SOUL

Information

Customer Experience Visit
Store

Sections 1-4

1. Deployment - 1.1 Deployment principles - 1.1.2 Customer connection

1.1.2.1 Are customers greeted at the earliest possible opportunity, in a friendly manner? (this is to include at the till if there is no queue)
1.1.2.2 Were you asked for your name when ordering your beverage?
1.1.2.3 Are partners actively connecting with the customer offering something specific over and above what the customer is ordering (where appropriate)? This can include promotional activity, customer voice, MSR, food and future events (relevant to the day part)

2. Brand standards - 2.1.1 Visual execution

2.1.1.1 Is the transaction plane, impulse fixture (where available), cookie jar, unobstructed, fully stocked and labelled and is the Starbucks Card holder stocked? Flexibility for out of stock items and the use of jars / baskets
2.1.1.2 Is the correct A-board insert (if applicable) and banner stand (if applicable) signage displayed and in good condition. Flexibility required as some stores do not have A boards or banner stands
2.1.1.3 Is the correct window/door signage in place for both promotional and core Siren's Eye? Flexibility - one size does not fit all windows
2.1.1.4 Is merchandise including coffee display (floor stand, baskets, knock down table, merchandise bay, metal stand and back bar cubbies) clean, priced and fully stocked, including VIA? Flexibility - the NEW Core Siren's Eye advises on pricing
2.1.1.5 Is the condiment bar(s) clean and fully stocked?
2.1.1.6 Is the Daily Offerings Board, Back of Bar boards and menu boards as per campaign guide?

2. Brand standards - 2.2 Uniform standards - 2.2.1 Dress code

2.1.1.1 Is the dress code and presentation standards followed, Aprons are clean and are not worn during breaks? Name badges are clearly written and legible and are worn at all times? (decoration on the name badge is permitted as long as its in chalk PEN) (Creativity is allowed on the name badge and it is understood that apron stains happen throughout a shift)

2. Brand standards - 2.3 Environment - 2.3.2 Atmosphere

2.3.2.1 Is the music Starbucks supplied and at correct volume?
2.3.1.1 Is the lighting correct, and there are no more than 3 light bulbs out within the store? Flexibility -required - as long as there is evidence that this has been logged to be resolved
2.3.2.3 Does the store operate a free customer Wi-Fi access or an alternative free Wi- Fi access that provides the same level of speed, ease of use and availability of service and level of security to customers? (Flexibility - WiFi may not available - example shopping centres, kiosks, hotels - the assessor to enquire with PIC if Starbucks WiFi not available)
2.3.2.4 Is the bathroom clean, stocked with toilet paper and hand soap (not a bar of soap)?
2.3.5 Are the sanitary bin, baby change facility & nappy bin available and in working order?
2.3.2.5 Is the café clean and tidy?

2. Brand standards - 2.4 Service recovery vouchers - 2.4.1 Service recovery vouchers available

2.4.1.1 Are Service Recovery Vouchers available (not in the safe)?

3. Beverage - 3.1 Beverage quality - 3.1.1 Recipe

3.1.1.1a Were each of the beverages made to the evaluation standards? The assessor to order at least two beverages from the following list a. Cafe Latte (this is to be ordered on arrival) b. Cappuccino c. Caramel Macchiato (with 7/2 cross hatch) d. Campaign Drink (assessor to choose from the campaign) e. Flat White Thermometers should be being used by the store when making the following drinks: a. Flat White b. Eggnog (campaign specific) c. for Children's and Extra Hot beverages Flexibility - Standard to be adhered to, if a customer comes back asking for the drink to be filled to the top then of course we will do this. In this case the assessor should not mark down.
3.1.1.1b Were each of the beverages made to the evaluation standards? The assessor to order at least two beverages from the following list a. Cafe Latte (this is to be ordered on arrival) b. Cappuccino c. Caramel Macchiato (with 7/2 cross hatch) d. Campaign Drink (assessor to choose from the campaign) e. Flat White Thermometers should be being used by the store when making the following drinks: a. Flat White b. Eggnog (campaign specific) c. for Children's and Extra Hot beverages Flexibility - Standard to be adhered to, if a customer comes back asking for the drink to be filled to the top then of course we will do this. In this case the assessor should not mark down
3.1.1.2 Is the mocha pump calibrated correctly? (White plastic pumps removed from assessment) Choose from one of the following pumps to check that it is calibrated: see the assessor guide a. Bar mocha / white mocha (in the absence of a measuring cup, pump 4 pumps {60ml or 2fl. oz.} into 2 shot glasses to the line) (for clarity 2 pumps = 1 shot glass to the line) b. Chai tea (in the absence of a pump check with calibration cup) [pump 3 pumps into a paper cup, then transfer contents into 2 x shot glasses, this equals 60ml or 2 fl. oz, to the line]
3.1.1.3 Are espresso shots incorporated into a beverage within "10 seconds" within the beverage routine?
3.1.1.4 CURRENT STANDARD: Are all types of espresso machines calibrated to pull 2 fl. oz. (60ml) for a double shot (note a shot glass = 1fl. oz.) Assessors to check Mastrena and Verismo machines only NEW STANDARD FOR COFFEE MACHINES - NEW Standard (new machines - Mastrena type - from Jan 15 - retrospective upgrade from April 15) For Mastrena type espresso machines - calibrated to pull 45ml for a double shot (NEW Standard following upgrade - assessors to ask if this has been completed) NOT PART OF THE CEV: Clover Machine or Simonelli Machines
3.1.1.5 Is the pour time for espresso double shots between 15-19 seconds for the Verismo 801 (using the visual check) and between 18-23 seconds for the Mastrena (using the counter on the display)?
3.2.1.1 Is brewed coffee prepared to standard (weigh batch of coffee etc…) (without filter paper) (Tolerance of +/- 1g)

3. Beverage and Food - 3.2 Beverage routine - 3.2.1 Beverage routine (previously 3.1.2)

3.2.1.1 Are the four major steps of beverage routine followed?
3.2.1.2 Are the eight major steps of cold beverage routine followed?

3. Beverage and Food - 3.3 Beverage Finish 3.3.1 Delivery

3.3.1.1 Did the barista use the customers name and drink name when handing off the beverage? you" when handing off the beverage?
3.3.2 Did the barista make eye contact, use a friendly smile when handing off the beverage?
3.3.3 Did the barista say "thank you" when handing off the beverage?
3.3.1.2 A cup sleeve is used on: hot tall and grande brewed coffee, tea, americanos, chai tea lattes and mistos, all hot venti size beverages Other beverages at customer's request
3.3.1.4 Is the cup clean with no spills? (also look for cups that are chipped on ceramics) (note: for a take away cup the lid sip hole is NOT to be in line with the cup seam)

3. Beverage and Food - 3.4 Food Quality - 3.4.1 Delivery

3.4.1.1 Is food full and abundant across the range and/or a good variety if food dependent on time of day?
3.4.1.2 Is food being served with the correct Eat In = cutlery and napkins from the condiment bar, condiments on plate Take Away = cutlery, condiments, napkins in the bag Flexibility - for Kiosk type stores plates and cutlery may not be given out
3.4.1.3 Is food being delivered to the handoff point or point of sale and the customer called by name and the food called by food name as a minimum standard? Flexibility - Some stores with panini grills may deliver to the table

4. Training - 4.1 Training standards

4.1.1 Ask to see qualified two qualified barista training files - of partners on shift or randomly selected. (Link back to beverage or frappuccino routines if the partner did not make the drink correctly)
4.1.2 Ask to see qualified shift supervisor training file (A one page validation note sign off sheet/template may be used as evidence of completed training)

5. Manager

5.1 Manager Name

6. Assessor's Comments

6.1 Assessor's Comments
6.2 Person In Charge Role

7 Signature

7.1 Assessor Signature
7.2 Person in Charge

8. Feedback

8.1 Assessor to note whether 30 min feedback provided at the end of the assessment. If not Assessor to comment on reasons why.

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1. Deployment - 1.1 Deployment principles - 1.1.2 Customer connection

2. Brand standards - 2.1.1 Visual execution

2. Brand standards - 2.2 Uniform standards - 2.2.1 Dress code

2. Brand standards - 2.3 Environment - 2.3.2 Atmosphere

2. Brand standards - 2.4 Service recovery vouchers - 2.4.1 Service recovery vouchers available

3. Beverage - 3.1 Beverage quality - 3.1.1 Recipe

3. Beverage and Food - 3.2 Beverage routine - 3.2.1 Beverage routine (previously 3.1.2)

3. Beverage and Food - 3.3 Beverage Finish 3.3.1 Delivery

3. Beverage and Food - 3.4 Food Quality - 3.4.1 Delivery

4. Training - 4.1 Training standards

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Free SOUL Checklist

Go digital today!

Convert your paper checklists into digital forms

1. Deployment - 1.1 Deployment principles - 1.1.2 Customer connection

2. Brand standards - 2.1.1 Visual execution

2. Brand standards - 2.2 Uniform standards - 2.2.1 Dress code

2. Brand standards - 2.3 Environment - 2.3.2 Atmosphere

2. Brand standards - 2.4 Service recovery vouchers - 2.4.1 Service recovery vouchers available

3. Beverage - 3.1 Beverage quality - 3.1.1 Recipe

3. Beverage and Food - 3.2 Beverage routine - 3.2.1 Beverage routine (previously 3.1.2)

3. Beverage and Food - 3.3 Beverage Finish 3.3.1 Delivery

3. Beverage and Food - 3.4 Food Quality - 3.4.1 Delivery

4. Training - 4.1 Training standards

Related checklists