Title Page
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Store
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Manager
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Date
NPS
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Current blended NPS
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Number of detractors
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Number of passives
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Volume of responses
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Is manager aware of who’s impacting the store?
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Is the store appealing?
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Is there evidence of ROC for detractors?
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Are advisors aware of stores NPS score?
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Are advisors aware of their individual score?
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Are advisors aware of new customer banding structure?
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Is the customer board up to date?
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Add media
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Are notepads being tracked daily?
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How?
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Do advisors use toolkit or Excalibur to notepad?
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Are advisors aware of Excalibur functionalities on toolkit?
Mystery Shop
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Recent mystery shop score
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Is this visible in the back office?
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Was the advisor given an ROC?
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Are advisors aware of the most recent mystery shop score?
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Are advisors aware of where the opportunities are, based on last results?
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Comment
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Are advisors aware of the new mystery shop banding?
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Comment
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Are 2 observations being completed per day?
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Comment
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Are advisors aware of the six regional MS focus points?
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Comment
Complaints
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Is the store within threshold?
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What percentage is the store on?
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What action plan does the store have to reduce this?
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Is the store aware of the new complaint process?
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Comment
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Is there ROC evidence for every complaint?
Greetme
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Type of podium store
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Is the store 100% login
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Recent queue booking percentage
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CTN Capture above 90?
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Are appointment closures above 80%?
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Is the store aware on how to close appointments?
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Comment
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Are appointments being made?
