, DO NOT stop timing if the Milkshake is ready before your meal, and also DO NOT count any
extra time spent while waiting for a Milkshake after receiving your meal.
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WHAT’S NEXT…
While waiting for your order, assess if the condiment/drink area is fully stocked,
functional and clean
 No litter/spills on the counter
 Freestyle drinks machine is working
 Ice, straws, drink lids in different sizes are available
 Ketchup packets/ salt / malt vinegar are available
 No empty ketchup dispensers/no missing ketchup cups noticed

Evaluate professionalism and attire of the crew members & their attitude
Pay attention to the facility cleanliness inside and outside

Watch the food preparation process (Burger & Fries) and observe as many
orders as you can

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CREW MEMBERS
The crew members should all wear red Five Guys t-shirts and hats/visors, no name tags.

Cashiers do not need to be directly at the cash register waiting. It is ok for them to be doing something
else, but they should quickly walk over to the register once you have arrived.

Five Guys crew should appear courteous, friendly, talkative, energetic, professional and genuine.
Horseplay is not acceptable.

Managers and Shift Leaders should wear grey/light grey (=almost white) or a
black Five Guys collared shirt and a Five Guys hat. They can also wear a red
Five Guys collared shirt and a red Five Guys hat. There should be at least one
manager/shift leader during every shift. Pay attention to the manager/shift leader
presence during your visit.

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CLEANLINESS STANDARDS
Observe your surroundings in order to evaluate the cleanliness
Latex gloves should be worn by all crew members when cooking. They
should be changed after raw meat is handled. Gloves should not be worn
when cleaning the dining room or sanitizing the kitchen area.
Everyone working behind the counter should wear an apron. Aprons should not be worn when
taking out trash and cleaning the dining area or restroom/toilet.
The dining area should be neat and clean.
Paper and trash should not be on floors or tables. Peanuts or peanut shells are acceptable on the
floor and/or tables and should not be considered when completing the cleanliness evaluation, unless
it is excessive.
Restrooms should be free of debris on the floor, sink and toilet. The glass and walls should be
clean. The trash should not be overflowing.
If you see any cleanliness issue being corrected by a crew member, DO NOT report it as a problem.
Check the exterior cleanliness and if the sidewalk outside the front door is clean and free of
heavy grease marks.
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COOKING STANDARDS: BURGERS

Burgers should be cooked across the grill using 3 stages

The burger grill has three sections and there is a separate bread grill. Usually you will
see the burger patties move from section one to section two to section three. The
cook should even out the patties with the patty press*, one time only. Crew
members anticipate orders, so you might only see patties that are already in section
three. That is OK.

*A PATTY PRESS is a silver/grey flat press with a handle on top.

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COOKING STANDARDS: FRIES

There are 3 very identifiable steps for cooking Five Guys Fries:

1. Pre-Cooking: The raw fries are in a basket and dropped in the oil.
2. Hanging: Once pre-cooked, fries should set for at least 2.5 minutes (and up to
two hours) before final cooking. In newer restaurants you will notice a hanging
rack.
3. Final-Cooking: The pre-cooked fries should be dropped back into the oil. During
this step the fry cook should be raising the fry baskets out of the oil and
vigorously shaking them. Once the final cooking stage is completed, the baskets
should be shaken at least 15 times to remove excess oil. (PLEASE DONOT
STARE AT THE CREW MEMBERS)

In most restaurants, you will see pre-cooked fries hanging and waiting for the final
cooking step.

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LAST BUT NOT LEAST

Food must be evaluated at the location immediately upon sitting

o When you receive your order, it will be served in a paper bag even though you will be dining
in. There are no trays.
o DO NOT take food away from the restaurant and DO NOT wait to evaluate. Start eating
immediately after receiving your order.
o Stay for at least another 15 minutes inside the restaurant after receiving your order to
complete your observations.
o In case of a Late Dinner scenario, pay attention if you see any signs of the crew members
getting ready for closing 30 minutes prior to the restaurant's stated closing time.
o Assess if your Burger/Fries meet the Five Guys food preparation standards -- NOT your own
preferences!

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EXPECTATIONS: BURGERS
Five Guys burgers are always cooked well done (=bien cuit), but will still be juicy. They should
not be dry or burnt but should be cooked completely through, with no pink.

Five Guys does not season their burgers. Do not downgrade the taste of your burger because
of a lack of seasoning or if you don’t like your burgers well done!

Burgers are wrapped tightly and placed upside down on the bottom of the bag with the fries on
top.

The inside of the bun should be lightly toasted to reduce the chance of sogginess once toppings are
added, although the number of toppings you order may affect your bun as well.

Your bun could be toasted even if you don’t see it being done. Discreetly LOOK if you are not sure.
Evaluate your bun immediately after seated as it may get soggy from the condiments.

Buns should not be crushed, but may be slightly flat.

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EXPECTATIONS: FRIES
Five Guys fries should be Boardwalk style: firm on the outside with a mashed potato inside. They
should never be “crispy”.

Fries are made in peanut oil and peanuts are available for customers at the store.
You may NOT participate in this program, if you are allergic to peanuts!

All Five Guys fries should be well-salted. Cajun Fries come with regular salt and Cajun
Seasoning, so this variant should be well-spiced.

Five Guys fries come often with a bit of peel on it and might be served in small pieces. This is
part of the Five Guys standards.

DO NOT make any deductions for the taste or quality of the fries just because you do not like this
type of fries or prefer the fries of another restaurant. DO NOT compare your assessment of the
Five Guys fries to another restaurant's fries.

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Restaurant/ outlet

Critical notes: Crew/ crew members

Refer to the cashier and other restaurant Dining area

employees as ‘crew members’.
Patty press
Refer to the visited location as 'restaurant' or
'outlet'. Avoid using words like 'shop/store' to Condiment/drink area
describe the restaurant.
Freestyle machine
Avoid any comments/complaints about the
price of the entire meal or separate products.
Restroom/toilet
Avoid any comparison of the quality/taste of
the burger/fries with any other restaurants.

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BARE BASIC PRINCIPLES

If you are employed by

Keep the visit Unforeseen Five Guys or by a
information & receipt circumstances? direct competitor, you
availabe for 2 months Always contact us! may NOT perform this
after the visit. assignment.
No other documents
(Google Maps Report/
Geoverification/Grill
Receipt) are accepted
as a proof of visit!

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REASONS FOR NON-PAYMENT

 Conducting the visit at timings other than what is mentioned in your assignment email
 Not following this project specific instructions and scenario requirements
 Not ordering Fries or not buying a Freestyle drink
 Replacing a Freestyle Drink with Water or Beer
 Not uploading an actual purchase receipt as a proof of your visit
 Not submitting your report within 12 hours after the visit
 Providing insufficient comments and being unavailable for clarifications
 Complaining about the price of the meal in your comments or making any comparisons
to any other restaurant
 Being identified as a mystery evaluator by the crew but still continuing with your visit
 Fabricating or forging information, this will also lead to the deactivation of your account

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Enjoy your meal!