Caffe Nero Service Excellence

Did any one of the team member greet and welcome you upon entering the store with a warm voice?

Did the barista acknowledge you and greet you in a friendly manner as you joined the queue?

Was the service style clear 2 at a time or one to one service "the same person who serve you is also the same person who took your payment?

When its your turn to order did the barista asked if its for dine in or take away?

While ordering, is the barista listening attentively and paying attention?

Did the barista suggest effectively, any additional item to your original purchase including syrup, up­size your beverage or water?

Did the barista introduce or offer you the newly launch product?

Incase the product you are looking for were not available did the barista offer you alternative or similar to that item?

Did the barista repeat your order correctly and in a clear voice (including especial orders).

Did the barista make a small talk, asked how are you etc?

Were all the order serve correct and complete?

Did the barista stamp / offer you loyalty card and scan your amber card?

Did the barista give you receipt/bill?

Did the barista direct you to the condiments section?

Did the barista say thank you and wish you well?

How long was the wait? (from the time you joined the back of the queue to the point at which you completed your transaction by paying for, and receiving your coffee)

Were the outside tables clean free from crumbs and smudges?

Were the store clean and tidy, chairs and tables are organized?

Was there a well stocked fridge and was there an adequate range / choice available for the time of day?

Were all food price tags present with food item & removed if not available?

Was the condiments area well stocked and clean?

Were the music playing in the right tune/volume?

Incase you order food that is need to be heated, did the barista gave you a number block?

Did the food you ordered meet your expectations?

Has anyone come and visit you at your table during you stay and offer you a second cup incase you drink is finished?

Was there evidence of cleaning and clearing during your visit?

Was the store promoting the relevant seasonal products (campaign)

Did you feel there was interaction amongst the team & towards customers during your visit?

Were the team working well as a team? Are they enjoying themselves / efficient / sense of urgency and with the buzz?

Were the team presentable, wearing apron clean t-shirts, standard jewellery?

Taking into account the level of trade, were staff acknowledging customers on departure?