Caffe Nero Brand Audit

Espresso ABC (Aroma, Body, Crema) 2

Was the timer used as per drink standard when extracting coffee?

Was the steam wand wiped properly with pink cloth?

Was the coffee made as per standard (presentation and foam level)

Was the milk jugs used correctly? (correct color code)

Where the cups and saucer clean and not wet when served?

Was the coffee made in correct temperature? (Cappuccino & Flatwhite)

Where you been acknowledge upon entering the shop?

Where the 6 steps service conducted?(Including Amber Card)

Was the team engaging enough? (creates conversation beyond transactional service)

Did the team member made eye to eye contact?

Did the team member asked if the order was for dine in or take away?

Did the team member repeat the order during order taking?

Did the team member upsell? (product offered beyond what you have ordered)

Did the team member suggest a promotional and newly launched products?

Was the speed of service satisfactory? (approximate 90 seconds per drink)

Did the barista look neat and clean? (hair tied back and with hairnet, clean shaven, clean finger nails)

Was the uniform as per standard? (clean, in good condition)

Was the number block given for any food order?

Does the store look clean when you walk in?

Was the tables clear out within 5 mins upon customer leaves?

Where the tables and chairs arrangedcorrectly? (depends on trade volume)

Are the chairs and cushions clean?

Are the tables and chairs clean and in good condition? (not damaged)

Are all the lights working? (not more than 4 bulbs out/busted)

Is the floor mopped and clean?

Are the walls, picture frames, AC vents clean and without visibility of dust accumulation?

Have the table been cleaned? (np crumbs or dirt visible)

Was the planogram in place and followed? (as per day parts)

Are the price tag clean and not damaged?

Are heated products warmed all the way through? (no cold from the inside)

Is the food display abundant and arrange properly? (as per planogram and day parts)

Is food presented according to service standard? (correct cutlery)

Is the food presented according to standard?

There are no expired products

There are no damage dome lids

Are all team members aware of the current campaign?

Is all marketing collateral in place as per brief and customer journey?

Can every team member name and described all the campaign / new products?

Are all new / campaign products received as per product brief? (correct labeling with correct products, positioning of stickers on packaging etc.)

Are store team members actively sampling as per guidelines, store schedule set by store manager?

Has all old collateral form the previous campaign been removed?

Is all visual marketing collateral in good condition? (label, shelf talker, wobblers, etc.)

Are all price tags placed in front of the correct product with correct prices?

Are team members aware of delight scores and delight comments from the previous day?

Is the noticed board present in the BOH? (clean and readable content and updated)

Are he KPI's (sales, ATV, UPT) targets and actual sales posted in the BOH?

Are the team member aware of Al Tayer Values?

Are the team members aware of company initiatives in that particular period?