Massimo Latte

Title Page

Document No.
Audit Title
Client / Site
Conducted on
Prepared by
Location
Personnel

Customer Experience

Customer Engagement: All customers are receiving polite and engaging service with all team members making appropriate eye-contact. 1. Customers should be acknowledged when queueing at the earliest possible opportunity (up to fifth in line or within 2 minutes) in a friendly and appropriate manner. This is to include at till point if there is no queue. (Drive Thru) Customers receive a polite hello in a welcoming tone over the speaker booth. 2. Customers should be greeted with a “Hello” or a similar greeting. “Next”, “Yes” or “What can I get you” is unacceptable. (Drive Thru) Customers should be welcomed again on arrival at the service window and further engagement. 3. Team members should smile and make appropriate eye contact with all customers.
Team Deployment: Team Members put customers first and never keep customers waiting while undertaking tasks.Team members are deployed correct and react to trade levels to give efficient service. 1. Team Members should put customers first at all times. 2. Customers should never be left waiting whilst Team Members are undertaking tasks. 3. Deployment should be appropriate for the levels of business and team should react to changes in volume of business to give effiecient service at all times. 4. Team Members should be clearly deployed to work stations and should know their role.
Waiting Times: Customers are served within Costa Brand standard service times: 1. Customers are served within 2 minutes of joining the queue. 2. Customers receive their order within 2 minutes of paying
Sandwich Display: The sandwich fridge loosk appealing, abundant and fully-stocked with no missing products. 1. The sandwich chiller is fully stocked to planogram (this includes sandwich shelves as well as any drinks displayed in the units). 2. No damaged food is on display to be sold. 3. Relevant planogram is used. If not stocking all items principles of planogram layout must be followed. Love your cake guide to be used for maximum effect (UK only). 4. All products clearly should be clearly priced. If similar products are displayed in different parts of store they must also be labelled. If any price is wrong it is not acceptable to make a hand alteration and store should order an updated price label. 5. This point should be marked down if the store is missing 3 or more products across all displays.
Cake Display: The cake counter looks appealing, abundant, fully-stocked and day-parted where applicable with no missing products. 1. The ambient counter is fully stocked to planogram. 2. All muffins and cakes are unwrapped when in the display case and displayed on the correct plates/stands/grease-proof paper. 3. No damaged food is on display to be sold. 4. All products clearly should be clearly priced. If similar products are displayed in different parts of store they must also be labelled. If any price is wrong it is not acceptable to make a hand alteration and store should order an updated price label. 5. This point should be marked down if the store is missing 3 or more products across all displays.
Display Units: Are all of the customer facing food display cabinets and all store storage fridges clean? 2. Cake fridge shelving, glass, door runners, and seals are clean inside and out on both the customer side and behind the counter. Glass is undamaged and all doors in full working order. 3. Pastry units, product of the month units, cake fridges, crisp units, muffin bowls, impulse units and sandwich fridges are clean inside and out and are not cracked or missing any parts. 4. Sandwich fridge shelves, sides and front are clean and vents are in place. 5. All units are in full working order and undamaged in any way. 6. Fridge vents are clean and dust free to ensure correct temperature is held and avoid fridge breaking down.
Team Recognition: Have any of the team members given an outstanding service to customers? 1. This is a non-scoring question and should only be marked if a Team Member has gone above and beyond to give outstanding customer service during check. 2. Please provide details of Team Member and reason for recognition.

Coffee Experience

Grind Check Knowledge: The team member on the machine can confidently explain visual grind checks and why they are completed. The team member on the machine has a full understanding around the visual coffee check process and knows when the grind needs adjusting.
Espresso: A single espresso is prepared using the correct process and served to Costa standard. 1. Espresso cups are heated with hot water. 2. Are all Espressos the correct length and is there a golden crema on top? If swirled when fresh the coffee should not break through.
Latte: The milk is steamed and the final prepared drink is served to Costa standard. 1. Latte milk is always steamed first, then Espresso shots dropped through the top to produce a drop mark. (If absolutely necessary to top up the latte milk should be added down the side of the glass and no more than 1cm). 2. Is there 1cm (+/- 2mm) of froth on all Lattes. 3- Lids are always placed onto take away cups before given to the customers

Store Experience

Customer Area: Internal customer seating area floor is kept clean. All tables are clean, neatly arranged and cleared within 2 minutes with customers never having to clear their own tables. 1. Customer area floor is kept free from debris and is presentable from a customer viewpoint. 2.Tables tops and bases are clean and tables are neatly arranged. 3. All tables are cleared and cleaned within three minutes of the customer leaving including surrounding floor area. 4. If tables are left longer than three minutes but there is evidence that they will be cleared imminently then this is acceptable. 5. No customer should have to clear their own table.
Toilets: All toilets are clean, fully stocked, and in working order with evidence of being regularly checked. 1. All soap dispensers, paper towel holders, toilet roll holders and nappy changing liners are full where applicable. 2. All ladies/Unisex toilets have a sanitary bin in each cubicle and nappy bins are provided next to changing tables. Bins are never full. 3. Disabled handles/rails are stable and working. Disabled pull cord is working and team members are aware on how to assist if it is pulled. 4. Toilets, toilet brushes, ceilings, fans, walls, floors, doors, sinks, baby changing units and mirrors must be clean, working and undamaged. 5. No chemicals to be stored in the toilet.
Customer Seating: All chairs/sofas and highchairs are kept clean and well-maintained. Chairs must be crumb-free with no heavy build up of dust and no dried on debris/food. 1. All furniture should be presentable, stain-free and appealing to customer. 2. No visible build up of rubbish down the backs and sides of chairs or sofas. 3. Only Costa approved chairs are in use. Highchairs should be cleaned thoroughly, including straps and trays.
Hand-washing: All Team Members are using the Soap, Scrub and Sanitise system to thoroughly wash, dry and sanitise their hands every time they return to work on the bar/counter. 1. All hand-wash basins should be unobstructed (no blender jugs, milk jugs or equipment left in them). 2. There should be an adequate supply of hot water, soap, hand towels/blue roll at all hand wash basins. 3. Hand sanitising gel should be positioned next to Back Bar sink.
Compliance Log: The following is to be checked: (a) cleaning records (b) fridge/freezer temperature records (c) Digital probe thermometer available and calibrated. 1. Focus on the last 6 weeks of records 2. Pay particular attention to cleaning records (are the areas signed off actually clean), fridge/freezer temperature records (appropriate action taken for any unit out of range, team are aware that shaded boxes are for temps probed between products).
15. Wildcard 15. Wildcard This question can be around any part of our store operations. This may be a question led by the business, including the knowledge of recent communicated changes. This is also a space where any point can be marked as seen on the day that is not covered within the above questions e.g. every Cappuccino during the visit has been served incorrectly. This is a space where a monthly point will be focussed at or something that has been seen during the visit. The Costa checker will not go out of their way to find something to mark under this point. Unless something specific has come up during the visit, a monthly question will be asked under this point. Franchise Partners can select their monthly questions unless briefed differently via your relevant Partnerships (Brand) Development Manager.