Customer Experience

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

1. Deployment

• 1.1.1.1 Is the deployment sheet available and are positions posted, signed to each partner and actively referenced?

  Yes

  No

  N/A

1.1 Deployment principles 1.1.2 Customer connection

• 1.1.2.1 Are customers greeted at the earliest possible opportunity in a friendly manner? (this is to include at the till if there is no queue)

  Yes

  No

  N/A

• 1.1.2.2 Were you asked for your name when ordering your beverage?

  Yes

  No

  N/A

• 1.1.2.3 Are partners actively promoting other products for example the MSR, Beverage, Food and Origin?

  Yes

  No

  N/A

2 Brand standards 2.1 Sirens Eye 2.1.1 Visual execution

• 2.1.1.1 Is the transaction plane, impulse fixture (where available), cookie jar, unobstructed, fully stocked and labelled. Starbucks Card Holder is stocked?

  Yes

  No

  N/A

• 2.1.1.2 The correct A-board insert and banner stand signage displayed and in good condition?

  Yes

  No

  N/A

• 2.1.1.3 Is the correct window signage in place for both promotional and core and window?

  Yes

  No

  N/A

• 2.1.1.4 Is the merchandise including Coffee display (floor stand, baskets, knock down table, merchandise bay, metal stand and bar back cubbies) priced and fully stocked, including VIA?

  Yes

  No

  N/A

• 2.1.1.5 Is the condiment bar fully stocked?

  Yes

  No

  N/A

• 2.1.1.6 Is the daily offerings board. Whole bean display and menu boards as per campaign guide?

  Yes

  No

  N/A

2 Brand standards 2.2 Uniform standards 2.2.1 Dress Code

• 2.2.1.1 Is the Starbucks dress code and presentation standards followed, including hair colour standard? Aprons are clean and are not worn during breaks? Name badges are correctly written (chalked) and are worn at all times?

  Yes

  No

  N/A

2 Brand standards 2.3 Environment 2.3.2 Atmosphere

• 2.3.2.1 Is the music Starbucks supplied and at the correct volume?

  Yes

  No

  N/A

• 2.3.2.2 Is the store lighting correct, and there are no more than 3 light bulbs out within the store?

  Yes

  No

  N/A

• 2.3.2.3 Does the store operate a free customer wifi access (or an alternative free wifi access) that provides the same level of speed, ease of use and availability of service and level of security to customers?

  Yes

  No

  N/A

• 2.3.2.4 Is the bathroom stocked with toilet paper and hand soap (not a bar of soap)?

  Yes

  No

  N/A

• 2.3.2.5 Is the cafe clean and tidy?

  Yes

  No

  N/A

2 Brand standards 2.4 Service Recovery Vouchers 2.4.1 service recovery vouchers available

• 2.4.1.1 Are service recovery vouchers available (not in the safe)?

  Yes

  No

  N/A

3 Beverage 3.1 Beverage Quality 3.1.1 Recipe

• 3.1.1.1 Were each of the beverages made to the evaluation standards? Two of the following: 1. Caffè latte 2. Cappuccino 3. Frappuccino 4. Caramel Macchiato 5. Campaign drink 6. Flat White thermometers used for the following drinks: flat white, eggnog, children's and extra hot beverages

  Yes

  No

  N/A

• 3.1.1.2 Is the mocha pump calibrated correctly? Chose one pump from: a. Bar mocha/White mocha (2 pumps = 1 shot glass to the line), b. Chai tea (3 pumps = 2 x shot glasses to the line)

  Yes

  No

  N/A

• 3.1.1.3 Are espresso shots incorporated into a beverage within 10 seconds within the beverage routine?

  Yes

  No

  N/A

• 3.1.1.4 Are all types of espresso machines calibrated to pull 2 fl. oz. (59ml) for a double shot? (Note shot glass = 1fl. oz.) 45ml new standard upgrade

  Yes

  No

  N/A

• 3.1.1.5 Is the pour time for espresso double shots between 18-23 seconds for the mastrena (using the counter display)?

  Yes

  No

  N/A

• 3.1.1.6 Is brewed coffee prepared to standard (weigh batch of coffee etc...)

  Yes

  No

  N/A

3 Beverage and Food 3.2 Beverage routine 3.2.1

• 3.2.1.1 Are the four major steps of beverage routine followed?

  Yes

  No

  N/A

• 3.1.1.2 Are the eight major steps of Frappuccino routine followed?

  Yes

  No

  N/A

3 Beverage and Food 3.3 Beverage Finish 3.3.1 Delivery

• 3.3.1.1 Did the barista use the customers name, make eye contact and say 'thank you' when handing off the beverage?

  Yes

  No

  N/A

• 3.3.1.2 A cup sleeve is used on: Hot Tall and grande brewed coffee, tea, americanos, chai tea lattes and Mistos, all hot Venti size beverages. Other beverages at customer's request

  Yes

  No

  N/A

• 3.3.1.3 Is the Starbucks Beverage Identification System (Cup ID) being used for all beverages?

  Yes

  No

  N/A

• 3.3.1.4 Is the cup clean with no spills? (also look for cups that are chipped on ceramics)

  Yes

  No

  N/A

3 Beverage and food 3.4 Food Quality 3.4.1 Delivery

• 3.4.1.1 Is food displayed correct and fully available across the range and/or a good variety of food dependant on time?

  Yes

  No

  N/A

• 3.4.1.2 Is food being served with the correct cutlery and a napkin?

  Yes

  No

  N/A

• 3.4.1.3 Is food being delivered to the handoff point and the customer called as a minimum standard?

  Yes

  No

  N/A

4 Training 4.1. training standards

• 4.1.1. Ask to see two baristas Training Files - one from a long term partner and one from the newest partner

  Yes

  No

  N/A

• 4.1.2 Ask to see a shift supervisor folder

  Yes

  No

  N/A

• 4.1.3 Ask to see a store manager folder - this may not be held in store) training certificatuon should be held in store

  Yes

  No

  N/A