Winning Hearts Everyday

Winning Hearts Every Day

100

Fill in the blanks. Win ___________, Win _______. 

Win Moments, Win Hearts

200

What does OSAT stand for?

Overall Satisfaction

300

Who understood that Guests feel most cared for when we execute with excellence in the Restaurant and build trust by engaging with Guests personally?

Truett Cathy 

400

What two aspects of the business does the Winning Hearts Every Day Strategy place equal weight on? 

Operational Excellence and 2nd Mile Service

500

What are the three subcategories for Operational Excellence? 

Craveable Food  

Fast and Accurate Service 

Welcoming Environment 

Craveable Food

100

What is our Food Safety score goal? 

1

200

Why does Chick-fil-A strive to create craveable food?

So that Guests want to keep coming back to enjoy it again and again. 

300

What three survey metrics help us measure serving craveable food?

Taste

Temperature 

Portion Size 

400

What are the 4 Hero Products? 

Waffle Potato Fries 

Chick-fil-A Nuggets 

Chick-fil-A Sandwich 

Grilled Chicken Sandwich 

500

What is our goal for Taste based on the Top 20% score?

77%

Fast and Accurate Service

100

What does SOS stand for?

Speed of Service

200

Fill in the blanks.

______ is smooth and smooth is ______.

Slow is smooth and smooth is fast.

300

The Guest experience should be quick, accurate, and frictionless but never ____ 

rushed

400

What are four things Team Members can do to contribute to a Fast and Accurate Guest Experience

Confirm Orders

Provide Dine-Ready Meals

Give Clear Direction

Offer Handheld Menus in the Drive-Thru

500

What is our goal for Order Accuracy based on the Top 20% score?

97%

Welcoming Environment

100

How do Team Members contribute to a Welcoming Environment 

With a professional appearance 

200

What are the three cleanliness metrics that make up Combined Cleanliness?

Interior Cleanliness 

Exterior Cleanliness 

Restroom Cleanliness

300

Complete the sentence. 

"Chick-fil-A Restaurants should be a place of restoration. They should always be

C_____

S_____ and 

T______ W______

Clean 

Safe and

Truly Welcoming 

400

What does a neat appearance tell the Guest?

That we are responsible and care about their well-being. 

500

What is our goal for Combined Cleanliness based on the Top 20% score?

77%

Genuine Hospitality

100

What is the Core 4?

Create Eye Contact 

Share a Smile 

Speak with a Friendly Tone

Always say "My Pleasure"

200

What are the three elements of 2nd Mile Service

Personal 

Proactive

Generous 

300

Name one of the examples given for the 2nd Mile Service Element- Generous 

Spending time with a Guest 

Offering the Guest a sample 

Offering the Guest a free item (mint, cookie, cow) 

Place an encouraging note or coupon in the Guest's bag 

400

What are the three expectations of personalizing the Guest experience?

Using a Guest's Name 

Warm Welcome

Fond Farewell

500

What does the acronym H.E.A.R.D stand for?

Hear 

Empathize 

Apologize 

Resolve 

Delight