CVP Service Healthcheck

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Colleague Engagement

• The latest Customer viewpoint is on display with a clear 3 point focus plan to work on issues and store manager comments. ( physical check )

  Yes

  No

  N/A

• Colleagues in the shop say that the SM talks to them about service , they are aware of the general performance of the store and what part they play in helping the shop to improve. ( talk to all available colleagues on day )

  Yes

  No

  N/A

• Service is a part of all performance reviews and objectives reflect this ( check some recent reviews )

  Yes

  No

  N/A

• The store manager and deputy regularly recognise colleagues service through values awards or something similar in store. ( walk and talk / review display )

  Yes

  No

  N/A

• The store manager and or deputy celebrate great performance and service on YAMMER and share feedback. ( check last 4 weeks )

  Yes

  No

  N/A

• All correct XMAS material is in use and all colleagues have been briefed on XMAS service priorities , daily SSS and fun plan. ( check display and talk to colleagues )

  Yes

  No

  N/A

• The EMPATHICA CVP link is checked daily by either the SM or DUTY and action is taken to review issues. ( check last Log in Speak to duty / team leaders about login habits )

  Yes

  No

  N/A

Response Rates

• The store always get the required 15 responses per period. ( check last 3 )

  Yes

  No

  N/A

• All store colleagues carry a couple of CVP feedback cards and take every opportunity to engage with customers ( NA if last question GREEN )

  Yes

  No

  N/A

• Checkout colleagues are talking to customers about the survey after the majority of transactions. ( NA if last question GREEN )

  Yes

  No

  N/A

• The store manager and deputy role model WGLL for engaging customers to complete the survey. ( NA if last question GREEN )

  Yes

  No

  N/A

Colleague helpfulness

• All colleagues are wearing the correct uniform and name badge ( dressed for service )

  Yes

  No

  N/A

• All shop floor colleagues acknowledge every customer by smiling and or saying hello and making eye contact.

  Yes

  No

  N/A

• Checkout colleagues follow the simple say hello, offer help and say goodbye model trying to engage in natural conversation where possible.

  Yes

  No

  N/A

• The store is quick to respond to the bell serve customers efficiently and with warmth.

  Yes

  No

  N/A

• All colleagues take customers to the product when asked for help.

  Yes

  No

  N/A

Availability , clean and Tidy.

• The duty shift manager or team leader is aware of the Issues around gaps and the process.

  Yes

  No

  N/A

• Late deliveries are prioritised with the customer in mind ( poorest areas first pulling gap etc )

  Yes

  No

  N/A

• The store is handed over as rumbled / presented ( opening ) or has a regular Rumble plan that colleagues can describe ( talk to colleagues )

  Yes

  No

  N/A

• The store FRESH FOOD reflects WGLL on day of visit.

  Yes

  No

  N/A

• The Stores AMBIENT reflects WGLL on day of visit.

  Yes

  No

  N/A

• The BEHIND counter availability reflects WGLL on day of visit. ( department walk )

  Yes

  No

  N/A

Quality

• The PRODUCE quality reflects WGLL on day of visit.

  Yes

  No

  N/A

• The canned fruit and veg are not dented and in good condition.

  Yes

  No

  N/A

• The store team check produce quality throughout the day ( WIBI checks ) can describe process and WGLL ( talk to colleagues )

  Yes

  No

  N/A

• Produce is not overfilled and the correct equipment is used for display. ( department walk )

  Yes

  No

  N/A

• Any backstock produce is stored correctly ( temperature , stacking etc )

  Yes

  No

  N/A

• Produce is all in date and there is no evidence of 'rolling' from case to case. ( department walk )

  Yes

  No

  N/A

• Produce is handled with care when replenished ( observation where possible )

  Yes

  No

  N/A

Congestion.

• The store has a clear congestion plan and the store team are aware.

  Yes

  No

  N/A

• OFDs are sensibly placed avoiding congestion.

  Yes

  No

  N/A

• Duplicate OFDs are not placed on the shop floor unless required for trade ( ie sell rate warrants it ) or extreme limited back room space.

  Yes

  No

  N/A

• AD HOC stacks are not the result of store manager orders , sales rates warrant them and do not not brake the 3 basket rule.

  Yes

  No

  N/A

• Rumble is sensibly managed to not impact the customer , avoiding peak times , no more than one colleague down an aisle at one time and colleagues always acknowledge customers when Rumbling.

  Yes

  No

  N/A

• Only slimline cages or filling trolleys are used on the shop floor for replen and the team place them in sensible locations.

  Yes

  No

  N/A

• The team always put customers first when replenishing , acknowledging them and their needs.

  Yes

  No

  N/A

Community

• The stores community board is up to date and champions local projects ( charity work , fetes , youth clubs etc ) not businesses.

  Yes

  No

  N/A

• The community board showcases the charity and community work that the store has been participating in or running ( ie food collection, DUK collections etc )

  Yes

  No

  N/A

• The store has a charity and community plan for the next 12 weeks that the colleagues and team have signed up to support in some way.

  Yes

  No

  N/A

• The store showcase their charity work , community support ( ie food collection ) , dressing up / charity collection days and other local events on YAMMER.

  Yes

  No

  N/A