GREGGS FRANCHISE QUALITY CHECK

• Store Name

  Yes

  No

  N/A

• Date and Start Time

  Date

• Manager Name

• Auditor

CUSTOMER EXPERIENCE

STORE MAINTENANCE/CLEANINESS

• Is the shop exterior clean, free from litter and debris and in a good state of repair? (any issues should be logged and shop should be able to provide evidence)

  Yes

  No

  N/A

• Is the Customer Area clean, free from litter and debris and in a good state of repair? (any issues should be logged and shop should be able to provide evidence)

  Yes

  No

  N/A

• Is the back of the shop including all equipment clean and in good repair? (any issues should be logged and shop should be able to provide evidence)

  Yes

  No

  N/A

• Has the cleaning log book been completed accurately (including monthly cleaning schedules) and signed off by management?

  Yes

  No

  N/A

• From the snagging tracker are there any items outstanding?

  Yes

  No

  N/A

AVAILABILTY

• Are all sandwich and salad lines available in line with availability principles?

  Yes

  No

  N/A

• Are all savoury lines available in line with availability principles?

  Yes

  No

  N/A

• Are all drinks, snacks and crisps available in line with availability principles?

  Yes

  No

  N/A

• Are all sweet lines available in line with availability principles?

  Yes

  No

  N/A

• Are all hot drinks and soups available in line with availability principles?

  Yes

  No

  N/A

• Are all breakfast lines available in line with availability principles?

  Yes

  No

  N/A

• Stores Understanding of Forecasting and Replenishment

  Yes

  No

  N/A

• Stores Compliance of Forecasting and Replenishment

  Yes

  No

  N/A

• Are stores following all end of day procedures (Customer Order Not completed, Production not confirmed, Reservation not confirmed, Stock count not completed, Z read Not Completed)?

  Yes

  No

  N/A

CUSTOMER SERVICE

• Was the team member smiling, warm & friendly and acknowledging the queue (with smiles and eye contact ) throughout the transaction?`15

  Yes

  No

  N/A

• Did the team member ask the customer if they were ‘eating in’ or taking away’?

  Yes

  No

  N/A

• Did the team member offer a meal deal?

  Yes

  No

  N/A

• Did the team member check that the customer has finished ordering before preparing the transaction?

  Yes

  No

  N/A

• Did the team member prepare the order in the most efficient way?

  Yes

  No

  N/A

• Did the team member politely confirm the amount and take payment?

  Yes

  No

  N/A

• If the customer was paying with their phone, did the team member check if they are paying by Rewards or ApplePay? Or with card, prompt the customer to pay contactless? E.g. "contactless if you have it?"

  Yes

  No

  N/A

• Staff Knowledge - 3 questions to be asked to a minimum of 2 members of staff around weekly comms, current launch pack and current activity

  Yes

  No

  N/A

• Zero customer complaints.

  Yes

  No

  N/A

• Did the shop score above 89% in the Customer Experience visit?

  Yes

  No

  N/A

• Has the Customer Experience and Audit action plan been completed?

  Yes

  No

  N/A

QUALITY

• Sandwich & Salad execution - sandwiches and salads meet spec, weight/visual. Products faced towards the customer, all baguettes displayed in baskets (unless they don’t fit selector) Risers/Racks/Baskets used correctly.

  Yes

  No

  N/A

• Sweet execution – Sweet products meet visual specification. Products are displayed neatly and to their best, all products on display of a saleable quality using “Would You Buy It” principles

  Yes

  No

  N/A

• Savoury execution – savoury products including pizza meet visual specification. Products are displayed neatly, faced up to the customer and to their best, tray dividers used correctly, silicone paper is being replaced

  Yes

  No

  N/A

• Ensure coffee checks have been completed via the till and the time of check is recorded in diary, ensure the reusable cup is being used for cappuccino check.

  Yes

  No

  N/A

• All savouries (excluding Pizza) are trayed up correctly and rested for a minimum of 20 minutes prior to baking.

  Yes

  No

  N/A

• 1/2 hour rule cards are available and being used correctly.

  Yes

  No

  N/A

• Breakfast items are baked to perfection, baked off regularly and used within an hour. (where applicable)

  Yes

  No

  N/A

CUSTOMER EXPERIENCE/COMPLIANCE

BRAND STANDARDS

• Are the merchandise principles being followed per category? Sandwiches & Salads/Savouries/Sweet/Soup & Hot Drinks/Cold Drinks, Snacks & Crisps

  Yes

  No

  N/A

• Customers are waiting no longer than two minutes from joining the que to being greeted at the counter.

  Yes

  No

  N/A

• Evidence SHAPE has been completed accuratley/ Ensure shop standards match the signed SHAPE document.

  Yes

  No

  N/A

• Are team member’s uniforms in line with the brand uniform standard?

  Yes

  No

  N/A

• Are products being baked little and often? (Check bake plan matches the amount of products on display)

  Yes

  No

  N/A

• The Brand Standard availability document is on display and being followed.

  Yes

  No

  N/A

• Is all external and internal POS clean and in good repair?

  Yes

  No

  N/A

• Is the shops POS available and displayed as per the marketing checklist (where applicable)

  Yes

  No

  N/A

• All POS tickets are in good condition displaying correct prices and Gold stars where applicable.

  Yes

  No

  N/A

• Are the correct equipment being used to serve specific products? I.E to serve vegetarian and meat.

  Yes

  No

  N/A

• All current Allergen processes being followed and all Information is available. Folder is visible underneath the counter in readiness for customer queries. (Team member to understand question if asked).

  Yes

  No

  N/A

• Are Stores following the Greggs Way Procedure for the Vegan Sausage Rolls?

  Yes

  No

  N/A

• No staff are on zero-hour contracts?

  Yes

  No

  N/A

• Does the shop have a dedicated Manager/Responsible person? (Check one individual/ manager is not managing more than one site/across multiple sites)

  Yes

  No

  N/A

• Are stores following the correct process for unsold food donations (where applicable)?

  Yes

  No

  N/A

COMPLIANCE

FOOD SAFETY

• Food Safety Log book completed accurately and signed off by management. (If fraud is evident contact area manager)

  Yes

  No

  N/A

• Temperature of drinks and sandwich selectors are in range.

  Yes

  No

  N/A

• Temperature probes are in date and have been calibrated.

  Yes

  No

  N/A

• Product Recalls, Glass Check and all Non Compliance issues are recorded in the Non Compliance Section of the Food Safety Log Book.

  Yes

  No

  N/A

• Evidence pest control is in place. Pest control visits are up to date, any actions are completed & signed off.

  Yes

  No

  N/A

• Sandwich maker is able to make up sanitiser and detergent spay bottles. Also explain the procedure for cleaning & sanitising sandwich prep surfaces.

  Yes

  No

  N/A

• Gastronome procedure is adhered to. Includes HACCP labels applied to all ingredients (excluding salad ingredients being discarded the same day) after sandwich production is completed.

  Yes

  No

  N/A

• All products, ingredients, drinks and crisps stored in self selectors, fridges, freezer and on shelving are in date.

  Yes

  No

  N/A

• All products and ingredients are dated and labelled correctly.

  Yes

  No

  N/A

• Evidence of rotation.

  Yes

  No

  N/A

• Physical check of both fridge and freezer to ensure correct layouts are being followed.

  Yes

  No

  N/A

• Exterior packaging has been removed from all products stored in fridges and freezers. (With the exception of those products listed in HACCP)

  Yes

  No

  N/A

• Staff purchases, products and personal items are stored correctly. All Items are stored in either designated areas within the fridges, enclosed staff areas or personal lockers.

  Yes

  No

  N/A

• Current ingredient, bread, savoury and confectionary shelf life information is available and on display.

  Yes

  No

  N/A

• Evidence of regular handwashing.

  Yes

  No

  N/A

• Are daily Fresh products being disposed of at the end of the day?

  Yes

  No

  N/A

• EHO score is displayed on door (please comment Y/N and also what score)

  Yes

  No

  N/A

HEALTH AND SAFETY

• All equipment is Greggs approved and in good working order with no obvious defects/faults, equipment is also being used for its intended purpose

  Yes

  No

  N/A

• All equipment, wheels, products, ingredients, boxes and packaging is stacked correctly and safe and everyone is using correct manual handling techniques.

  Yes

  No

  N/A

• COSHH – only Greggs approved chemicals (excl. sites with restrictions) are being used and are stored correctly.

  Yes

  No

  N/A

• Oven Gloves worn when unloading and loading the oven and Cutting Gloves are used correctly and fit for purpose.

  Yes

  No

  N/A

TRAINING

• Basic ingredients - training for new starters is completed in line with the training plan and matrix is up to date. All existing team members have completed BI training and Matrix is up to date.

  Yes

  No

  N/A

• Spread of Knowledge - training for new starters is completed in line with the training plan and matrix is up to date. All existing team members have completed SOK training and Matrix is up to date.

  Yes

  No

  N/A

• All Other Training – all signed off and available and matrix up to date for all team memebers as per training plans.

  Yes

  No

  N/A

DISCLAIMER

• I hereby agree with the outcome of the audit conducted today along with the feedback I have received. I also confirm I have raised any issues, or challenged any areas I do not agree with.

• Shop Manager Signed

  Sign

• Auditor Signed

  Sign