Title Page

  • Store Number

  • Store Name

  • Manager on duty

  • Conducted on

  • Observations made by

Voice of the Customer

Voice of the Customer

  • Click here to open Voice of the Customer Web Site
    https://woolworthslimited.medallia.com/voc/render-report/?id=27&v=bAF9spyJhC4bALGp_skUF4qDZzGlz.elDDG6E25Jf0CDzzzIG7GlVnhGqiO*1AoV*gmbNsyZlRd-jag7FnpqBuHVEr0uZ-HWHXvoKq0pz4KUknyzolKxF5&

  • What is the current months VOC result? (single month - transaction date)

  • What is last months VOC result? (single month - transaction date)

  • What is the current months 3 month ROLLED VOC result?

  • Through the visit, observe team interaction and attitude.

Fruit and Veg

Voice of the Customer - Fruit and Vegetables

  • What is the current months VOC result? (single month - transaction date)

  • What is last months VOC result? (single month - transaction date)

  • What is the current months 3 month ROLLED VOC result?

  • What is the overriding feedback from our customers responses?

Complete a quality check of the fruit and veg department.

  • How many baskets of fruit and veg did you remove from show in a quality check?

  • Are the entire store leader ship team participating in a minimum of two quality checks per day?

  • What ownership is the store leadership taking in maintaining good freshness and quality in our fruit and veg departments

  • Did you find the fruit and veg department appealing today? <br>Add a photo if you wish.

  • Why did you not find it appealing today? Include photos if necessary.

  • Add media

Queue Wait Times

Voice of the Customer - Queue Wait Times

  • What is the current months VOC result? (single month - transaction date)

  • What is last months VOC result? (single month - transaction date)

  • What is the current months 3 month ROLLED VOC result?

  • What is the overriding feedback from our customers responses?

Review the traffic management

  • Is a priority one call list in place?

  • We're the grids showing insufficient operators planned at any point of time?

  • We're the grids showing insufficient operators planned at any point of time?

  • What did you observe?

  • Are shift change overs staggered?

  • What did you observe?

  • Are there breaks planned for within power hours?

  • What did you observe?

  • Were supervisor and floor team reactions to priority ones sufficient?

  • What did you observe?

  • Print the operator performance report; is the Supervisor spending less than 5% of their time on register?

  • What did you observe?

  • Was the supervisor managing the flow of customers from outside the register?

  • What did you observe?

Correct Ticketing

Voice of the Customer - Correct Price Ticketing

  • What is the current months VOC result? (single month - transaction date)

  • What is last months VOC result? (single month - transaction date)

  • What is the current months 3 month ROLLED VOC result?

  • What is the overriding feedback from our customers responses?

Walk an aisle

  • How many missing tickets were observed?

  • Did you observe an over facing?

Walk the perimeter of the store

  • We're there any tickets missing or incorrect?

  • We're the header cards correct?

  • We're the front and back page catalogue specials tied up and ticketed correctly?

  • Did you observe an old date pos?

Out of Stocks

Voice of the Customer - Out of Stocks

  • What is the current months VOC result? (single month - transaction date)

  • What is last months VOC result? (single month - transaction date)

  • What is the current months 3 month ROLLED VOC result?

  • What is the overriding feedback from our customers responses?

Count out of stocks in departments

  • Fruit and veg

  • Deli

  • Meat

  • Bakery

  • Prop bakery

  • One long life aisle

Obtain a copy of the most recent GAP scan report

  • Do these gaps reflect the distinct scans on the most recent GAP scan

  • What did you observe

Trolleys & Baskets

Voice of the Customer - Trolleys & Baskets

  • What is the current months VOC result? (single month - transaction date)

  • What is last months VOC result? (single month - transaction date)

  • What is the current months 3 month ROLLED VOC result?

  • What is the overriding feedback from our customers responses?

Are the trolleys easily available for:

  • Large trolleys?

  • Small Trolleys?

  • Baby Trolleys?

  • Carry Baskets

  • Are they in a clean condition?

Ease of Movement

Voice of the Customer - Ease of Movement

  • What is the current months VOC result? (single month - transaction date)

  • What is last months VOC result? (single month - transaction date)

  • What is the current months 3 month ROLLED VOC result?

  • What is the overriding feedback from our customers responses?

Can our customers get around easily?

  • Is there sufficient space around all floor displays (6 tiles)?

  • What did you observe?

  • Did you observe any aisles or departments blocked due to filling processes?

  • What did you observe?

  • Is there sufficient space between gondola ends (side stacks too large)?

  • What did you observe?

  • Is there sufficient space between gondola ends and checkouts?

  • What did you observe?

  • Are any departments rosetted for filling within the power hours?

  • What did you observe?

Team Attitude

Voice of the Customer - Team Attitude

  • What is the current months VOC result? (single month - transaction date)

  • What is last months VOC result? (single month - transaction date)

  • What is the current months 3 month ROLLED VOC result?

  • What is the overriding feedback from our customers responses?

From your observations of the team during your visit

  • Were the team seen to be engaging the customers?

  • What did you observe?

  • Add employee observed

  • Observations
  • Employees name

  • What did you observe?

  • Did you praise the employee for their actions?

  • Were they smiling and friendly?

  • What did you observe?

  • Add employee observed

  • Observations
  • Employees name

  • What did you observe?

  • Did you praise the employee for their actions?

  • Add employee observed

  • Observations
  • Employees name

  • What did you observe?

  • Did you praise the employee for their actions?

  • Were the team dress standards acceptable (correct shirts, name badges, pants, shoes hats)

  • What did you observe?

  • Add employee observed

  • Observations
  • Employees name

  • What did you observe?

  • Did you praise the employee for their actions?

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