Dunkin' — Restaurant in Johnston

Hospitality reviewer report - July 26, 2025

Employee appearance 9/10 (+2 from last report) Name tags should be easily visible.

Inside service 9/10 (+3 from last report) Hospitality is important in public service. A customer is more likely to return if the employee was was sincere, even if mistakes are made. A bad or uninspiring service experience can cause a customer to not return to a business regardless of product quality and order accuracy.

Drive thru service 9/10 (+1 from last report) Some employees greet customers, others will only tell you the price. Orders are usually accurate. If you are on your way to work or an important meeting during morning or afternoon rush hours or lunch time, allow an extra 15 minutes as these are the busiest times, also major holidays.

Food preparation and quality 8/10 (same from last report) Hot sandwiches should be consistently hot, if cheese is added it should be melted. Hash browns should by crispy, not mushy and stuck together. You may want to specify details when you order.

Beverage quality: 9/10 (Same from last report) Hot and cold prepared beverages are mostly accurate. Taste of beverages is mostly consistent.

Interior of the business 8/10 (Same from last report) Tables, chairs, and floor are usually clean. Counter should be cleaned more often.

Exterior areas 9/10 (Same from last report) Mostly clean.

Hours consistency 10/10 (+2 since last report) Business is mostly consistent with posted hours.

Food item availability (Based on time of visit) Donuts, bagels, pastries and other items can have very limited availability in the afternoon or evening. Stocking of certain items may only take place once a day in the early morning.

Comments: Most customers will return if an order is not prepared exactly as specified if the service was sincere or memorable. If the order was not prepared accurately, we would return because of the service and hospitality. Other customers, mainly commuters to work or scheduled activities, care more about getting their food and beverages fast and accurate with less regard for level of service provided. However, these customers are more likely to not return if orders are not accurate, as they often do not have time to return and have the order corrected. Most repeat and referred customers start with great interaction with employees that creates a great customer experience. While order accuracy is important, effort and sincerity will...

Hospitality reviewer scores - November 4, 2024

Employee appearance 9/10 Name tags should be easily visible.

Inside service 8/10 All employees must be consistent in pleasantly greeting and communicating with customers. Employees recognized for hospitality: Shayla, Mia, Hannah, Jayda, Beverley.

Drive thru service 8/10 Some employees greet customers, others will just tell you the price. Orders are usually accurate. If you are on your way to work or an important meeting during rush hours or lunch time, allow an extra 15 minutes for quality over speed.

Food preparation quality 7/10 Temperature on hot sandwiches should be consistently hot. Hash browns should by crispy, not mushy and stuck together. Cheese on hot sandwiches should be melted. You may want to specify details when you order.

Beverage quality: 9/10 Hot and cold prepared beverages are mostly accurate. Taste of beverages is mostly consistent.

Interior of the business 8/10 Tables, chairs, and floor are mostly clean. Counter should be cleaned more often.

Exterior areas 9/10 Mostly clean.

Hours consistency 9/10 Business should be consistent with inside and drive thru opening and closing times as posted.

Notes: Donuts and pastries have very limited availability in late afternoon or evening.

Most customers will return if an order is not prepared exactly as specified if the service was sincere or memorable. For example, our experience with Shayla was great. If the order was not prepared accurately, we would return because of the service and hospitality. Other customers, mostly commuters, care more about getting their food and beverages fast and accurate with little regard for level of service provided. However, these customers are more likely to not return if orders are not accurate, as they often do not have time to return and have the order corrected. Most repeat and referred customers start with great interaction with employees that creates a great customer experience. While order accuracy is important, service, hospitality, and sincerity will...

Hospitality reviewer scores - May 11, 2024

Employee appearance 8/10 Name tags should be easily visible.

Inside service 7/10 All employees must be consistent in pleasantly greeting customers. All employees that could be identified by name for providing consistent service and hospitality: Anthony R. (morning), Kim (morning/afternoon), Tony (afternoon/evening), Jada (afternoon/evening), Joe (afternoon/evening). Diana (afternoon/evening) has potential to be consistent in service and hospitality.

Drive through service 8/10 Employees are mostly pleasant, some will only tell you the price without much personality. Orders are mostly accurate. Wait time is tolerable when busy. If you are on your way to work or an important meeting, give an extra 15 minutes for quality over speed.

Food quality 8/10 Temperature or texture is mostly consistent. Hash browns should by crispy and not stuck together. Cheese on all hot sandwiches should be melted.

Ambiance of the restaurant 7/10 Tables, chairs, and floor are mostly clean. Counter should be cleaned more often.

Outside area 8/10 Mostly clean.

Hours consistency 9/10 Business should be consistent with inside and drive through opening and closing times as posted.

Overall hospitality rating for this business 8/10

Notes: Most customers will return if an order is not prepared exactly as specified if the service was sincere. Other customers, mostly commuters, care more about getting their food and beverages fast and accurate with little regard for level of service provided. However, these customers are more likely to not return if orders are not accurate, as they often do not have time to return and have the order corrected. Most repeat and referred customers start with great interaction with employees that makes customers happy and feel welcome. While order accuracy is important, a good overall experience will...