KatjaBispo Customer Check

• Business Group

  Equity

  Partnerships

• Store

• Conducted on

  Date

• Completed by

• SM/ASM/BM (person leading shift)

Sales

• All food display cabinets are undamaged and clean, without fingerprints. This includes all impulse units.

  Yes

  No

• The sandwich fridge(s) look appealing, abundant and fill. No missing products.

  Yes

  No

• The cake display looks appealing, abundant a d fully stocked. No missing products.

  Yes

  No

Standards

• All Team members are thoroughly washing, drying and sanitizing their hands every time they return to work on the counter. (This will necessitate an unobstructed wash hand basin, adequate supply of hot water, soap, hand towels or blue roll as well as hand sanitizing gel)

  Yes

  No

• Compliance log spot check - focus on the last 4 weeks worth of records in particular Fire Alarm records (at the front of the book), cleaning records (are the areas signed off actually clean) and fridge temperature records (appropriate action taken for any unit out of spec, team know that shaded boxes are for between pack temps etc.)

  Yes

  No

• Grind & dose - team member on machine (check the team member that served customers when you arrived) can explain the physical and visual grind checks, why and how often they should be completed.

  Yes

  No

• Extractions - team member on machine (team member that was preparing drinks on your arrival) is able to manually extract a double espresso and a cortissimo. Team member can explain the difference.

  Yes

  No

• Latte - team member on machine (team member that was preparing drinks on your arrival) to prepare & serve a primo Latte to Brand standard.

  Yes

  No

• Promotional beverage - the ordered drink (order a drink as a customer before you announce the check and mark this drink under this point, drink marked as received, can not be redone) has been prepared & served to Brand standard.

  Yes

  No

Service

• Friendly - did you receive polite and efficient service, did the team member look you in the eye and smile?

  Yes

  No

• Efficient - did team members put customers first, not keeping customers waiting while undertaking tasks. Team members are deployed or react to trade levels to give efficient service at all times.

  Yes

  No

• Fast - 1. Customers are served within 2 minutes of joining the queue. 2. Customers receive their drink within 2 minutes of paying. (Both points need to be a yes to achieve this point. If you are unknown to the team base these times on your own service, if you are known to the team measure times for 3 customers and use the average time to determine a pass or fail of this point)

  Yes

  No

Smiles

• The store is clean, well presented and inviting from start to finish of the customer journey, this is including the toilets.

  Yes

  No

• Internal customer seating area is kept clean, furniture is neatly arranged and all tables are cleared within 2 minutes. Customers never clear their own tables. (Time 3 tables after customers left and use average time).

  Yes

  No

  N/A

• Wildcard - this question can cover any part of our store operations and is at the choice of the Costa checker. This can include anything that you may see and feel should be addressed and highlighted before you leave the store.

  Yes

  No

• Was any Team Member outstanding or customer-obsessed? If so, who was is and what did they do?

  Yes

  No

  N/A