Customer Experience 2017

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

1. Deployment

• 1.1.1 The CEV auditor process - join queue, buy drink, perhaps food, go sit and observe. Approx. 20mins into the assessment will introduce themselves and ask to see the PIC. Will ask to see the completed deployment sheet detailing the planned shift and partner targets. The play of the shift is flexible and partners should go where the work is.

• 1.1.2 Time of visit

• 1.1.3 How many partners on shift?

• 1.1.4 How many tills open and how many supported?

• 1.1.5 How long from joining queue to receiving your beverage?

• 1.1.6 How many customers in the queue?

• 1.1.7 How many customers at the hand off point?

• 1.1.8 Were you offered or did you see second service during your visit to the cafe?

1.2 Deployment - Customer connection

• 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

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

  Yes

  No

  N/A

• 1.2.3 Are partners actively promoting other products for example the MSR, Beverage, Food and future events?

  Yes

  No

  N/A

2 Brand standards 2.1 Sirens Eye Visual execution

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• 2.1.3 Is the correct window/door signage in place for both promotional and core and window?

  Yes

  No

  N/A

• 2.1.4 Is the merchandise including Coffee and Tea displays (floor stand, baskets, knock down table, merchandise bay, metal stand feature cube and back bar cubbies) clean, priced and fully stocked?

  Yes

  No

  N/A

• 2.1.5 Is the condiment bar(s) clean & fully stocked?

  Yes

  No

  N/A

• 2.1.6 Is the daily offerings board, back of bar boards and menu boards as per campaign guide?

  Yes

  No

  N/A

2 Brand standards 2.2 Uniform standards - Dress Code

• 2.2.1 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 and legible and are worn at all times when on shift?

  Yes

  No

  N/A

2 Brand standards - 2.3 Environment - Atmosphere

• 2.3.1 Is the music Starbucks supplied, appropriate and at the correct volume?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• 2.3.3 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

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

  Yes

  No

  N/A

• 2.3.5 are the sanitary bin, nappy changing facility & nappy bin available and in working order?

  Yes

  No

  N/A

• 2.3.6 Is the cafe clean and tidy (to include the outside / outside seating) ?

  Yes

  No

  N/A

2 Brand standards 2.4 Service Recovery Vouchers

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

  Yes

  No

  N/A

3 Beverage & Food 3.1 Beverage Quality - Recipe

• 3.1.1.a Beverage 1 - Were each of the beverages made to the evaluation standards? Two of the following: 1. Caffè latte (1st on arrival) 2. Cappuccino 3. Caramel Macchiato 4. Campaign drink 5. Flat White thermometers used for the following drinks: flat white, eggnog, children's and extra hot beverages

  Yes

  No

  N/A

• 3.1.1.b - Beverage 2 (as previous)

  Yes

  No

  N/A

• 3.1.2 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

• 3.1.4 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

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

  Yes

  No

  N/A

• 3.1.6 Is brewed coffee prepared to standard (weigh batch of coffee etc...) tolerance of +/- 1g

  Yes

  No

  N/A

3 Beverage and Food 3.2 Beverage routine

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

3 Beverage and Food 3.3 Beverage Finish - Delivery

• 3.3.1 Did the barista use the customers name and drink name when handing off the beverage?

  Yes

  No

  N/A

• 3.3.2 Did the barista make eye contact, use a friendly smile when handing off the beverage?

  Yes

  No

  N/A

• 3.3.3 Did the barista say "thank you" when handing off the beverage?

  Yes

  No

  N/A

• 3.3.4 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

• 3.3.5 Is the cup clean with no spills?

  Yes

  No

  N/A

3 Beverage and food 3.4 Food Quality - Delivery

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

  Yes

  No

  N/A

• 3.4.2 Is food being served correctly? Eat in - cutlery and napkins from condiment bar, condiments on plate takeaway - correct cutlery, condiments and napkins in the bag?

  Yes

  No

  N/A

• 3.4.3 Is food being delivered to the handoff point or point of sale and the customer called by name and the food called by food name as a minimum standard?

  Yes

  No

  N/A

4 Training 4.1. Training Standards

• 4.1.1. Ask to see two qualified baristas Training Files - of partners on shift or randomly selected

  Yes

  No

  N/A

• 4.1.2 Ask to see a qualified shift supervisor training file

  Yes

  No

  N/A

5.2 Drive Thru

• 5.1.1 Were you greeted with 5 seconds of arrival at the speaker post?

  Yes

  No

  N/A

• 5.1.2 Was the speaker post audio quality clear and the tone of the partner inviting?

  Yes

  No

  N/A

• 5.1.3 Did the barista confirm your order back to you, did they provide you with an order total/ask for payment to ge ready at the speaker post?

  Yes

  No

  N/A

• 5.1.4 Was the drive thru lane clean, litter free and weed free?

  Yes

  No

  N/A

• 5.1.5 was there a barista present at the window when you arrived, was the window open and the barista was present at the window for the length of the transaction?

  Yes

  No

  N/A

• 5.1.6 Did you receive a warm and friendly connection from the barista who completed your transaction at the window?

  Yes

  No

  N/A

• 5.1.7 Did the barista say thank you and goodbye?

  Yes

  No

  N/A

• 5.1.8 Was your drink made to the required standard?

  Yes

  No

  N/A

• 5.1.9 Did you receive the correct cutlery with your food?

  Yes

  No

  N/A

• 5.1.10 Length of time from joining the drive thru queue to completing your visit

• 5.1.11 How many cars were ahead of you?

6 Questions to be completed by the Assessor (not asking customers)

• 6.1.1 Would you recommend this store to others?

• 6.1.2 Do you feel the barista who served you was attentive to you/your needs?

• 6.1.3 Was everything you wanted available to order today?

7. Manager

• 7.1 Manager name:

8. Assessor's comments

• 8.1 Assessor's comments

• 8.2 Person in charge role

9. Signature

• 9.1 Assessor signature

  Sign

• 9.2 Person in charge

  Sign

10. Feedback

• 10.1 Assessor to note whether 20 mins feedback provided at end of assessment. If not assessor to comment on reasons why.