GB Customer Journey Audit

• Document No.

• Client / Site

• Location
  Address

• Conducted on

  Date

• Manager on Duty

• Personnel present during the Audit

• Prepared by

Entrance

• Are customers greeted when they come in? Eye contact, if busy.

  Warm GAiL's welcome

  Eye contact only

  No welcome

  N/A

• Is the greeting enthusiastic, friendly and genuine?

  Yes, friendly and genuine

  No, robotic and forced

  N/A

• Are the customers greeted within 30 seconds?

  Yes, greeted within 30sec

  Greeted, but after 30sec

  No greeting

  N/A

• Are the team members smiling

  Yes

  No

  N/A

• Is the ambiance positive and energised? Buzz, fun, excitement, joyfulness.

  Yes

  No

  N/A

• Are the team members keeping busy? Greeting, seating, restocking, serving, etc.

  Yes

  No

  N/A

• Are customers being actively approached by the team members? Hosting, wayfinding; genuine, friendly conversations.

  Yes

  No

  N/A

• Are the displays well presented and suitably abundant? Attractive, tempting, no crumbs.

  Yes

  Some crumbs, some depletion

  No

  N/A

• Is the level of music appropriate?

  Yes

  No

  N/A

• Is the level of lighting appropriate?

  Yes

  No

  N/A

• Is the level of air-con/heating appropriate?

  Yes

  No

  N/A

Ordering

• Are there sit down tables cleared and reset straight away?

  Yes

  No

  N/A

• Are the Customers recommended or suggested a product? Genuine and knowledgeable product engagement.

  Yes

  No

  N/A

• Do the Team Members reply to all questions intelligently? No guessing, or 'I don't know'.

  Yes

  No

  N/A

• Is the ordering process smooth and prompt? Clear, efficiant, without undue delays.

  Yes

  No

  N/A

• How long does the ordering and payment process take once at the till?

  Yes

  No

  N/A

• Are the customers greeted with a smile at the till? Genuine and friendly.

  Yes, genuine and friendly

  Yes, but rushed

  No greeting or robotic approach

  N/A

• Does the team member make eye contact? No heads down transactions?

  Yes

  No

  N/A

• How long does it take from joining the queue to ordering?

  Yes

  No

  N/A

• Is the order repeated back to the customer? Best practice: repeat it turn. Essential if more than 3 items ordered.

  Yes

  No

  N/A

• Is the customer thanked for their custom? Smile and genuine 'thank you', not robotic or forced.

  Yes, friendly and genuine

  No, robotic and forced

  N/A

• If ordering to eat in, is the customer given a table number and explanation of its purpose in a pleasant manner?

  Yes

  No

  N/A

• Is the queue being actively managed? Customers being called through; extra team member at the till, help with the packing from the Host, etc.

  Yes

  No

  N/A

• Is the queue management being done in a friendly manner? Maintain a friendly, relaxed vibe throughout queueing.

  Yes

  No

  N/A

• If appropriate, does the team member take the opportunity to engage with the customer? When possible, team moving beyond transactional.

  Yes

  No

  N/A

• If ordering TA coffee, is the customer told where to wait? Done in a pleasant manner.

  Yes

  No

  N/A

• If ordering food to go, is the customer told where to find the utensils, napkins? Done in a pleasant manner.

  Yes

  No

  N/A

• Are there jugs of cold water available?

  Yes

  No

  N/A

Delivering the Order

• Is the TA drink served within 3min?

  Yes

  No

  N/A

• Are the drinks in served within 4min?

  Yes

  No

  N/A

• Is the order delivered with a smile? Genuine and friendly.

  Yes

  No

  N/A

• Are the items placed on the table with care?

  Yes

  No

  N/A

• Are the items ordered named as they were given to the customer at the table? Natural, non-intrusive.

  Yes

  No

  N/A

• Are the customers offered anything else? Salt, pepper, napkins, water, etc. in a genuine and caring manner.

  Yes

  Sometimes

  No

  N/A

• If appropriate, does the team take the opportunity to engage with the customers? When possible, team moving beyond transactional.

  Yes

  No

  N/A

• Is the cold food served within 5 minutes?

  Yes

  No

  N/A

• Is the hot food served within 7 minutes?

  Yes

  No

  N/A

• Is the breakfast order served within 12 minutes?

  Yes

  No

  N/A

Checkback and Second Service

• Does the Team Member checkback on the sitting down Customers? Verbal or visual check.

  Yes

  No

  N/A

• Is the checkback done half way through the meal?

  Yes

  No

  N/A

• Is the style of checkback apporpriate? Friendly, caring, but not intrusive or forced.

  Yes

  No

  N/A

• Are the team members active in the dining area? Looking out for customers requests?

  Yes

  No

  N/A

• Are the empty plates cleared within 3 min? Crockery should be cleaned when the Customer is finished, not only once they left.

  Yes

  No

  N/A

• When clearing the table, does the Team Member offer anything else to the Customers? Second coffee, water, etc. in a friendly, non-intrusive manner.

  Yes

  No

  N/A

Farewell

• Are the Team Members actively bidding Customers goodbye and than you?

  Yes

  No

  N/A

• Is the farewell enthusiastic, warm and genuine?

  Yes

  No

  N/A

• Are any issues with service or other problems resolved for the Customer prior to their departure?

  Yes

  No

  N/A

General Impressions

• Is there a sense of artisan heritage, aspiration to great service? Does the service tell our story?

  Yes

  No

  N/A

• Is the Team moving beyond transactional? The service should feel personal, warm, genuine.

  Yes

  No

  N/A

• Does the team understand the principles of food and service? Great, well-presented food served in timely manner, with charm, professionalism and sense of fun, in pleasant setting.

  Yes

  No

  N/A

• Is the Team helpful? Looking to assist or help.

  Yes

  No

  N/A

• Does the Team and service have a fun and energetic vibe? The team lifts the experience.

  Yes

  No

  N/A

• Is the Team working well together? Customer-focused, helping each other, working in good sync.

  Yes

  Sometimes

  No

  N/A

Cleanliness

• Is the outside of the Bakery clean and tidy? Free from debris, empty cups, etc.

  Yes

  No

  N/A

• Are the price lables, menus and materials clean and free from smears and grease? Not tattered, folded or torn?

  Yes

  No

  N/A

• Is the retail area clean and tidy? No crumbs, empty bowls, dirty utensils (including tongs).

  Yes

  No

  N/A

• Is the take away area tidy and fully stocked? Sugars, water glasses, lids, etc. clean, chip-free and abundand?

  Yes

  No

  N/A

• Is the seating area clean and tidy? Clean tables, chairs, bench seats, floor.

  Yes

  No

  N/A

• Is the toilet area clean and tidy? Is this regularly checked by the Team? Topped up soap, hand towels, paper; clean mirror, sink, toilet, floor, bin.

  Yes

  No

  N/A

• Are the Team using tongs and blue gloves? Food is never handled directly.

  Yes

  No

  N/A

Additional Notes

Auditor's Signature

• Add signature

  Sign