Information
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Customer Experience Visit
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Store
Sections 1-4
1. Deployment - 1.1 Deployment principles - 1.1.2 Customer connection
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1.1.2.1 Are customers greeted at the earliest possible opportunity, in a friendly<br>manner? (this is to include at the till if there is no queue)<br>
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1.1.2.2 Were you asked for your name when ordering your beverage?
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1.1.2.3 Are partners actively connecting with the customer offering something<br><br>specific over and above what the customer is ordering (where appropriate)?<br><br><br><br>This can include promotional activity, customer voice, MSR, food and future<br><br>events (relevant to the day part)<br>
2. Brand standards - 2.1.1 Visual execution
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2.1.1.1 Is the transaction plane, impulse fixture (where available), cookie jar,<br><br>unobstructed, fully stocked and labelled and is the Starbucks Card holder<br><br>stocked?<br><br>Flexibility for out of stock items and the use of jars / baskets<br><br>
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2.1.1.2 Is the correct A-board insert (if applicable) and banner stand (if applicable)<br><br>signage displayed and in good condition.<br><br><br>Flexibility required as some stores do not have A boards or banner stands<br>
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2.1.1.3 Is the correct window/door signage in place for both promotional and core<br><br>Siren's Eye?<br><br><br>Flexibility - one size does not fit all windows<br><br>
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2.1.1.4 Is merchandise including coffee display (floor stand, baskets, knock down<br>table, merchandise bay, metal stand and back bar cubbies) clean, priced and<br>fully stocked, including VIA?<br><br><br>Flexibility - the NEW Core Siren's Eye advises on pricing<br>
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2.1.1.5 Is the condiment bar(s) clean and fully stocked?<br><br>
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2.1.1.6 Is the Daily Offerings Board, Back of Bar boards and menu boards as per<br>campaign guide?
2. Brand standards - 2.2 Uniform standards - 2.2.1 Dress code
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2.1.1.1 Is the dress code and presentation standards followed, Aprons are clean and are not worn during breaks?<br>Name badges are clearly written and legible and are worn at all times?<br>(decoration on the name badge is permitted as long as its in chalk PEN)<br><br><br>(Creativity is allowed on the name badge and it is understood that apron<br>stains happen throughout a shift)<br>
2. Brand standards - 2.3 Environment - 2.3.2 Atmosphere
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2.3.2.1<br><br>Is the music Starbucks supplied and at correct volume?<br><br><br>
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2.3.1.1 Is the lighting correct, and there are no more than 3 light bulbs out within the<br>store?<br><br><br>Flexibility -required - as long as there is evidence that this has been logged to<br>be resolved<br><br>
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2.3.2.3 Does the store operate a free customer Wi-Fi access or an alternative free Wi-<br>Fi access that provides the same level of speed, ease of use and availability of<br>service and level of security to customers?<br><br><br><br>(Flexibility - WiFi may not available - example shopping centres, kiosks, hotels -<br><br>the assessor to enquire with PIC if Starbucks WiFi not available)<br>
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2.3.2.4 Is the bathroom clean, stocked with toilet paper and hand soap (not a bar of<br>soap)?
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2.3.5 Are the sanitary bin, baby change facility & nappy bin available and in<br>working order?<br>
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2.3.2.5 Is the café clean and tidy?<br><br><br>
2. Brand standards - 2.4 Service recovery vouchers - 2.4.1 Service recovery vouchers available
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2.4.1.1 Are Service Recovery Vouchers available (not in the safe)?<br><br>
3. Beverage - 3.1 Beverage quality - 3.1.1 Recipe
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3.1.1.1a Were each of the beverages made to the evaluation standards?<br>The assessor to order at least two beverages from the following list<br>a. Cafe Latte (this is to be ordered on arrival)<br>b. Cappuccino<br><br>c. Caramel Macchiato (with 7/2 cross hatch)<br><br>d. Campaign Drink (assessor to choose from the campaign)<br><br>e. Flat White<br>Thermometers should be being used by the store when making the following<br>drinks:<br>a. Flat White<br><br>b. Eggnog (campaign specific)<br>c. for Children's and Extra Hot beverages<br><br><br>Flexibility - Standard to be adhered to, if a customer comes back asking for<br>the drink to be filled to the top then of course we will do this. In this case the<br>assessor should not mark down.<br>
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3.1.1.1b Were each of the beverages made to the evaluation standards?<br>The assessor to order at least two beverages from the following list<br>a. Cafe Latte (this is to be ordered on arrival)<br>b. Cappuccino<br><br>c. Caramel Macchiato (with 7/2 cross hatch)<br><br>d. Campaign Drink (assessor to choose from the campaign)<br><br>e. Flat White<br>Thermometers should be being used by the store when making the following<br>drinks:<br>a. Flat White<br><br>b. Eggnog (campaign specific)<br>c. for Children's and Extra Hot beverages<br><br><br>Flexibility - Standard to be adhered to, if a customer comes back asking for<br>the drink to be filled to the top then of course we will do this. In this case the<br>assessor should not mark down
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3.1.1.2 Is the mocha pump calibrated correctly?<br>(White plastic pumps removed from assessment)<br>Choose from one of the following pumps to check that it is calibrated:<br>see the assessor guide<br><br>a. Bar mocha / white mocha (in the absence of a measuring cup, pump 4<br><br>pumps {60ml or 2fl. oz.} into 2 shot glasses to the line) (for clarity 2 pumps = 1<br>shot glass to the line)<br><br>b. Chai tea (in the absence of a pump check with calibration cup) [pump 3<br>pumps into a paper cup, then transfer contents into 2 x shot glasses, this<br>equals 60ml or 2 fl. oz, to the line]<br>
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3.1.1.3 Are espresso shots incorporated into a beverage within "10 seconds" within<br><br>the beverage routine?<br>
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3.1.1.4 CURRENT STANDARD:<br>Are all types of espresso machines calibrated to pull 2 fl. oz. (60ml) for a<br>double shot (note a shot glass = 1fl. oz.)<br>Assessors to check Mastrena and Verismo machines only<br><br>NEW STANDARD FOR COFFEE MACHINES - NEW Standard (new machines -<br><br>Mastrena type - from Jan 15 - retrospective upgrade from April 15)<br><br><br>For Mastrena type espresso machines - calibrated to pull 45ml for a double<br><br>shot (NEW Standard following upgrade - assessors to ask if this has been<br>completed)<br>NOT PART OF THE CEV: Clover Machine or Simonelli Machines<br>
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3.1.1.5 Is the pour time for espresso double shots between 15-19 seconds for the<br>Verismo 801 (using the visual check) and between 18-23 seconds for the<br>Mastrena (using the counter on the display)?<br>
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3.2.1.1 Is brewed coffee prepared to standard (weigh batch of coffee etc…) (without<br>filter paper)<br><br><br>(Tolerance of +/- 1g)<br><br>
3. Beverage and Food - 3.2 Beverage routine - 3.2.1 Beverage routine (previously 3.1.2)
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3.2.1.1 Are the four major steps of beverage routine followed?<br>
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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
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3.3.1.1 Did the barista use the customers name and drink name when handing off the beverage?<br><br>you" when handing off the beverage?<br><br>
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3.3.2 Did the barista make eye contact, use a friendly smile when handing off the beverage?
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3.3.3 Did the barista say "thank you" when handing off the beverage?
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3.3.1.2 A cup sleeve is used on: hot tall and grande brewed coffee, tea, americanos,<br>chai tea lattes and mistos, all hot venti size beverages<br><br>Other beverages at customer's request<br><br>
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3.3.1.4 Is the cup clean with no spills? (also look for cups that are chipped on<br>ceramics)<br><br>(note: for a take away cup the lid sip hole is NOT to be in line with the cup<br>seam)<br>
3. Beverage and Food - 3.4 Food Quality - 3.4.1 Delivery
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3.4.1.1 Is food full and abundant across the range and/or a good variety if food dependent on time of day?<br>
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3.4.1.2 Is food being served with the correct<br>Eat In = cutlery and napkins from the condiment bar, condiments on plate<br>Take Away = cutlery, condiments, napkins in the bag<br><br><br><br>Flexibility - for Kiosk type stores plates and cutlery may not be given out<br>
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3.4.1.3 Is food being delivered to the handoff point or point of sale and the customer<br>called by name and the food called by food name as a minimum standard?<br><br><br>Flexibility - Some stores with panini grills may deliver to the table<br>
4. Training - 4.1 Training standards
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4.1.1 Ask to see qualified two qualified barista training files - of partners on shift or<br>randomly selected. (Link back to beverage or frappuccino routines if the<br><br>partner did not make the drink correctly)<br>
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4.1.2 Ask to see qualified shift supervisor training file<br><br>(A one page validation note sign off sheet/template may be used as evidence<br><br>of completed training)<br>
5. Manager
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5.1 Manager Name
6. Assessor's Comments
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6.1 Assessor's Comments
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6.2 Person In Charge Role
7 Signature
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7.1 Assessor Signature
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7.2 Person in Charge
8. Feedback
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8.1 Assessor to note whether 30 min feedback provided at the end of the assessment. If not Assessor to comment on reasons why.
DM Routine
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Review Stock Holding, COS % and stock process - provide coaching and document below
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Review deployment sheets and coach on sales targets and shift preperation
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Review food avaibility and food ordering to ensure 100% availability and drive food sales
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Review playbook and speed of service, coach SSV on identified opportunities on routines to enable speed
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Review DNR and address any concerns, sign front of book and complete actions