EDI CusServ Shops

• Outlet Name

• Conducted on

  Date

• Prepared by

Presentation

• Was the intial impression of the outlet welcoming?

  Yes

  No

  N/A

• Was the entrance clean and tidy?

  Yes

  No

  N/A

• Was the floor clean and no litter or rubbish?

  Yes

  No

  N/A

• Were the displays and shelves clean?

  Yes

  No

  N/A

• Were staff wearing clean & correct uniforms?

  Yes

  No

  N/A

• Did the outlet appear well maintained?

  Yes

  No

  N/A

• Were you aware of any specific marketing/events activity?

  Yes

  No

  N/A

Quality of Service

• Were you/customers being served and treated in a friendly manner?

  Yes

  No

  N/A

• Were staff concentrating on customers needs rather than each other?

  Yes

  No

  N/A

• Were staff smiling?

  Yes

  No

  N/A

• Were staff attentive and available when you needed them?

  Yes

  No

  N/A

• Were you offered any added value items?

  Yes

  No

  N/A

Speed of Service

• Did a staff member offer assistance within 2mins of you entering the outlet?

  Yes

  No

  N/A

• Were there NO queues when you entered the outlet? (Select no if there was a queue)

  Yes

  No

  N/A

• Did it take LESS THAN 2mins any queue?

  Yes

  No

  N/A

• Once at the till, did it take LESS THAN 2mins to pay?

  Yes

  No

  N/A

Product

• Was the product you wanted available?

  Yes

  No

  N/A

• What product did you originally want?

• Was there a suitable alternative available? (N/S)

  Yes

  No

  N/A

• What alternative product was available?

• Did this meet your expectations?

  Yes

  No

  N/A

• Were you satisfied with the amount of choice available?

  Yes

  No

  N/A