Listening to the Voice of our Customers

• Store Number

• Store Name

• Manager on duty

• Conducted on

  Date

• Observations made by

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.

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?

  Yes

  No

• 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.

  Yes

  No

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

• Add media

  Media

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?

  Yes

  No

• Are the grids showing sufficient coverage to meet our customers expectations?

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

  No

  Yes

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

  No

  Yes

• What did you observe?

• Are shift change overs staggered?

  Yes

  No

• What did you observe?

• Are there breaks planned for within power hours?

  No

  Yes

• What did you observe?

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

  Yes

  No

• What did you observe?

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

  Yes

  No

  N/A

• What did you observe?

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

  Yes

  No

• What did you observe?

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?

  No

  Yes

Walk the perimeter of the store

• We're there any tickets missing or incorrect?

  No

  Yes

• We're the header cards correct?

  Yes

  No

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

  Yes

  No

• Did you observe an old date pos?

  No

  Yes

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

  Yes

  No

• What did you observe

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?

  Yes

  No

• Small Trolleys?

  Yes

  No

• Baby Trolleys?

  Yes

  No

• Carry Baskets

  Yes

  No

• Are they in a clean condition?

  Yes

  No

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)?

  Yes

  No

• What did you observe?

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

  No

  Yes

• What did you observe?

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

  Yes

  No

• What did you observe?

• Is there sufficient space between gondola ends and checkouts?

  Yes

  No

• What did you observe?

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

  No

  Yes

• What did you observe?

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?

  Yes

  No

• What did you observe?

• Add employee observed

Observations

• Employees name

• What did you observe?

• Did you praise the employee for their actions?

  Yes

  No

  Will acknowledge in team huddle

• Were they smiling and friendly?

  Yes

  No

• What did you observe?

• Add employee observed

Observations

• Employees name

• What did you observe?

• Did you praise the employee for their actions?

  Yes

  No

  Will acknowledge in team huddle

• Add employee observed

Observations

• Employees name

• What did you observe?

• Did you praise the employee for their actions?

  Yes

  No

  Will acknowledge in team huddle

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

  Yes

  No

• What did you observe?

• Add employee observed

Observations

• Employees name

• What did you observe?

• Did you praise the employee for their actions?

  Yes

  No

  Will acknowledge in team huddle