HAMMONDS CUSTOMER EXPERIENCE ESV

• Site conducted

  Select

• Document No.

• Region Number

• Studio Visited
  Address

• Manager Present

• Prepared By

• Store Team Present (List Names)

External Store Standards

• Is there an A frame present, clean in the correct location with current P.O.S?

  Yes

  No

  N/A

• Is the studio fascia well lit and clean?

  Yes

  No

  N/A

• Is all external and window P.O.S displayed correctly?

  Yes

  No

  N/A

• Is the store exterior maintained to a high standard?<br>- Windows clean and smear-free including sills and frames<br>- Clean paint work<br>- No rubbish, moss or weeds

  Yes

  No

  N/A

• Is the doorway/entrance to the studio inviting, clean and free of rubbish?

  Yes

  No

  N/A

Shop Floor Standards

• -Is P.O.S current, Hammonds Branded only. <br>Positioned correctly with no overkill?<br>- No home made P.O.S

  Yes

  No

  N/A

• Is there appropriate PPE (covid 19) available for both customers and team?<br>- Positioned correctly. <br>- Surplus stock levels stored appropriately.

  Yes

  No

  N/A

• Is the shop floor and building well maintained? <br>- Clean welcome mat and surfaces. <br>- Floors, walls and ceilings clear of scratches, marks and dirt. <br>- All lighting in order. <br>- All inside sills free of dust, webs and debris. <br>- Floors hoovered cleaned and mopped.

  Yes

  No

  N/A

• Are all health and safety standards adhered to? <br>- Clearly marked fire exits, meeting points and safety procedures. <br>- Available fire extinguisher in appropriate location on shop floor<br>- Shop floor clear of trip hazards

  Yes

  No

  N/A

• Is the music playing in studio appropriate and creating a good atmosphere?

  Yes

  No

  N/A

• Is the studio temperature comfortable for colleagues and customers?

  Yes

  No

  N/A

• Are uniform standards adhered to by all colleagues? <br>- Hammonds badge worn. <br>- Smart and tidy appearance. <br>- Dressed 4 Success

  Yes

  No

  N/A

• Are the in-showroom interactive displays (tv range guides) in order? <br>- Switched on. <br>- Up to date product Ranges.

  Yes

  No

  N/A

• Is the studio Tablet charged, in use and not left unattended?

  Yes

  No

  N/A

• Are furniture displays presented to a high standard? <br>- Correct P.O.S for range.<br>- All furniture free of dust. <br>- Bedspreads and cushions clean and plumped matching range. <br>- Do all VM pieces (lamps, bottles, plants etc) match the bay, clean, functioning and displayed well no overkill

  Yes

  No

  N/A

• Are all soft close draws and doors fully operational?

  Yes

  No

  N/A

• Are all furniture bay screens in working order with latest offers on rolling loop?

  Yes

  No

  N/A

• Is the sample centre being used effectively?<br>- Fully stocked and to company planogram.<br>- Correct ranges on display. <br>- Discontinued colours removed. <br>- Correct sample labels in place.

  Yes

  No

  N/A

• Is the booking desk clean, de cluttered and fully operational creating a welcoming environment for the customer?<br>- No missing electrical equipment (monitor, keyboard mouse etc). <br>- Only necessary paperwork and stationary neat and tidy. <br>- No food or drink to be stored or consumed on studio floor.

  Yes

  No

  N/A

• Is the Computer locked when not in use avoiding any GDPR breaches?

  Yes

  No

  N/A

• Are all bins out of customer sight and emptied regularly?

  Yes

  No

  N/A

Back Of House Standards

• Is the back of house well maintained? <br>- Store room or areas used for storage tidy, clean and hygienic.<br>- Lighting in order and all electrical equipment clean and in working order

  Yes

  No

  N/A

• Are safety procedures/items clear and visible? <br>- Fire exit bar removed. <br>- Available fire extinguisher in team break areas/training rooms/kitchens<br>- Safety meeting points visible<br>

  Yes

  No

  N/A

• Is the space clear of surplus stock, fixtures, fittings and POS?

  Yes

  No

  N/A

• Are all surplus brochures stored neatly and stock levels correct?

  Yes

  No

  N/A

• Is all paperwork filed/disposed of correctly? GDPR

  Yes

  No

  N/A

• Is the kitchen cleanliness of a high standard? <br>- Empty bins. <br>- Clean sink, microwave, fridge and surfaces. <br>- Cleaning products and food items stored away

  Yes

  No

  N/A

• Is the bathroom cleanliness of a high standard? <br>- Clean mirrors. <br>- Sinks cleaned. <br>- Hand dryer in working order<br>- Towels fresh. <br>- Appropriate levels of products.

  Yes

  No

  N/A

• Are all employee belongings stored in a designated and secured area?

  Yes

  No

  N/A

• All team only areas Clearly marked, locked at all times and key removed from lock?

  Yes

  No

  N/A

Administration

• Has a RA001 Retail Risk Assessment been completed in the last 12 months or since a new team member joined the studio?

  Yes

  No

  N/A

• Has all electrical equipment been PAT tested and PAT testing up to date?

  Yes

  No

  N/A

• Public Liability certificate on display and correct date.

  Yes

  No

  N/A

• Phone divert on playing recorded message ensuring a professional customer experience.

  Yes

  No

  N/A

• Stationary, cleaning and PPE materials up to date. Request made for anything missing. <br>- C.O.S.H.H compliant.

  Yes

  No

  N/A

• Effective cleaning Rota in use and being signed off?

  Yes

  No

  N/A

• Are any studio diaries/day books adding value and contain no personal details?

  Yes

  No

  N/A

• Is there sufficient evidence to support team training? <br>- Coaching and training logs up to date. <br>- Evidence of weekly training sessions as a minimum available

  Yes

  No

  N/A

• Can a team member talk you through there personal self development achievements?

  Yes

  No

  N/A

• 331 action plan in place and being worked with all training recorded.

  Yes

  No

  N/A

• Manager completed/working through actions from previous period review with evidence to support?

  Yes

  No

  N/A

• Previous ESV actions completed or in progress with clear evidence of effort?

  Yes

  No

  N/A

• Previous period customer experience observations completed training needs identified and implemented and all training recorded?

  Yes

  No

  N/A

• Are all team member reviews up to date done with the team members development at the heart of them?

  Yes

  No

  N/A

• E learning all up to date for all team members?

  Yes

  No

  N/A

• Holidays planned, requested, authorised and recorded on S&M and cover arranged?

  Yes

  No

  N/A

• Have all new starters been given and talked through their induction pack?

  Yes

  No

  N/A

• Has the new team member had their GBW16 review date confirmed?

  Yes

  No

  N/A

• Have any team members who have been off due to illness had a return to work discussion form completed?

  Yes

  No

  N/A

• Have any team member currently away from work due to sickness had their weekly catch up welfare call?

  Yes

  No

  N/A

Appointment Booking Standards

• Are the team habitually booking into 48 hours or next available slot? <br>- Check 10 ref numbers

  Yes

  No

  N/A

• Are the appointment notes of a good standard and following a consistent template? <br>- If witnessed a customer interaction were the notes applied when customer was present?

  Yes

  No

  N/A

• Is there 1 customer charter for every Gross Appointment booked since last ESV?

  Yes

  No

  N/A

• Are customers being taken through the customer charter and google reviews being requested? (Call 5% of charters to check)

  Yes

  No

  N/A

• Is the studio cancellation rate under control? <br>- Under 10%<br>- Team members with cancellation rate +10% being actively coached and training documented?

  Yes

  No

  N/A

• Is there any evidence of appointments being moved excessively? <br>- Do the team understand the process

  Yes

  No

  N/A

• Are all PPE pre appt call KPI’s being achieved?

  Yes

  No

  N/A

• Post design Call tracker in place and up to date?

  Yes

  No

  N/A

• Pre, Post and Phone tracker showing growth in number of revisits?

  Yes

  No

  N/A

Sales information and Commercial Awareness

• Does a team member know there weekly and period targets?

  Yes

  No

  N/A

• Do the team members know there studio results week to date, period to date and previous period results?

  Yes

  No

  N/A

• Do the team fully understand and can demonstrate how to introduce and use current sales and finance offers effectively?

  Yes

  No

  N/A

• Can a team member show you where to find all the key demonstration areas in the studio? (Hotspots)

  Yes

  No

  N/A

• Can each team member confidently demonstrate 5 FAB’s from any category?

  Yes

  No

  N/A

• Are the team aware of competitor activity current offers and recently mystery shopped?

  Yes

  No

  N/A

• Can the studio manager confidently talk through the retail attainment triangle and how the three points positively effect performance?

  Yes

  No

  N/A

Customer Experience and Online Presence

• Does a team member know how to confidently talk a customer through a google review?

  Yes

  No

  N/A

• Can a team member tell you the current number of Google reviews and star rating for the studio?

  Yes

  No

  N/A

• Does a team member fully understand why delivering great customer experiences benefits both the individual Studio and business performance.

  Yes

  No

  N/A

Overall summary / Additional Comments and actions

• RRM observations from visit

• RRM Sign off

  Sign

• GSM Sign off

  Sign