Service Audits Csats - Ver1.4

Department

Does the customer assistant demonstrating "Smile & Greet everyone you meet"?

Is the customer assistant well presented, following correct uniform guidelines and wearing a visible name badge ?

Does the customer assistant give good eye contact and smile at the customer .

Does the Customer assistant give positive feedback on the product or demonstrate good knowledge? Do they show knowledge of cross selling ?

Does the customer assistance offer to pack the customers goods?

Does the customer assistant up sell the till point products?

Is the customer assistant promoting M&S Bank product, in a natural positive manner while maintaining eye contact . E.g " are you collecting points today "? Do they give information on M&S Bank products ?

Does the customer assistant offer the customer a CSAT? Most importantly do they ask the customer to spend 5 minutes completing the survey " on the service you've received in store today"? Or "the service you've received from me today"?

Did the customer assistant offer a Farewell that was genuine and enthusiastic but suggested they saw them as an individual .

Does the customer assistant demonstrating "Smile & Greet everyone you meet"?

Is the customer assistant well presented, following correct uniform guidelines and wearing a visible name badge ?

Does the customer assistant give good eye contact and smile at the customer .

Does the Customer assistant give positive feedback on the product or demonstrate good knowledge? Do they show knowledge of cross selling ?

Does the customer assistant fold and pack the items with care.

Does the customer assistant up sell the till point products?

Is the customer assistant promoting M&S Bank product, in a natural positive manner while maintaining eye contact . E.g " are you collecting points today "? Do they give information on M&S Bank products ?

Does the customer assistant offer the customer a CSAT? Most importantly do they ask the customer to spend 5 minutes completing the survey " on the service you've received in store today"? Or "the service you've received from me today"?

Did the customer assistant offer a Farewell that was genuine and enthusiastic but suggested they saw them as an individual .

Does the customer assistant demonstrating "Smile & Greet everyone you meet"?

Is the customer assistant well presented, following correct uniform guidelines and wearing a visible name badge ?

Does the customer assistant give good eye contact and smile at the customer .

Does the Customer assistant give positive feedback on the product or demonstrate good knowledge? Do they show knowledge of cross selling ?

Does the customer assistant up sell the till point products?

Is the customer assistant promoting M&S Bank product, in a natural positive manner while maintaining eye contact . E.g " are you collecting points today "? Do they give information on M&S Bank products ?

Does the customer assistant offer the customer a CSAT? Most importantly do they ask the customer to spend 5 minutes completing the survey " on the service you've received in store today"? Or "the service you've received from me today"?

Did the customer assistant offer a Farewell that was genuine and enthusiastic but suggested they saw them as an individual .

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