Customer First

Prepared by

Forecourt concierge? (Between 10-5)

Forecourt looking respectable and welcoming? Think like a customer

Does the shop look up to 'Z' standard from a customer point of view

Observe some customer transactions. Is the service up to 'Z' standard?

Exits from site are unobstructed

Safety signs and stickers on all pumps and vent pipes. Must be visible and us damage

All other doors that aren't the main access (sliding doors) are locked, so the public can't access them

All fire extinguishers are available, full and have been serviced in the past six months

Neither till has excessive cash in them. Less than $200 each

Review of visitor site login. Everything signed, checked and signed again by both staff? Check both books

First aid kit is available

Monthly HSSE checklist has been completed, signed and archived.

Site has all correct Z SRA equipment

Interceptor can be activated with ease

Indigo book is completed daily

Is there a system to ensure coffee machine is clean and milk is used under the FIFO system

All temperatures that are entered in the indigo book have been signed off. Also ensure all temperature checks have been completed

All incidents have been recorded in the indigo book and corrective action has been taken

Wet stock reconciliation is done daily

Check that the wet stock variance results. They cannot be more than 700I over 4 days or 1000I for a day.

Material safety data sheets (MSDS) are on site and up to date.

Check that the manager knows how to check for water in the tanks and that it is done monthly.

HSNO board is up to date and none of the licenses are expired

Ask the site manager to explain their process for checking fill and dip caps are present and water levels are at acceptable amounts.

Forecourt clean and free of litter and other matter?

Landscaping is clean and litter free. Also expected to be very few weeds

Is the building exterior clean and presentable? This includes the need for windows to be clean and no graffiti.

Is the night pay area clean and accessible?

Shop floors clean?

Shop walls clean?

Shop free from unapproved signage?

Are light covers free from dark spots?

Confectionary and counter areas clean? Counter needs to be clutter free

All fridges and freezers clean?

Grocery and salty snacks clean?

All promotional ends clean?

All hot food/drinks machines working?

Hot food/drink area is clean?

Is the storeroom being kept in a clean and orderly manner?

Is the latest promotional planner being complied with?

Are all promotional areas well stocked?

Is the shop setup according to the latest planogram?

Lesser than or equal to 10 items being out of stock in the store?

All fridges, freezers and deli well stocked?

All grocery and salty snacks are well stocked?

Confectionary and counter areas well stocked?

All stock within its sell by date?

Satisfactory range of options available in the food bar? NA for tier 1 site

Was the food bar well stocked? NA for tier 1 site

Is the forecourt merchandising stock clean and well stocked?

Is the forecourt merchandising undamaged and priced correctly?

Staff member knowledge. A staff member should be asked about what they would do in a crisis. Examples are armed robbery, fire, spill etc. Their answer should be like to what they learn in the online training.

Are all pumps and islands on the forecourt working and undamaged?

Everything on the island that is expected to be there is there, clean, working and available.

Toilets clean, well stocked, odour free and functioning properly. Also check baby changing table if applicable

Has the site been conducting daily Customer Journey's?

Ask a site member to explain how customer complaints are handled. They need to know about incident reports and then the reporting to the site leader and maybe going up the ladder to ensure it gets closed out.

Are all pumps functioning, clean and dust free?

Do site staff know what the site targets are and how what actions they can take to improve the business results?

Site targets are realistic and measurable?

Are all site staff wearing correct uniforms according to their roles?

Do the site staff know what the forecourt promise is?

Entry and exit signage is clean and damage free

All interior and exterior walls and windows are clean.

Floor free of mould, slime and debris

Entry and exit free of litter

Carwash machine housing clean and free of grime.

Check site has plenty of carwash loyalty cards and is giving them out.

Ensure site staff are aware of the Carwash sale process and the safety briefing the customer needs to be given. Also need to give them loyalty cards.

Ask a staff member a question that relates to the food and coffee zone like a customer would. So one about allergies, origin of food and coffee beans etc.

Is the cupcake cabinet well stocked and visually appealing?

Is the pie warmer well stocked and visually appealing?

Is the sandwich cabinet well stocked and visually appealing?

Are the cabinets clean and dust free. Check stainless steel and glass.

Front counter is clean and clutter free

Front counter is fully stocked with paper bags, serviettes, tongs, sugar sticks and stirring sticks

Tongs available.

Rubbish bins are not overflowing and tops are clean.

Z food and coffee staff are wearing the correct uniform

Observe a coffee being made for you. Is the process correct and does it taste nice?

Expiry date labels are not touching the food

The water basing in the pie warmer is sufficiently full

All the hot range is within it's sell by time

Does the sweet range have sell by times?

Jugs, spoons, shot bottles, marshmallow and hot chocolate containers are clean and grime free

None of the hot chocolate, decaf, marshmallows and shots are out of stock.

Do the shakers for cinnamon and chocolate have used by stickers on the bottom? Same for marshmallows.

All types of sugar are available for the customer.

There are plenty of coffee loyalty cards for customers to take away.

Under the counter is fully stocked with cupcake trays, coffee holders and coffee lids and cups?

Is the coffee machine clean?

Sink next to the coffee machine is clean?

Coffee bags are being correctly sealed when stored.

Coffee hopper is not over full

Coffee lids are kept on the top of the coffee machine

Sink where trays etc. are cleaned is clean and hygienic

Prep and kitchen area is clean and clutter free.

Is the prep area clean?

Ensure that items in the prep area are food only. So obviously no chemicals etc.

Oven and sweet thawing containers are clean. Some crumbs are expected but not a cluster of them.

Fridges and freezers in the front and back of the food zone are clean.

Floors in the area are clean

All cleaning chemicals required are stored away from the food and also fully stocked.

Pie charts, heating instructions and other quick reference cards are shown and are the latest version.

Staff aren't keeping out of date stock for their own personal consumption.

Indigo book is being completed daily. This includes coffee quality checks and machine cleaning when required. Are incidents being reported? Chiller temperatures? Food delivery temperatures?

Appropriate signage is being used. 'Caution Hot' and 'Hand Washing Only'

There is a clear system in place to ensure that the food is going out on a first in first out basis.

Ensure all walls in the food and coffee area are clean.