H+H Customer Visit

• Date of Audit

  Date

• Auditor

• Shop Name

• Manager on Duty's Name

Exterior

• Awning out + in good repair

  Consistently Meets Standard

  Meets Standard

  Attention Required

• A Board displaying correct POS

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Windows Clean

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Outdoor Furniture Clean + in good repair

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Pavement Litter Free

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Signage Clean and all lights working

  Consistently Meets Standard

  Meets Standard

  Attention Required

Shop Setting

• Tables and furniture clean (table bases / armchairs & sofa under / behind cushions)

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Tables cleared, cleaned + wiped within 3 minutes

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Floor swept

  Consistently Meets Standard

  Meets Standard

  Attention Required

• High levels dust free

  Consistently Meets Standard

  Meets Standard

  Attention Required

• A/C units' dust free

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Light Bulbs workings

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Music at appropriate volume

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Temperature comfortable

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Menu boards clean and clearly written with correct information

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Correct marketing campaign POS

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Sugar station clean and stocked with water available

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Ovens Clean

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Other areas worth comment

  Yes

  No

  N/A

Customer Experience

• Hooligans are offering warm welcomes + fond farewells to all customers on entering/leaving the shop

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Customers are the Hooligans first priority every time?

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Hooligan on Till is referring to the app

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Hooligans are offering customers an additional item

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Hooligans are directing customers to wait at the coffee collection point

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Hooligans are applying latte art to all drinks

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Barista engaging with the customer whose drinks they are preparing

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Barista engaging with other customers in the queue whose drinks are not yet being prepared

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Coffee ready within 2 minutes on average

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Community calendar visually impactful + up to date for the corresponding month with a minimum of 4 local events advertised

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Is the noticeboard well organised and posters contained to the board?

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Is the retail display adequate with clear and correct price labels?

  Consistently Meets Standard

  Meets Standard

  Attention Required

Better Coffee

• Coffee served to Brand Standard

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Food served to Brand Standard

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Milk on the side level correct

  Consistently Meets Standard

  Meets Standard

  Attention Required

Famous Food

• G+G fridge volume adequate for time of day + merchandised to Brand Standard

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Availability in the bar chiller adequate for the time of day + merchandised to brand standard

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Pastry stand volume adequate for time of day + merchandised to Brand Standard

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Bakery volume adequate for time of day + merchandised to Brand Standard

  Consistently Meets Standard

  Meets Standard

  Attention Required

Paperwork, Admin + Stock

• Task Manager up to date since last visit

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Food Bible up to date + organised

  Consistently Meets Standard

  Meets Standard

  Attention Required

• BOH + Stockroom clean + well organised<br>

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Coffee beans and Filter stored / used in correct stock rotation order

  Consistently Meets Standard

  Meets Standard

  Attention Required

• Hooligans using the correct till code<br>

  Consistently Meets Standard

  Meets Standard

  Attention Required

Toilets

• Does the shop have customer toilets?

  Yes

  No

  N/A

• Were the toilets clean, well stocked and well maintained?

  Consistently Meets Standard

  Meets Standard

  Attention Required

Exceptional Hooligans

• Are any Hooligans exceeding your expectations?

  Yes

  No

  N/A

• Tell us who this was and give us a little note to tell us why