Cluster - One to one call

• Manager

• Store

• Conducted on

  Date

• Reviewed by

People

• Have all BEST reviews been completed by 10th?

  Yes

  No

  N/A

• Have BEST nominations been made? Who? Why? What behaviours?

  Yes

  No

  N/A

• New starters? (names/contact details/probationary reviews)

  Yes

  No

  N/A

• Are Performance Improvement Plans in place to help people improve? (Discuss historical KPI performance & actions currently being taken)

  Yes

  No

  N/A

• Who are your top performers? What are their succession plans? (Documented?)

  Yes

  No

  N/A

Customer

• NPS Score above 82%?

  Yes

  No

  N/A

• Does the Store have an NPS action plan?

  Yes

  No

  N/A

• Has the Store had any Detractors? How many? What actions?

  Yes

  No

  N/A

• Has the Store been Mystery Shopped? Score? Actions?

  Yes

  No

  N/A

Performance

• Does the SM/Deputy know the store Run rates?

  Yes

  No

  N/A

• PAYM performance on track?

  Yes

  No

  N/A

• EE Extra mix above 40%?<br>

  Yes

  No

  N/A

• UPG performance on track?

  Yes

  No

  N/A

• PAYG performance on track?

  Yes

  No

  N/A

• FBB performance on track?

  Yes

  No

  N/A

• SME performance on track?

  Yes

  No

  N/A

• Insurance attachment rate above 40%?

  Yes

  No

  N/A

• Accessory attachment rate above 60%?

  Yes

  No

  N/A

• Star Mix above 20%?

  Yes

  No

  N/A

• Tablet attachment rate above 10%?

  Yes

  No

  N/A

• Sharer volume on track?

  Yes

  No

  N/A

• Top-up PP Strike Rate above 15%?

  Yes

  No

  N/A

• Conversion targets on track? 13% Overall & 3% PAYM?

  Yes

  No

  N/A

Support

• What support do you need to deliver the above?

  Yes

  No

  N/A