CGM VISIT 2016 - FEEL CONNECTED

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

• RAG Scored: all R or A marks must be accompanied by a photo & notes

Customers 1st impressions

• Picture of shop on arrival (feedback always on this area)

  G: Good standard

  A: Needs slight attention

  R: Business critical

• List all team members in during visit inc job title.

• Team members:

Shop standards (inc POS)

• 100% price ticket compliance? (Photo example & comments)

  G: Good standard

  A: Needs slight attention

  R: Business critical

• 100% dummy handset compliance? (Photo example and comments)

  G: Good standard

  A: Needs slight attention

  R: Business critical

• 100% of live shop floor demo equipment in good condition and working?

  G: Good standard

  A: Needs slight attention

  R: Business critical

• Cleaning standards in customer & staff areas satisfactory?

  G: Good standard

  A: Needs slight attention

  R: Business critical

• Staff uniform is complete to a good standard and name badge visible? (Include personal hygiene)

  G: Good standard

  A: Needs slight attention

  R: Business critical

• Chalk board standards & message.

  G: Good standard

  A: Needs slight attention

  R: Business critical

Value, Kpi and incremental detail

• Front four mtd % standings on visit

  G: Good standard

  A: Needs slight attention

  R: Business critical

• tablet attach rate on visit (target 18%)

  G: 18% +

  A: 14%+

  R: 13% -

• sharer mix on visit (target 10%)

  G: 10%+

  A: 7%+

  R: 6%-

• Multi mix (target 15%)

  G: 15%+

  A: 12%+

  R: 11%-

• Pack adoption % mtd (target 90%)

  G: 90%+

  A: 75%+

  R: 74%-

• Add to plan volume on visit.

  G: Good standard

  A: Needs slight attention

  R: Business critical

• Value standings mtd on visit - detail here opportunity areas to drive growth & any concern areas

  G: Good standard

  A: Needs slight attention

  R: Business critical

EE Way.

• EE Way - podium in place?

  G: Good standard

  A: Needs slight attention

  R: Business critical

• EE Way - Fact find in place?

  G: Good standard

  A: Needs slight attention

  R: Business critical

• Gatekeeper / Manager involvement in all sales?

  G: Good standard

  A: Needs slight attention

  R: Business critical

• Demo & introduction of additional products consistent?

  G: Good standard

  A: Needs slight attention

  R: Business critical

• Atmosphere good , all staff making customers feel welcome & shift manager presence felt?

  G: Good standard

  A: Needs slight attention

  R: Business critical

• FTE supports the EE Way in being complete in store? (Ie to budget)

  G: Good standard

  A: Needs slight attention

  R: Business critical

• FTE on the day suitable and correct in min 1 manager? (Take time to look at rota and Sunday trade - add feedback here )

  G: Good standard

  A: Needs slight attention

  R: Business critical

• Obs sheets conducted by shift manager , spot feedback & coaching given?

  G: Good standard

  A: Needs slight attention

  R: Business critical

Strong, Simple and efficient.

• My performance operational in store and 2 people (1 which management) can login and confidently use?

  G: Good standard

  A: Needs slight attention

  R: Business critical

• Excalibur live & use in store?

  G: Good standard

  A: Needs slight attention

  R: Business critical

• All staff have Excalibur logins? (Spot check CAs on visit)

  G: Good standard

  A: Needs slight attention

  R: Business critical

• All staff have R&R logins (spot check staff)

  G: Good standard

  A: Needs slight attention

  R: Business critical

• Check fund card understanding with shift manager and 1 random CA

  G: Good standard

  A: Needs slight attention

  R: Business critical

• Check ADS understanding with shift manager and 1 random CA

  G: Good standard

  A: Needs slight attention

  R: Business critical

Boards

• Is the company set sales board (as a minimum) completed fully and checked against latest sales data?

  G: Good standard

  A: Needs slight attention

  R: Business critical

• Is the company set nps board ( as a minimum) completed fully and checked agains latest results?

  G: Good standard

  A: Needs slight attention

  R: Business critical

• Store has a detailed value board inc reports set by EE (able to see detail linked to CA or store , with daily or weekly management)

  G: Good standard

  A: Needs slight attention

  R: Business critical

• Coms displayed from this week and this weekend / CGM / RM / leads?

  G: Good standard

  A: Needs slight attention

  R: Business critical

• Rota complete and clear for 4 week ahead of visit date?

  G: Good standard

  A: Needs slight attention

  R: Business critical

People

• Best alive throughout team.

  G: Good standard

  A: Needs slight attention

  R: Business critical

• Current months reviews complete for 100% of staff

  G: Good standard

  A: Needs slight attention

  R: Business critical

• Pip plans in place for under performers?

  G: Good standard

  A: Needs slight attention

  R: Business critical

• Pdp in place for staff that qualify or require ( a career pathway understanding and work to know by all)

  G: Good standard

  A: Needs slight attention

  R: Business critical

• Any HR areas managed Ie sickness etc

  G: Good standard

  A: Needs slight attention

  R: Business critical

Action plan from visit

• I confirm that the information recorded from today's visit is correct and that it is my responsibility to correct the underperforming and maintain the performing. I agree to work to the actions detailed below and know to seek advice and additional support needs from my regional management team.

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• Action plan.

• Add media

  Media

Revisit

• A revisit date has be set below.

• Select date

  Date

• The date may change due to business demands bug you will get notice and a new date booked in good time. Sign to accept revisit date and to agree to complete you action plan by your next visit date.

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Feel connected plan discussion and brief.

• Omni channel.

• Network is king.

• BT EE

• EE connect.

• Feeling empowered.

• Reward changes.