M&S Staff catering - Customer first audit v2

• Store Name

• Store Number

• Conducted on

  Date

• Prepared by

• Site contact

Section 1 - The Entrance and Noticeboard

• Is the entrance clean, tidy and uncluttered

  Yes

  No

  N/A

• Is the entrance door displaying the correct signage ONLY?

  Yes

  No

  N/A

• Is the showcasing board in use and located close to the entrance?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Is the showcasing board kept in a clean condition?

  Yes

  No

  N/A

• Is the noticeboard displaying the correct tariff?

  Yes

  No

  N/A

• Is the noticeboard displaying the correct opening times?

  Yes

  No

  N/A

• Is the noticeboard displaying the correct menus?

  Yes

  No

  N/A

• Is the noticeboard displaying the correct allergens information sheet?

  Yes

  No

  N/A

• Is the noticeboard displaying the correct allergens notice?

  Yes

  No

  N/A

Section 2 - The Multi-Deck

• Is the multi-deck clean and tidy?

  Yes

  No

  N/A

• Is the multi-deck displaying the correct range?<br>See 'Your Cafe' guide planogram

  Yes

  No

  N/A

• Is food displayed in the correct space?<br>See planogram

  Yes

  No

  N/A

• Is the multi-deck full at the start of service?

  Yes

  No

  N/A

• Is there evidence of re-stocking taking place when required?

  Yes

  No

  N/A

• Are the products facing forward?

  Yes

  No

  N/A

• Is there any evidence of DEF on offer?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Is the fridge display temperature reading 5c or below?

  Yes

  No

  N/A

Section 3 - The Ambient Unit

• Is the ambient unit clean and tidy?

  Yes

  No

  N/A

• Is it displaying the correct hanging sweet range? <br>See planogram

  Yes

  No

  N/A

• Is it displaying the correct biscuit and cake range?<br>See planogram

  Yes

  No

  N/A

• Is it displaying the correct crisp and confectionery range?<br>M&S and Branded

  Yes

  No

  N/A

• Is it displaying the correct bottom shelf range?

  Yes

  No

  N/A

• Are the products facing forwards?

  Yes

  No

  N/A

• Is there any evidence of DEF on offer?

  Yes

  No

  N/A

• Is the ambient unit full at the start of service?

  Yes

  No

  N/A

• Is there evidence of re-stocking taking place when required?

  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 the ambient morning goods offer correct?

  Yes

  No

  N/A

• Is the ambient fruit and porridge offer correct?

  Yes

  No

  N/A

• Is the breakfast offer on the hot plate correct?

  Yes

  No

  N/A

• Does the offer on the hot plate look fresh and appetising?

  Yes

  No

  N/A

• Is the orange marketing board in use and displaying a suitable breakfast item?

  Yes

  No

  N/A

• Is the audible alarm on the cooking equipment set to an acceptable level?

  Yes

  No

  N/A

• Is the display and food service equipment and customer crockery correct?

  Yes

  No

  N/A

• Sample a food item - Is it an acceptable temperature?

  Yes

  No

  N/A

• Is there evidence of active cooking to order and batch cooking the hot food little and often?

  Yes

  No

  N/A

Section 5 - Lunch / Afternoon service

• Is the counter clean, tidy and uncluttered?

  Yes

  No

  N/A

• Is the hot dish of the day appropriate (correct or suitable alternative)?

  Yes

  No

  N/A

• Is the lunch offer on the hot plate correct (excluding the hot dish of the day)?

  Yes

  No

  N/A

• Is the ambient lunch offer correct?

  Yes

  No

  N/A

• Does the offer on the hot plate look fresh and appetising?

  Yes

  No

  N/A

• Is the orange marketing board in use and displaying a suitable lunch item?

  Yes

  No

  N/A

• Is the display and food service equipment correct?

  Yes

  No

  N/A

• Is the crockery correct and accessible?

  Yes

  No

  N/A

• Sample a food item - Is it an acceptable temperature?

  Yes

  No

  N/A

• Is there evidence of active cooking to order and batch cooking the hot food little and often?

  Yes

  No

  N/A

Section 6 - Till Point and Dishwash / Recycling Area

• Is the till point clean?

  Yes

  No

  N/A

• Is the till point tidy and uncluttered?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Is all the POS equipment working correctly?<br>Check correct/current till screens available

  Yes

  No

  N/A

• Is the service free from evidence of honesty systems or incorrect free issue?

  Yes

  No

  N/A

• Is the dishwash counter clean and tidy?

  Yes

  No

  N/A

• Is the dishwash front counter set up for dirties and waste liquids?

  Yes

  No

  N/A

• Are the correct recycling units available?

  Yes

  No

  N/A

• Is the recycling area(s) clean and tidy?

  Yes

  No

  N/A

• Is the correct recycling signage clearly displayed?

  Yes

  No

  N/A

Section 7 - Dining and Soft Seating Area

• Is the correct hanging signage installed?

  Yes

  No

  N/A

• Is the correct wall art and wall signage displayed?

  Yes

  No

  N/A

• Are the tables clean, tidy and uncluttered

  Yes

  No

  N/A

• Is the seating area free from sales floor stock?

  Yes

  No

  N/A

• Is the area free from an excess of cafe clutter (non sales floor)?

  Yes

  No

  N/A

• Is the area free from incorrect / handmade signage?

  Yes

  No

  N/A

• Is the floor clean, tidy and uncluttered?

  Yes

  No

  N/A

• Is the soft seating available for customers?

  Yes

  No

  N/A

• Is the soft seating in an acceptable condition?

  Yes

  No

  N/A

• Is the magazine rack available?

  Yes

  No

  N/A

Section 8 - The Self-help Area

• Is the self-help station clean tidy and uncluttered?

  Yes

  No

  N/A

• Is the hot drinks machine operating correctly?

  Yes

  No

  N/A

• Is the hot drinks machine displaying the correct allergens sticker?

  Yes

  No

  N/A

• Is the water machine working correctly?

  Yes

  No

  N/A

• Is the correct availability of both disposable and china cups?

  Yes

  No

  N/A

• Is the one pull napkin holder clean, in use, and displaying self clean signage?

  Yes

  No

  N/A

• Are the microwaves and toasters working correctly?

  Yes

  No

  N/A

• Is there the correct availability of sugar, sweeteners, milk and teabags?

  Yes

  No

  N/A

• Are the sauce bottles, not portions, in use?

  Yes

  No

  N/A

• Is the correct 'food' and 'everything else' recycling containers available?

  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

• Is there evidence of correct recycling taking place

• Please attached photo evidence if applicable..

  Media

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