M&S Staff catering - Customer first audit v3

• Store Name

• Store Number

• Conducted on

  Date

• Prepared by

• Site contact

Section 1 - The Entrance and Noticeboard

• Is the entrance clean, tidy and uncluttered, and displaying the correct signage only?

  Yes

  No

  N/A

• Is the showcasing board in a clean condition and located close to the entrance?

  Yes

  No

  N/A

• Is the showcasing board displaying this months specials and showcasing activity (3 inserts)

  Yes

  No

  N/A

• Is the noticeboard displaying the correct menus, tariff and opening times?

  Yes

  No

  N/A

• Is the noticeboard displaying the correct allergen information?

  Yes

  No

  N/A

Section 2 - The Multi-Deck

• Is the multi-deck clean and tidy?

  Yes

  No

  N/A

• Is food displayed following the ‘Space Range Display’ model?<br>See Your Cafe Guide multideck planogram

  Yes

  No

  N/A

• Is the multi-deck full at the start of service and restocked during service as required?

  Yes

  No

  N/A

• Are the products facing forward and referenced by correctly displayed self strips?

  Yes

  No

  N/A

• Is the multi-deck hot dish of the day displayed (or suitable alternative)?

  Yes

  No

  N/A

Section 3 - The Ambient Unit

• Is the ambient unit clean and tidy?

  Yes

  No

  N/A

• Is food displayed following the ‘Space Range Display’ model?<br>See Your Cafe Guide Ambient unit planogram

  Yes

  No

  N/A

• Is the ambient unit full at the start of service and restocked during service as required?

  Yes

  No

  N/A

• Are the products facing forwards?

  Yes

  No

  N/A

• Are the shelf strips displayed correctly and referencing the food items displayed?

  Yes

  No

  N/A

Section 4 - Breakfast

• Is the counter clean, tidy and uncluttered?

  Yes

  No

  N/A

• Is food displayed following the ‘Space Range Display’ model?<br>See Your Cafe Guide breakfast planogram

  Yes

  No

  N/A

• Does the offer on the hot plate look fresh and appetising?<br>Sample food to check temperature

  Yes

  No

  N/A

• Is there evidence of active cooking to order and batch cooking of hot food to match customer demand?

  Yes

  No

  N/A

• Are the correct menu and marketing materials displayed as per the breakfast planogram?

  Yes

  No

  N/A

Section 5 - Lunch / Afternoon service

• Is the counter clean, tidy and uncluttered?

  Yes

  No

  N/A

• Is food displayed following the ’Space Range Display’ model?<br>See Your Cafe guide lunch planogram

  Yes

  No

  N/A

• Does the offer on the hot plate look fresh and appetising?<br>Sample food to check temperature

  Yes

  No

  N/A

• Is there evidence of active cooking to order and batch cooking of hot food to match customer demand?

  Yes

  No

  N/A

• Are the correct menu and marketing materials displayed as per the lunch planogram?

  Yes

  No

  N/A

Section 6 - Till Point and Dishwash / Recycling Area

• Is the till area clean, tidy and uncluttered?<br>No pens, paper, coins etc

  Yes

  No

  N/A

• Is all the POS equipment working and operated correctly?<br>No evidence of honesty systems or incorrect free issue

  Yes

  No

  N/A

• Is the correct ‘Point of Sale’ displayed at the till?

  Yes

  No

  N/A

• Is the dishwash counter clean and tidy with the correct recycling points and signage?

  Yes

  No

  N/A

• Is the dishwash front counter set up correctly for customers to clear their dirties and waste liquids?

  Yes

  No

  N/A

Section 7 - Dining and Soft Seating Area

• Are the tables clean, tidy and uncluttered

  Yes

  No

  N/A

• Is the seating area free from sales floor?

  Yes

  No

  N/A

• Is the soft seating available and in a clean and tidy condition?

  Yes

  No

  N/A

• Are there newspapers available for customers and is the newspaper rack in use?

  Yes

  No

  N/A

• Is the correct wall art and corporate signage in use?<br>No handmade signage

  Yes

  No

  N/A

Section 8 - The Self-help Area

• Is the self-help station clean tidy and uncluttered with the correct counter top recycling point available?

  Yes

  No

  N/A

• Does the area follow the Your Cafe guide workstation planogram?<br>Full range of customer condiments available

  Yes

  No

  N/A

• Are the hot drinks and cold water machines working correctly and displaying the correct allergens stickers?

  Yes

  No

  N/A

• Are the customer microwaves and toaster working correctly and displaying the self clean sticker?

  Yes

  No

  N/A

• Are sauce bottles, not portions, in use and correctly labelled?

  Yes

  No

  N/A

Section 9 - The Customer Experience

• Does the Customer Assistant smile and engage with the customer at the service counter?

  Yes

  No

  N/A

• Does the Customer Assistant use appropriate up-selling skills?

  Yes

  No

  N/A

• Is there positive customer engagement at the till point?

  Yes

  No

  N/A

• Are the Customer Assistants wearing the correct uniforms and following the personal hygiene policy?

  Yes

  No

  N/A

• Can the Customer Assistant accurately advise on the allergens in 1 product from the daily offer?

  Yes

  No

  N/A

• Please attached photo evidence if applicable..

  Media

• Is there evidence of the TV being switched off when not in use?