Q1 2015 Area 9 Service Healthcheck

• Store Name

• Store No.

• Completed By: Steve Neal

Customer Viewpoint results

• Has the store achieved the minimum response rate on it's latest result ?

  Yes

  No

  N/A

• Has the store scored over 65% for the lead measure on it's latest result ?

  Yes

  No

  N/A

• Has the store achieved over 65% for overall availability ?

  Yes

  No

  N/A

• Has the store achieved a score of over 70% for quality of fruit and veg ?

  Yes

  No

  N/A

• Has the store delivered green on the community measure ?

  Yes

  No

  N/A

• Has the store achieved a score of over 85% for staff helpfulness ?

  Yes

  No

  N/A

• Is the store congestion free and has achieved a score of over 75% for this measure ?

  Yes

  No

  N/A

• Is the store clean and tidy, and has a score of over 80% been achieved for this measure ?

  Yes

  No

  N/A

Inspiring colleagues to improve Service

• Has the store got an active and visual plan to address under performing areas within the viewpoint, and is this clearly on display ?

  Yes

  No

  N/A

• Do all colleagues working on the checkouts, engage with customers, and give out Service cards asking for feedback ?

  Yes

  No

  N/A

• Does the store make an effort of celebrating success ? Ie. display WOW comments, values awards, monthly service superstar ?

  Yes

  No

  N/A

• Has the store got a "Smile" wall on display, that is regularly updated with "fun at work" photos ?

  Yes

  No

  N/A

• Does the store have a "fun at work" plan, and is this on display ?

  Yes

  No

  N/A

• Does the store use yammer as a tool to celebrate success, and are the majority of colleagues signed up to it ?

  Yes

  No

  N/A

• Does the Store Manager and Deputy Manager discuss Service daily, with all colleagues, giving everyone an opportunity to celebrate success, communicate WOW comments, etc. ?

  Yes

  No

  N/A

Leading a happy team, and supporting perfomance

• Are all colleagues dressed correctly, with name badges visible, and observed giving great, friendly service ?

  Yes

  No

  N/A

• When responding to supporting queues, do colleagues engage with customers in a natural way ? Ie. " thank you for waiting".......

  Yes

  No

  N/A

• Have all colleagues had an inspiring great performance review completed in the last year, with clear evidence that Service has been discussed ? Check files and that a tracker is in place.

  Yes

  No

  N/A

• Have all colleagues who have received amber / red grades, had follow up reviews booked in ?

  Yes

  No

  N/A

• Are service checks being completed on all colleagues, and are these being tracked, with values awards being given out for service recognition ?

  Yes

  No

  N/A

• Does the store's leadership team all have an up to date PDPS, incorporating the Service Leadership wheel ?

  Yes

  No

  N/A

• Is the latest "What matters to You" survey green ?

  Yes

  No

  N/A

• If not, is there a clear action plan in place that demonstrates improvement is being made ? ( ask some colleagues to verify this )

  Yes

  No

  N/A

Building Community relationships

• Does the store have a charity fund raising target and plan ?

  Yes

  No

  N/A

• Is the above on display to both colleagues and customers ?

  Yes

  No

  N/A

• Does the store have a community board, and is this up to date, on display in a prominent area ?

  Yes

  No

  N/A

• Do colleagues engage with customers and talk to them about our involvement in the community ?

  Yes

  No

  N/A