People search for the questions in advance for two reasons. Some want to know how long this is going to take. Others want to have the answers ready so they can click through in ninety seconds. This page serves the first group honestly and the second group as well — though we will make the case, near the end, for why speeding through it is a waste of the only leverage you have.
The shape of the survey
Six blocks, roughly in this order: identify the visit, rate it overall, break that rating down, describe how you ordered, say whether you would recommend the place, and add anything the scales missed. Between them sit conditional follow-ups that appear only if your answers call for them.
| Block | Typical questions | Why it exists |
|---|---|---|
| 1. Identify the visit | Receipt photo, or store number and date and time | Attaches your answers to a real transaction |
| 2. Overall satisfaction | One scale, highly dissatisfied to highly satisfied | The headline metric managers are scored on |
| 3. Breakdown | Food quality, temperature, accuracy, speed, staff, cleanliness, value | Turns one number into a diagnosis |
| 4. Order channel | Drive-thru, walk-up window, delivery, app | Different channels fail in different ways |
| 5. Recommendation | How likely you are to recommend, and to return | Loyalty measure, tracked over time |
| 6. Comments | Open text | The part a human reads |
Block one: identifying the visit
Covered in full on our walkthrough, because it is the block that changed. In short: upload a photo of the receipt, or type the store number and the date and time. Get the time format right — twelve-hour clock, to the minute — and this block takes twenty seconds.
Block two: overall satisfaction
A single scale, usually five or seven points, anchored from highly dissatisfied to highly satisfied. This is the number the company tracks by store, by week, by shift. Everything after it exists to explain it.
Answer this one first and instinctively. If the visit was fine, say fine. The temptation to be generous because a coupon is coming is understandable and unhelpful — an inflated score makes a struggling location look healthy.
Block three: the breakdown
The same scale applied to the components of the visit. Expect most or all of these:
- Food quality — was it made properly, did it taste right
- Food temperature — separately measured, because it fails separately. Cold seasoned fries are the single most common complaint in this category of restaurant
- Order accuracy — did you get what you asked for, including modifications
- Speed of service — how long from ordering to receiving
- Staff friendliness — the interaction at the window
- Cleanliness — the restaurant, the window area, the packaging
- Value for money — not “was it cheap” but “was it worth it”
These are the categories every quick-service feedback programme measures, and for good reason: they map onto things a manager can actually change on Monday morning. A low score on temperature triggers a different fix from a low score on friendliness.
Block four: order channel and accuracy
You will be asked how you ordered. Checkers and Rally’s are built around the double drive-thru — two lanes, no dining room in the classic format — so the channel question carries more weight here than it would at a chain with a big dining area. Drive-thru, walk-up window, delivery and app all fail in different ways, and the company separates them so the numbers do not blur together.
If your order was wrong, expect a follow-up asking what was wrong: missing item, incorrect item, a modification ignored. Answer it precisely. “Missing item” and “wrong item” lead to different conversations in the kitchen.
Block five: likelihood to recommend
Usually a longer scale — often zero to ten — asking how likely you would be to recommend the restaurant to a friend, and sometimes a companion question about returning. This is the standard loyalty metric used across the industry, and it is tracked as a trend rather than read individually.
Block six: the comment box
This is the one that matters, and most people skip it.
Everything before it is a number in a dashboard. The comment box is prose that a district manager reads. A rating of two out of five on order accuracy tells them something went wrong; “ordered a Big Buford with no onion at the second window around 6:15, got onion, second time this month” tells them what, when, where and how often. One of those gets fixed.
How to write a comment that lands
- Be specific. Item, time, window, what happened.
- Be calm. Anger gets skimmed. Facts get forwarded.
- Name good staff. Positive comments naming an individual are read out and remembered. This is the highest-return thing you can do with sixty seconds.
- Say what you want. If you want the fries hotter, say the fries were cold. Do not make them infer it.
How the branching works
The survey is conditional, which is why nobody can tell you an exact question count. Score everything highly and the follow-ups never trigger; the whole thing collapses to a short path. Score something poorly and the form opens a branch to find out why. Say you used delivery and the questions about the drive-thru window drop away.
This is a feature, not padding. It also means the survey genuinely takes longer when your visit went badly — which is a slightly perverse incentive, and worth resisting.
What happens to your answers
They go into an experience-management platform — Qualtrics, in this case — where they are aggregated by location and time period and surfaced to the people who run those restaurants. More than 700 Checkers and Rally’s locations exist, the majority franchised, and a franchisee’s scores are a real operational and contractual concern. Your rating is one data point among many; your comment may be the only comment that store gets this week.
What the survey is not is a complaints channel with a reply. If you need someone to get back to you — a refund, a serious hygiene issue, a safety concern — use the company’s own contact routes as well. We cover the distinction on the FAQ page.
Should you answer honestly?
Yes, and not for sentimental reasons.
The coupon is for completing the survey, not for approving of the restaurant — nobody is checking your scores before issuing it, and it would be a self-defeating system if they were. Meanwhile the only reason this programme exists is that the company wants to know where it is losing customers. Rating a cold, wrong order as five stars costs you nothing and costs the next customer a cold, wrong order.
Take the extra ninety seconds. Write the comment. That is the actual value on offer here, and the sandwich is a bonus.
Questions about the questions
How many questions are in the GuestObsessed survey?
There is no fixed number, because the form branches. A visit where everything went well takes the short path — roughly a dozen screens of scales. Flag a problem and the survey adds follow-ups to understand it, which can push it past twenty. Either way it is a three-to-seven minute exercise.
Do I have to answer every question?
Most rating questions are required to move forward; the free-text comment box is optional. If a question genuinely does not apply — you were asked about the dining area but used the drive-thru — look for a ‘not applicable’ option rather than guessing.
Does giving low scores affect my free sandwich coupon?
No. The reward is for completing the survey, not for praising the restaurant. A company that only rewarded positive feedback would be collecting worthless data, and it would know that. Score it as you found it.
Can I write a complaint in the GuestObsessed survey?
Yes, and the comment box is the right place for it. Be specific: what happened, roughly when, at which window. A short factual account gets acted on far more often than an angry paragraph. If you need an actual reply rather than to be logged, use the company’s own contact channels as well — the survey is a measurement instrument, not a complaints desk.
Will anyone from Checkers contact me about my answers?
Usually not. The survey is designed to aggregate. Some feedback platforms flag severe responses for follow-up, and some franchisees do reach out, but you should not submit a survey expecting a phone call. If you want a response, contact the company directly.
We are an independent team that documents restaurant guest-satisfaction surveys. We are not Checkers, Rally’s, or the company that runs GuestObsessed.com. We take the surveys ourselves, screenshot what we see, date every claim, and correct pages when the survey changes. Read our editorial policy or tell us we got something wrong.