EE Connected Store Visit

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

• STORE NAME & LOCATION
  Address

• Date & Time

  Date

• Store Front View

  Media

Connected Customer

• Podium used effectively?<br>Customers welcomed with 30 seconds of entry?

  Yes

  No

  N/A

• Queue management in place or Booking Bug used where applicable - <br>(check store history and set up)

  Yes

  No

  N/A

• Store using bookable appointments, and recording in Booking Bug where applicable?

  Yes

  No

  N/A

• Team members aware of stores current NPS score?

  Yes

  No

  N/A

• Store compliant with current complaints SLA timescales?

  Yes

  No

  N/A

• Any outstanding or unresolved complaints?

  Yes

  No

  N/A

• Is there evidence of the staff actions following complaints?

  Yes

  No

  N/A

• Team aware of previous Mystery Shop & any actions set up as a result?<br>(Add info)

  Green

  Amber

  Red

Connected People

• Does the rota reflect, right people, right time?

  Yes

  No

  N/A

• Rota complete 6 weeks in advance?

  Yes

  No

  N/A

• Are the teams absences and holidays being recorded in Kronos correctly?

  Yes

  No

  N/A

• Is there any evidence of sickness/absence being managed as per company policy?

  Yes

  No

  N/A

• Store nominated on best for the past 3 months?

  Yes

  No

  N/A

• All team members registered, & with a photo?

  Yes

  No

  N/A

• What is the teams understanding of "know, grow & good to go" and "your career journey"?<br>(Add notes also)

  Green

  Amber

  Red

• Store up to date with all mandatory ELearns?

  Yes

  No

  N/A

• Do the team have a good understanding of OMNI channel and what that means to them, the business and the customers?

  Green

  Amber

  Red

• Store have EE Connect Training Planned in?

  Yes

  No

  N/A

• Store have EE Retail Roadshows planned in?

  Yes

  No

  N/A

Connected Growth

• Are the team Network Experts? <br>Do they use the speed test app regularly, and are they able to articulate local are network performance?

  Green

  Amber

  Red

• Team aware of new commission structure, able to articulate scheme and how to earn?<br>(Green - fluently, Amber - some but not all, Red - poor understanding)<br>Add notes

  Green

  Amber

  Red

• Customer Record Sheets in use correctly, with all customer info sections complete, and connected solutions offered?<br>(Add info)

  Green

  Amber

  Red

• Everyone in store able to use The Value Calculator to determine sale value and upsell/down sell value potential?

  Yes

  No

  N/A

• Evidence of daily brief and do staff understand the daily objectives?

  Yes

  No

  N/A

• Are reviews being completed regularly and to a good standard? <br>(View documented evidence and add info)

  Yes

  No

  N/A

• Should any team members be on an Improving Performance Plan?

  Yes

  No

  N/A

• Are any team members on informal or formal Improving Performance Action Plans? <br>Are they aware of their targets/actions?<br>(See evidence, speak to staff member & add info)

  Yes

  No

  N/A

• Are any of the teams plans logged in Sap?

  Yes

  No

  N/A

• Chalkboard relevant, per regional/company message and written clearly?

  Yes

  No

  N/A

• Local Retail Calling implemented in store & being used daily?

  Yes

  No

  N/A

• Everybody in store able to use ADS?

  Yes

  No

  N/A

Operations

• Is the store still using proof checklists?

  No longer in use

  Still using

• Is the new back office board set up and in use?

  Yes

  No

  N/A

• POS compliant, dummies correct and price tickets per latest matrix?<br>(Add info if required)

  Yes

  No

  N/A

• Accessory bay stocked, priced and per plan?

  Yes

  No

  N/A

• Store presented to the required high standard?<br>(Add info if required)

  Yes

  No

  N/A

• How compliant is the Repair Dashboard?<br>(Repairs booked out? Bags all booked in? Handsets collected within 14 days? Abandoned handset process in use?)

  Green

  Amber

  Red

• Has the store been completing their Validations reports?

  Yes

  No

  N/A

• Is there any evidence of documented conversations or actions off the back of failed validations?<br>(Add info if required)

  Yes

  No

  N/A

Sign Off

• OVERALL STORE GRADE

  Green

  Amber

  Red

• Enter comments and agreed follow actions.

• Store Manager Sign Off

  Sign

• RM Sign Off

  Sign