Service audits CSATs - Ver1.4

• Document No.

• Store number

• Store name

• Conducted on

  Date

• Managers Name

• Employee number.

• Department

  Foods

  General merchandise

  Hospitality

Foods

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

  Yes

  No

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

  Yes

  No

• Uniform

  Select Missing name badge Incorrect name badge Presentation Not corporate attire

  • Missing name badge
  • Incorrect name badge
  • Presentation
  • Not corporate attire

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

  Yes

  No

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

  Yes

  No

• Does the customer assistance offer to pack the customers goods?

  Yes

  No

• Does the customer assistant up sell the till point products?

  Yes

  No

• 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 ?

  Yes

  No

• 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"?

  Yes

  No

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

  Yes

  No

General Merchandise

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

  Yes

  No

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

  Yes

  No

• Uniform

  Select Missing name badge Incorrect name badge Presentation Not corporate attire

  • Missing name badge
  • Incorrect name badge
  • Presentation
  • Not corporate attire

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

  Yes

  No

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

  Yes

  No

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

  Yes

  No

• Does the customer assistant up sell the till point products?

  Yes

  No

• 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 ?

  Yes

  No

• 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"?

  Yes

  No

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

  Yes

  No

HOSPITALITY

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

  Yes

  No

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

  Yes

  No

• Uniform

  Select Missing name badge Incorrect name badge Presentation Not corporate attire

  • Missing name badge
  • Incorrect name badge
  • Presentation
  • Not corporate attire

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

  Yes

  No

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

  Yes

  No

• Does the customer assistant up sell the till point products?

  Yes

  No

• 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 ?

  Yes

  No

• 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"?

  Yes

  No

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

  Yes

  No

• Customer assistant name

• Employee number

• Evaluation

• Feedback Given

  Yes

  No

• Customer assistant agrees with evaluation and understands their feedback .

  Sign