CN ISSA-US

Title Page

1.0 First Impressions

1.1 Did the front of the store look inviting?<br>(Please check the condition of the awning, A-board, clean windows/pavements, patio, window/outdoor lighting etc.)<br>
1.2 On entering the store, what was the ambience of the Cafè like? Was there music playing, was there a buzz about the store and/or team, was the lighting at the correct level?
1.3 Was Cleaning and Clearing evident from the outside with tables clean for new customers?
1.4 Was the store using their Daily day part checklist?
1.5 Were uniform standards being adhered to? Aprons visible, clean shirts, hats, standard jewellery? Well groomed, hair tied back,?

2.1 Was there a fully stocked fridge and an assorted offering available for the time of day? (i.e. sandwiches, drinks, soups etc)
2.2 Were customers verbally acknowledged in a friendly manner as they joined the queue?
2.3 Was the service style clear? 2 people served at a time and one to one service, ‘the same person who served my drink also took my payment’.
2.4 Were staff adhering to the Barista Priorities – Customer is king, cleaning and clearing, restocking, washing
2.5 Were customers asked for their drink order and offered a regular or grande?
2.6 Was the Cake Counter correctly merchandised and fully stocked?
2.7 Was a specific food suggestively sold which was relevant to the time of day? (Upsell)
2.8 Was the store displaying all retail coffee offerings? (filter,decaf,beans etc)
2.9 Did the Barista first stamp your loyalty card, recommend downloading our app and then accept payment?
3.10 Was the condiment counter referenced and upon visiting was it clean and stocked? (paper products, milk, sugar)
3.11 Was the team working together and openly communicating? Are they enjoying themselves / efficient / sense of urgency?
3.12 Time two guests; what did they get and record the time they started and ended. Was the service wait acceptable given the trade time?
How many guests were in front of you?
How long was your 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)

4.1 Was your food and drink presented according to spec? (no spillage,correct plate, napkin and cutlery, etc.)
4.2 If more than two products bought, were you given a tray? (Observe other customers)
4.3 Was your drink made to standard? (Flush, purge, ROP, Timer used etc)
4.4 Was there evidence of regular cleaning and clearing during your visit?
4.5 Did you feel there was positive interaction amongst the team & towards customers during your visit?
4.6 Were staff acknowledging customers on departure during your visit?
4.7 Given the level of occupancy, was there evidence of hosting while in the store?

5.1 Were the bathrooms clean with evidence of regular deep cleaning? No paper on the floor/clean sink, mirror, toilets, changing station, empty bin
5.2 Were the bathrooms fully stocked? Paper, soap, towels, toilet brush?
Please record any maintenance issues here.

6.1 Was the store promoting the relevant seasonal products (cold drinks, soup, promotions etc?)
6.2 4 Merchandising golden rules followed? (5 cakes, pastries full according to spec, baskets, jars, and remote coolers full, sandwiches/salads stocked according to volume )<br><br>

7.1 Was the team focused on being kind to the customers and making a positive difference in people’s lives?
Can you give an example of this?
Example notes.

Action Points

Key point 1 - Include Person Responsible & Expected Completion Date
Key point 2 - Include Person Responsible & Expected Completion Date
Key point 3 - Include Person Responsible & Expected Completion Date
The above action plan works on areas that we think you can look at to improve the customer’s experience. However, from this visit, we also thought that the following worked really well…
What worked well