CEA - Customer Experience Audit

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

1.0 - Previous Audit

• 1.1 - Has the last audit been reviewed?

  Yes

  No

  N/A

• 1.2 - Have all action items been addressed?

  Yes

  No

  N/A

2.0 - Forecourt

• 2.1 Is the forecourt clean and well maintained?

  Yes

  No

  N/A

• 2.2 Are the promo signs accurate?

  Yes

  No

  N/A

• 2.3 - Are the pump toppers in place and current?

  Yes

  No

  N/A

• 2.4 Are the nozzle talkers in place and current?

  Yes

  No

  N/A

• 2.5 - Are the MUCs in place and windshield washer fluid supplied?

  Yes

  No

  N/A

• 2.6 - Are the forecourt product displays full and clean?

  Yes

  No

  N/A

• 2.7 - Does the Pylon Sign appear to be in good shape?

  Yes

  No

  N/A

• 2.8 - Is the front of the C store or kiosk clean (including windows)?

  Yes

  No

  N/A

• 2.9 - Do both doors work?

  Yes

  No

  N/A

3.0 - Backcourt

• 3.1 - Is the store bright (ie lights in working order)?

  Yes

  No

  N/A

• 3.2 - Are the promo products closest to the door?

  Yes

  No

  N/A

• 3.3 - Are the floors, walls, and glass clean?

  Yes

  No

  N/A

• 3.4 - Does the store look "full" (ie no holes)?

  Yes

  No

  N/A

4.0 - Customer Service

• 4.1 - Are pumps operating at acceptable speed? ( >32 Litres/minute)<br>

  Yes

  No

  N/A

• 4.2 - Are staff friendly and outgoing?

  Yes

  No

  N/A

• 4.3 - Are customers asked about bonus bucks and informed about the benefits of the program?

  Yes

  No

  N/A

• 4.4 - Are customers informed about the latest corporate promotion (PayDay, Charity, etc.)

  Yes

  No

  N/A

• 4.4 - Did staff try to SELL at least one item on promo? (Hint: Gum for tobacco customer; chocolate bar for fuel; car wash/lottery when they already have gas and merch)

  Yes

  No

  N/A

5.0 - Compliance

• 5.1 - Are hoses in good working order?

  Yes

  No

  N/A

• 5.2 - Are cigarette packs hidden from sight?

  Yes

  No

  N/A

• 5.3 - Can staff explain the policy with respect to ID'ing customers (under 35 gets ID)?

  Yes

  No

  N/A

Sign Off

• On site representative

  Sign

• Auditor's signature

  Sign