MPM shop visit audit

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

• Select date

  Date

• Manager :

Standards

• Are the windows, including the front door, clean? (No hand marks, watermarks,etc)

  Yes

  No

  N/A

• Are the windows up to date and displaying the correct marketing, and of an acceptable standard?

  Yes

  No

  N/A

• Shop floor Clean and Tidy?<br>a. Are all papers straight and not flapping?<br>b. Are all marketing materials neatly displayed with no Sellotape visible?<br>c. Are all magnetic strips clean and clear from finger marks?<br>

  Yes

  No

  N/A

• Correct Marketing, Promotions and coupons on display?

  Yes

  No

  N/A

• Customer toilets clean, toilet paper, hand soap available?

  Yes

  No

  N/A

• All colleagues in uniform and presentable?

  Yes

  No

  N/A

• Counter and all Colleague areas tidy and free from clutter?

  Yes

  No

  N/A

• FOBT and SSBT screens, sides and front clean?

  Yes

  No

  N/A

• Are all functions of the FOBTs and SSBTs in working order? eg Note reader, lights and screens?

  Yes

  No

  N/A

• Are all stools of a satisfactory standard?

  Yes

  No

  N/A

• Comments,

People

• Colleagues able to demonstrate a comprehensive understanding of current/upcoming promotion/s?

  Yes

  No

  N/A

• Can the Team re iterate the 5 point plan?

  Yes

  No

  N/A

• Comments,

Customer

• Ask customer feedback - was the feedback positive?

  Yes

  No

  N/A

• Do the team members know the names of every customer in the shop at the time of the visit?

  Yes

  No

  N/A

• Customers offered tea and coffee during visit?

  Yes

  No

  N/A

• All customers welcomed on entry during visit?

  Yes

  No

  N/A

• Wasted bets settled and up to date?

  Yes

  No

  N/A

• Team aware of latest mystery shop report and action plan complete ?

  Yes

  No

  N/A

• NPS for Visit (Out of 10)

Business Reporting

• Regular head counts and competitor checks being completed? (If applicable)

  Yes

  No

  N/A

• Comments,

Compliance

• Are Responsible Gambling materials correctly displayed and up to date? (Refer to Compliance audit document).

  Yes

  No

  N/A

• Are the team adhering to the MCR guidlines and has it been put in place?

  Yes

  No

  N/A

• Can colleagues explain the SE policy, processes and the MOSES scheme?

  Yes

  No

  N/A

• Are all the RGIs up to date and logged in the interaction log?

  Yes

  No

  N/A

• Are gaming alerts actioned and logged appropriately?

  Yes

  No

  N/A

• Are think 21 challenges being logged appropriately and do the logs reflect the location of the shop?

  Yes

  No

  N/A

• Do the shop team have sufficient knowledge of the SE process?<br>Are the shop team aware of responsible gambling support available to customers to be discussed during RGIs? (National Gambling Helpline, Set Your Limits, SE and GM statements)

  Yes

  No

  N/A

• Have colleagues in the shop accessed customer alerts in safe and secure recently?

  Yes

  No

  N/A

• Monitored customers up to date - <br>a. No derogatory names used<br>b. No teams logged

  Yes

  No

  N/A

• Comments,

Security

• Was the cash dispersal procedure followed and the safe closed during your visit?

  Yes

  No

  N/A

• Are colleagues on duty wearing their PPA?

  Yes

  No

  N/A

• Evidence of regular Banking?

  Yes

  No

  N/A

• Colleagues aware of the mag lock policy?

  Yes

  No

  N/A

• Comments,

Health and Safety - 5 Key Questions

• Fire Exit is unlocked, free from obstruction and the escape route leads to the designated Fire Meeting Point with no obstructions (walk the route)?

  Yes

  No

  N/A

• Is there evidence of the fire alarm tested weekly and recorded in the diary?

  Yes

  No

  N/A

• Comments,

Alignment

• Have all Colleagues been briefed and aware of Daily Focus?

  Yes

  No

  N/A

• Have the colleagues visited the ladbrokes experience page on LES and can they talk about todays daily focus/promotion?

  Yes

  No

  N/A

• Comments

AOB

• Are all actions complete from previous visit?

  Yes

  No

  N/A

• Comments

Support needed from Area manager/Marketplace manager