Customer Journey

Details

• Site

• Helper: Matau

• Conducted on

  Date

• Staff on site

1. First Impression

• 1.1 Does the site look inviting?

  Yes

  No

  N/A

• Forecourt concierge present?

  Yes

  No

  N/A

2.0 - Exterior

• 2.1 landscaping - tidy, no litter

  Yes

  No

  N/A

• 2.2 Graffiti free

  Yes

  No

  N/A

• 2.3 Forecourt - clean, no litter

  Yes

  No

  N/A

• 2.4 Pumps - clean, all with splash guards & roundels

  Yes

  No

  N/A

• 2.5 CSU - bucket with soap, brush, water can, paper towels on each lane, bins clean

  Yes

  No

  N/A

• 2.6 Store front uncluttered (no cones, brooms,visible drinks)

  Yes

  No

  N/A

• 2.7 Forecourt units - clean, priced, well stocked

  Yes

  No

  N/A

• 2.8 Forecourt Concierge - present on forecourt

  Yes

  No

  N/A

• 2.8 Forecourt Concierge - delivering Z Factor with all the frills

  All the Frills

  Some Frills

  No Frills

  N/A

• 2.9 Air hose - in good condition, working, sign in good condition

  Yes

  No

  N/A

• 2.10 Doors & Windows - clean

  Yes

  No

  N/A

• 2.11 Store entry - no litter, mat in good condition

  Yes

  No

  N/A

3.0 Interior

Store walk

• 3.1 Floors - clean

  Yes

  No

  N/A

• 3.2 Fire extinguishers - 2x available by front doors 1x by security door area

  Yes

  No

  N/A

• - shelves/chillers & products are clean

  Yes

  No

  N/A

• - products are well stocked, faced & fronted

  Yes

  No

  N/A

• Promo locations - well stocked, POS in place

  Yes

  No

  N/A

• - everything has a price label

  Yes

  No

  N/A

• Site F&C Tier

  Tier 1

  Tier 2

  Tier 3

Tier 1 & 2 Food & Coffee zone

• - Ambient cabinet full and inviting

  Yes

  No

  N/A

• - Pie warmer cabinet full and inviting

  Yes

  No

  N/A

• - Chilled cabinet full and inviting

  Yes

  No

  N/A

• - ambient cabinet clean

  Yes

  No

  N/A

• - pie warmer cabinet clean

  Yes

  No

  N/A

• - chilled cabinet clean

  Yes

  No

  N/A

• Pie bags

• Tongs available and in good condition

• Sauce sachets

• Sugar sticks & stirrers

• Serviettes

• Barista is full uniform. Wearing the apron and name badge.

  Yes

  No

  N/A

• Order a coffee

  Yes

  No

  N/A

• Did the Barista follow coffee making procedure

• Espresso base

• Frothed or steamed milk

• Velvet or creamy dense foam

• Lid facing correct way

• Coffee made in reasonable time

• Coffee card prompt

• Add media

  Media

• Rate the taste

Tier 3 Food & Coffee zone

• - Pie warmer clean

  Yes

  No

  N/A

• Pie bags

• Sauce sachets

• Sugar sticks & stirrers

• Serviettes

• Foodbar full and inviting?

  Yes

  No

  N/A

Front Counter

• Counter - areas in customer view clean, tidy & uncluttered

  Yes

  No

  N/A

• Staff - well presented & wearing correct uniform, name badges & black shoes

  Yes

  No

  N/A

Toilet

• Smelling great

• Soap

• Hand dryer working/ paper towels available

• Toilet paper available

• Light and privacy lock working

• Toilet sign displayed?

  Yes

  No

  N/A

• - Everything clean, well maintained

  Yes

  No

  N/A

• Complete Back Office questions?

  Yes

  No

  N/A

Office presentation

• Clean and organised

  Yes

  No

  N/A

• Work up to date

  Yes

  No

  N/A

• Staffing issues

  Yes

  No

  N/A

Storeroom presentation

• Clean, well maintained

  Yes

  No

  N/A

• Any potential hazards

  Safe

  At Risk

  N/A

Staff training

• On site staff fully trained.

  Yes

  No

  N/A

• Trial Evacuation & Personal harm questions

  Select Fire 5 litre spill Earthquake Bomb threat LPG cylinder leak Power cut Armed robbery Customer complaint Abusive customer

  • Fire
  • 5 litre spill
  • Earthquake
  • Bomb threat
  • LPG cylinder leak
  • Power cut
  • Armed robbery
  • Customer complaint
  • Abusive customer

• Emergency stop button

• Call 111

• Evacuate the building

• Sign in folder

• Hi viz vest

• Designated evacuation point used

• Entry/exit points monitored to ensure vehicles did not enter

• Call tree activated

• Incident report completed

• Emergency stop button

• Remove people from area

• Ensure customer does not start vehicle

• Call 111

• Contain the spill using spill kit material

• Call tree activated

• Incident report completed

CCP model

• Comply

• Never activate the alarm while the offender is present.

• Do as you are told and nothing more

• Calm

• Keep your hands insight

• Do not stare

• Where possible remember features, height, physical appearance

• Preserve

• Site lock down

• Call 111

• Activate call tree

• Try and keep witnesses on site or obtain details.

• Avoid areas of where the offender has touched

• Complete an incident report

• Do not comment to any media

• HELP model is known

  Yes

  No

  N/A

• H - hold back

• E - ears listen and ask questions to find out more

• L - loop it back - repeat back what you think the problems is

• P - provide options to get it sorted. Give them a "We're sorry' card too if you think it will help.

• Be polite - this will hopefully reduce the risk of annoying them more

• Listen - Let them vent. Interrupting will only make things worse

• Keep your voice calm and quiet - If you keep calm you help the situation to keep calm

• Keep your body language open - this is non-threatening. Hands open, palms up, shoulders down, turn slightly to the side.

• If this does not calm things down, then do the following:

• Be alert - watch for signs that things are getting worse

• Keep your distance - stay at least 2 metres have a plan to get away

• Get help - get your Site Leader, use the pendant alarm or call police

• Comply - do what you need to get them to leave. Do not follow them.

• Complete an incident report

• What does RACED mean?

  Yes

  No

  N/A

• R - Remove - people from the area - hit the emergency stop button - bottle to safe area

• A - Alert - emergency services call 111

• C - Contain - wear personal protective equipment (PPE) - if it is safe to do so and the gas bottle is on fire * attempt to shut the valve to stop leak * make sure any sources of ignition are more than 5 metres away * use cones and caution tape to isolate the area

• E - Evacuate - if unsafe, evacuate to you site evacuation point

• D - Dial - Z Energy 0800 474 355 and press *1 - Your retailer - Elgas 0800 435 427

In the store

• Stay inside and keep calm

• Shelter in doorways or under the counter

• Stay away from plate glass windows and doors

• Move away from the shelving and other heavy objects

On the forecourt

• Move away from the building and canopy to an open space

• Keep away from power poles, trees, the prime sign and similar structures

• People in cars should stay in them

After the earthquake

• Be aware of aftershocks

• Hit the emergency stop button

• Check for injuries

• Assess the condition of the site. Fuel leaks, property damage

• Listen to radio for advise from Civil Defence

• Keep lines open and update retailer

• Team Member

  Sign

Rate overall visit

• Comments

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• On site representative

  Sign

• Team Leader - Operations: Matau Stewart