Customer Experience Observation

• Date completed

  Date

• Completed by

• Location

• Is the Restaurant Manager present

  Yes

  No

  N/A

• Announced visit

  Select Yes No N/A

  • Yes
  • No
  • N/A

Customer Interaction

• Is the time of day message in place and relevant?

  Good

  Fair

  Poor

  N/A

• Are customers receiving a friendly greeting/parting comment?

  Good

  Fair

  Poor

  N/A

• Is there evidence of teamwork to reduce queues and speed up service?

  Good

  Fair

  Poor

  N/A

• Are tables being cleared promptly and check backs/rescues completed?

  Good

  Fair

  Poor

  N/A

Product

• Are production levels in line with demand and in particular the best selling lines?

  Good

  Fair

  Poor

  N/A

• Is the product visually appealing and well presented?

  Good

  Fair

  Poor

  N/A

• Are the team talking confidently and knowledgeably about the products?

  Good

  Fair

  Poor

  N/A

Driving Sales

• Is every opportunity taken to upsell?

  Good

  Fair

  Poor

  N/A

• Are the team driving loyalty by asking for the Debenhams card and offering a loyalty coffee stamp?

  Good

  Fair

  Poor

  N/A

• Are the team aware of daily sales and SPH targets?

  Good

  Fair

  Poor

  N/A