CGM Visit

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

EE Way

• Is the store clean & tidy, price tickets out and all POS correct?

  Yes

  No

  N/A

• If more than 3 staff was the podium manned, if less than 3 staff are advisors acknowledging customers within 30 seconds?

  Yes

  No

  N/A

• All advisors wearing the correct name badge and in clean, well presented uniform?

  Yes

  No

  N/A

• All advisors using solution sheets with every customer?

  Yes

  No

  N/A

• Are all demos working with App Store activated and popular apps downloaded?

  Yes

  No

  N/A

• All demo tablets available to put in customers hands with 4G sim in, Hopster & Kurio fully setup?

  Yes

  No

  N/A

• All advisors have all logins?

  Yes

  No

  N/A

• Notes

Performance

• Is the store on track for 9 out of 9?

  Yes

  No

  N/A

• Is the store on track for 4 core KPIs?

  Yes

  No

  N/A

• Is the store converting over 3% PAYM conversion?

  Yes

  No

  N/A

• Is the store PAYM/UPG ratio over 0.8?

  Yes

  No

  N/A

• 3 month store performance

  Media

• MTD performance summary

  Media

• Zero Sellers Previous Month

• Store volume targets in place for all 4 core KPIs, tablets, sharers, p2p with advisor breakdown?

  Yes

  No

  N/A

• Back office boards up to date with Customer (NPS, Service NPS, Mystery Shop) Value, MRC, Fraud and updates?

  Yes

  No

  N/A

• Notes

Reviews

• Have all reviews been completed by the 10th of the month unless on holiday, sick, etc?

  Yes

  No

  N/A

• Are all reviews documented with clear actions to improve performance?

  Yes

  No

  N/A

• Advisor 3 month information

  Media

• All advisors who are consistently underperforming on informal/formal plans using My Performance?

  Yes

  No

  N/A

• How many advisors on informal plans?

  Select 0 1 2 3 4 5

  • 0
  • 1
  • 2
  • 3
  • 4
  • 5

• How many advisors on formal plans?

  Select 0 1 2 3 4 5

  • 0
  • 1
  • 2
  • 3
  • 4
  • 5

• Notes

Observations and Feedback

• Are the store documenting shop floor observations and feedback?

  Yes

  No

  N/A

• Is documented feedback recorded digitally, used in reviews and conducted daily?

  Yes

  No

  N/A

• Notes

Briefs & debriefs

• Are the store having 10-15 minute briefs daily?

  Yes

  No

  N/A

• Are all advisors getting a de-brief daily?

  Yes

  No

  N/A

• Notes

• Visit complete

  Sign