Soul Starbucks - FY18 Customer Experience Visit (CEV)

• Assessment Date

  Date

• Assessor

• Store Location
  Address

• Instructions
  
  1. Choose the best response for the given questions below. Refer to valuable information provided for clear understanding on how the assessment is to be taken.
  2. Add photos and notes by clicking on the paperclip icon
  3. To add corrective actions, click on the paperclip icon then "Add Action", provide a description, assign to a member, set priority and due date
  4. Complete audit by providing digital signature
  5. Share your report by exporting as PDF, Word, Excel or Web Link

Section 1

1.1 Deployment Principles and Playbook

• 1.1.1 - At the beginning of the CEV the assessor will have observed from entering the store a number of the question subjects covered in the assessment. The assessor will join the queue, buy a drink and perhaps a food item, once the drink and/or food is handed to the assessor they will go and sit and observe. During this observation they will covers off other questions in the assessment. Approx. 20 mins into the assessment the assessor will introduce themselves and ask to see the Person In Charge. They will ask to see the completed deployment worksheet, this details the planned shift and partner targets. The play of the shift is flexible and the partners should go where the work is, the assessor may not see it exactly as the deployment sheet shows. The assessor will also note the following information:

• 1.1.2 - Time of Visit • Criteria: The assessor to note the date and time of the visit • Reference: CEV Guide; Deployment Principles & Playbook

  Date

• 1.1.3 - How many partners were on shift? • Criteria: The assessor to note how many partners were on shift at the time of the assessment • Reference: CEV Guide; Deployment Principles & Playbook

• 1.1.4 - How many partners were on shift? • Criteria: The assessor will note how many tills were open and how many were supported • Reference: CEV Guide; Deployment Principles & Playbook

• 1.1.5 - How long from joining queue to receiving your beverage? • Criteria: The assessor to note the time taken from joining the till to the time they receive the beverage • Reference: CEV Guide; Deployment Principles & Playbook

• 1.1.6 - How many customers in the queue? • Criteria: On joining the queue how many customers were in the queue (up to the till)? • Reference: CEV Guide; Deployment Principles & Playbook

• 1.1.7 - How many customers at the hand off point? • Criteria: Once the assessor has paid, how many people are at the handoff point? • Reference: CEV Guide; Deployment Principles & Playbook

• 1.1.8 - Were you offered or did you see second service during your visit to the Café?<br><br>• Criteria: Were you offered second service or did you see second service offered to other customers whilst you were conducting the assessment. <br><br>• Reference: CEV Guide; Second Service Guide information

  Yes

  No

  N/A

1.2 Deployment - Customer connection

• 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)<br><br>• Criteria: It is expected that a partner to acknowledge a customer before getting to the till if not busy and if enough partners are on shift<br><br>Baristas take the initiative to greet customers with "hello", Good morning" etc..., make eye contact, smile and show appreciation for visit, apologize for any delays<br><br>• Reference: CEV Guide - to be update; Till Routine; World Class Customer Service; Make Every Moment Right - Poster

  Yes

  No

  N/A

• 1.2.2 - Were you asked for your name when ordering your beverage or witnessed other customers being asked?<br><br>• Criteria: Partner asks for name when customer orders their beverage and they marked the cup with the name.<br><br>• Reference: CEV Guide; Till Routine; World Class Customer Service; Make Every Moment Right - Poster

  Yes

  No

  N/A

• 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)<br><br>• Criteria: This can be completed by any partner, they should be suggesting other offerings to the customer other than the item the customer is buying: (1) Starbucks card activation/card reload; (2) Food hero item; (3) Packaged Food; (4) Food promotion; (5) AHC <br><br>NOTE: "where appropriate" if it is a regular customer the partner may not offer other items<br><br>• Reference: CEV Guide; Promotional Siren's eye

  Yes

  No

  N/A

• 2.1.7 - Is shift planner completed? Partners deployed accordingly, Targets Set, Followed Up?

  Yes

  No

  N/A

Section 2 - BRAND STANDARDS

2.1 Siren's Eye Visual execution

• 2.1.1 - Is the transaction plane, impulse fixture (where available), cookie jar, unobstructed, fully stocked, priced and labelled and is the Starbucks Card holder is stocked?<br><br>• Criteria: To Siren's Eye (Flexibility for out of stock items and the use of jars / baskets) <br><br>• Reference: CEV Guide; Core Siren's Eye; Promotional Siren's Eye

  Yes

  No

  N/A

• 2.1.2 - Is the Correct A-board insert (if applicable) and banner stand (if applicable) signage displayed and in good condition.<br><br>• Reference:<br><br>CEV Guide<br>Core Siren's Eye<br>Promotional Siren's Eye

  Yes

  No

  N/A

• 2.1.3 - Is the correct window/door signage in place for both promotional and core Siren's Eye?<br><br>• Criteria: To Siren's Eye and core signage standards. Not applicable in all stores, some stores may not be able to use the window signage - speak to the store manager. Also some window signage is not in the promotional/core Sirens Eye or is new i.e., power mat, opening hours, WiFi, cctv (Flexibility - one size does not fit all windows)<br><br>• Reference: CEV Guide; Core Siren's Eye Core signage standards; Promotional Siren's Eye

  Yes

  No

  N/A

• 2.1.4 - Is Merchandise including Coffee and Tea display(s) (floor stand, baskets, merchandise bay, metal stand, feature cube, and back bar cubbies) clean, priced and fully stocked (fully abundant/well stocked)?<br><br>• Criteria: Ensuring the display is clean, priced and fully stocked (fully abundant), a luggage label to be used for each item type (Flexibility - the NEW Core Siren's Eye advises on pricing)<br><br>• Reference: CEV Guide; Core Siren's Eye; Promotional Siren's Ey

  Yes

  No

  N/A

• 2.1.5 - Is the Condiment bar(s) clean and fully stocked?<br><br>• Criteria: Store Operations Manual (Assessor note: ensure core items for the condiment bar are available) - some condiment bars are small and cannot fit all items) [In the UK Skimmed and Semi Skimmed stocked (NOT Whole Milk or Soya Milk)]<br><br>• Reference: CEV Guide; Store Operations Resource Manual - Store Set up; Beverage Resource Manual - Condiment Bar; Bussing Standards Launch Guide

  Yes

  No

  N/A

• 2.1.6 - Are the Daily Offerings Board, Back of bar boards and menu boards as per campaign guide?<br><br>• Criteria: To Siren's Eye (BOB boards are in the "customer Flow" direction as detailed in the Core Siren's Eye)<br><br>• Reference: CEV Guide; Core Siren's Eye; Promotional Siren's Eye

  Yes

  No

  N/A

2.2 Uniform Standards - Dress Code

• 2.2.1 - Is the Starbucks 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 when on shift?<br><br>• Criteria: Assessor to look at the partners on shift and see whether they meet the Starbucks Dress Code Standard Name badge written and is legible) No holes, tears or stains on the apron, start shift wrinkle free, tied at the back. Creativity is allowed on the name badge and it is understood that apron stains happen throughout a shift. Decoration on the name badge is permitted, the name has to be legible<br><br>• Reference: CEV Guide; SORM - Dress code and Personal Presentation

  Yes

  No

  N/A

2.3 - Environment - Atmosphere

• 2.3.1 - Is the Music Starbucks supplied, appropriate and at the correct volume?<br><br>• Criteria: The Assessor to check that the store has the correct Imagesound CD and check when this was received in store. The assessor to check that the image sound CD is being played. <br><br>Correct Volume means:<br>a. if the store is busy the volume should be loud enough to be heard but not too loud that you cannot hold a conversation.<br>b. if the store is quiet then the volume should not be too loud (Flexibility - Starbucks music may not be present in airports, railway stations, hotels and kiosks and other locations. The assessor to ask the person in charge if music is not being played) <br><br>• Reference: CEV Guide; SORM - Music extract

  Yes

  No

  N/A

• 2.3.2 - Is the lighting correct, and are no more than 3 café light bulbs out within the store?<br><br>• Criteria: There should not be more than 3 light bulbs out in the cafe and the spot lights should be focussed on the menu boards, cubbies, display cabinets, DOB and artwork. No lights should be out in the bar area. (Flexibility -required - as long as there is evidence that this has been logged to be resolved)<br><br>• Reference: SORM - Lighting extract

  Yes

  No

  N/A

• 2.3.3 - 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?<br><br>• Criteria: The assessor to check that the store is operating the Starbucks "brand" WiFi. If the store is not operating WiFi due to its location the assessor will mark this as Not Applicable (Flexibility - WiFi may not available and should be marked not applicable - example shopping centres, kiosks, hotels, airports and railway stations - the assessor to enquire with PIC if Starbucks WiFi not available)<br><br>• Reference: CEV Guide - to be updated; WiFi Provided by UK BT - Free; For other countries this may be provided by other suppliers

  Yes

  No

  N/A

• 2.3.4 - Is the bathroom clean, stocked with toilet paper and hand soap (not a bar of soap)?<br><br>• Criteria: Assessor to check the bathroom<br><br>• Reference: CEV Guide; SCEMM - extract stocking the toilet

  Yes

  No

  N/A

• 2.3.5 - Are the sanitary bin, baby change facility & nappy bin available and in working order?<br><br>• Criteria: Assessor to check the sanitary bin is available, the baby changing & nappy bin is available and in working order. Some stores may not have a baby changing unit/nappy bin - in this case the question would be marked not applicable

  Yes

  No

  N/A

• 2.3.6 - Is the Café clean and tidy (to include the outside/ outside seating)?<br><br>• Criteria: The assessor to link to the bussing routine and comment if this is not being completed as per process - not to be marked down if the routine is not being completed in the correct order. Assessor to check table and seating legs, skirting boards. To include outside / outside seating (an example: litter/cigarette butts not cleaned up). Assessors not to mark down for bussing routine not being completed in the correct order <br><br>• Reference: CEV Guide; Bussing Routine Guide

  Yes

  No

  N/A

• 2.3.7 - Is the store temperature set between 19-21 Degrees?<br><br>• Criteria: The assessor to check temperatures from air conditioning control panels. If it is controlled by the landlord then N/A must be selected. <br><br>• Reference: Store Walk Through

  Yes

  No

  N/A

2.4 - Service recovery vouchers

• 2.4.1 - Are Service recovery vouchers available (not in the safe)?<br><br>• Criteria: Must be readily available for the barista to recover any situation that might arise. The bar partner, register partner and supervisor should have them readily available or on their person (Supervisor)<br><br>• Reference: CEV Guide; SORM - SRV's extract; World class Customer Service - Learning Cards - "Own"

  Yes

  No

  N/A

Section 3 - BEVERAGE AND FOOD

3.1 Beverage quality - Recipe

• The assessor to order at least two (2) beverages from the following list:
  
  1. Cafe Latte (this is to be ordered on arrival)
  2. Cappuccino
  3. Caramel Macchiato (with 7/7/2 cross hatch)
  4. Campaign Drink (assessor to choose from the current campaign)
  5. Flat White

• Select the beverage ordered? (Select all that applies)

  Select Cafe Latte (this is to be ordered on arrival) Cappuccino Caramel Macchiato (with 7/7/2 cross hatch) Campaign Drink (assessor to choose from the current campaign) Flat White

  • Cafe Latte (this is to be ordered on arrival)
  • Cappuccino
  • Caramel Macchiato (with 7/7/2 cross hatch)
  • Campaign Drink (assessor to choose from the current campaign)
  • Flat White

• 3.1.1 - Were each of the beverages made to the evaluation standards?

  Yes

  No

  N/A

• 3.1.1(a) - Bevarage 1<br><br>• Criteria: • Criteria: The assessor will request each drink one at a time - these to be take out to ensure cup marking. The Latte to be ordered first. The order will be paid for by the Assessor. The assessor will then watch each drink being made. (NOTE thermometers should be used on 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.<br><br>• Reference Beverage Quality Job Aid; CEV Guide<br><br>1. Hot Beverage Recipe Cards Beverage Routine<br>2. Frappuccino Routine and Quality Job Aid

  Yes

  No

  N/A

• 3.1.1(b) - Beverage 2<br><br>• Criteria: • Criteria: The assessor will request each drink one at a time - these to be take out to ensure cup marking. The Latte to be ordered first. The order will be paid for by the Assessor. The assessor will then watch each drink being made. (NOTE thermometers should be used on 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.<br><br>• Reference Beverage Quality Job Aid; EV Guide<br><br>1. Hot Beverage Recipe Cards Beverage Routine<br>2. Frappuccino Routine and Quality Job Aid

  Yes

  No

  N/A

• 3.1.4 - Are all types of espresso machines calibrated to pull 45ml (or 60ml*) for a double shot?<br><br>• Criteria: Assessor to check with a shot glass that the double shot is to under the line on the shot class as defined in the Elevating Espresso reference material. Assessors to check Mastrena and Verismo machines only<br><br>STANDARD FOR COFFEE MACHINES - post Jan 2015 (new machines - Mastrena type - from Jan 15 - retrospective upgrade from April 15). (*65ml is the previous standard for a double shot). 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 - the Elevate Espresso reference material shows the sticker that will be on the machine) NOT PART OF THE CEV: Clover Machine or Simonelli Machines<br><br>• Reference: CEV Guide; SCEMM - Espresso Machine Extract; Elevating Espresso - Mastrena Update (published October 2014) - 45ml

  Yes

  No

  N/A

• 3.1.5 - 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)?<br><br>• Criteria: Assessor Note: <br>1. Both machines to be checked to include Espresso/Decaf & Origin <br>2. If shot poured is NOT to time the barista is to calibrate the machine and then pour 2 more shots.<br>3. The assessor is to recheck the 3rd shot and then mark the question <br><br>Assessor to check by looking at the machine display that the espresso shot on a Mastrena is between 18-23 seconds<br><br>• Reference: CEV Guide; SCEMM - Espresso Machine Extract; Elevate espresso guidelines

  Yes

  No

  N/A

3.2 Beverage routine - Beverage routine

• 3.2.1 - Are the four major steps of beverage routine followed?<br><br>• Criteria: Assessor to observe the four (4) main steps of the Beverage Routine:<br>MAJOR STEPS<br><br>1. Steam Milk (See the Milk Steaming Routine - 1. Pour Milk; 2. Aerate Milk; 3. Auto Steam Milk; 4 Clean Wand)<br>2. Queue Shots<br>3. Add syrup<br>4. Finish and Connect<br><br>Is the milk pitcher cleaned after every drink?<br><br>• Reference: CEV Guide; Beverage Routine Job Aid (including the Milk Steaming Routine Job Aid)

  Yes

  No

  N/A

• 3.2.2 - Are the eight major steps of Frappuccino routine followed?<br><br>• Criteria: Assessor to observe the eight (8) major steps of the Frappuccino routine<br><br>MAJOR STEPS: 1. Pump Coffe; 2. Pour Mil; 3. Pour cup content; 4. Add flavour and add ice; 5. Pump base; 6. Blend; 7. Finish and connect - including straw being given out; 8. Clean up <br><br>Flexibility - if a customer is already holding a straw the barista may not give them a straw - not to be marked down for this<br><br>• Reference: CEV Guide; Frappuccino Blended Beverage Quality Routine Job Aid

  Yes

  No

  N/A

3.3 Beverage Finish - Delivery

• 3.3.1 - Did the barista use the customer's name and drink name when handing off the beverage?<br><br>• Criteria: Assessor to observe the handoff of beverages for more than one customer. It does not matter what order the partner announces the name of the customer or the name of the drink.A level of flexibility is required as the partner and customer may know each other. Remember there needs to be the partner and customer connection. Refer to the Beverage Essentials Reference Materials for Beverage Calling order<br><br>• Reference: CEV Guide; Beverage routine - finish and connect

  Yes

  No

  N/A

• 3.3.2 - Did the barista make eye contact, use a friendly smile when handing off the beverage?<br><br>• Criteria: Assessor to observe the handoff of beverages <br><br>• Reference: CEV Guide; Beverage routine - finish and connect

  Yes

  No

  N/A

• 3.3.3 - Did the barista say "thank you" when handing off the beverage?<br><br>• Criteria: Assessor to observe the handoff of beverages <br><br>• Reference: CEV Guide; Beverage routine - finish and connect

  Yes

  No

  N/A

• 3.3.4 - Are cup sleeves being used on: Hot Tall and Grande brewed coffee, Tea, Americanos, Chai Tea Lattes and Mistos and all hot Venti size beverages. Other beverages at customer's request?<br><br>• Criteria: Assessor to observe the handoff of beverage. Assessor NOT to mark incorrect if the partner puts sleeves on more types of drinks. Sleeves also to be used on all extra hot beverages<br><br>• Reference: CEV Guide; Beverage routine - finish- Beverage Finishes section; Customer Audit

  Yes

  No

  N/A

• 3.3.5 - Is the cup clean with no spills?<br><br>• Criteria: Assessor to observe the handoff of beverage. Ensure partner is not wiping cup with a cloth. For a take away cup the lid sip hole is NOT to be in line with the cup seam. Look for cups that are chipped on ceramics. The partner should not be touching the sip hole area on cup lids when placing the lid on the take away cup<br><br>• Reference: CEV Guide; Beverage Resource Manual - Finishing Beverage extract

  Yes

  No

  N/A

3.4 Food Quality - Delivery

• 3.4.1 - Is the food full and abundant across the range and/or a good variety of food dependant on time of day?<br><br>• Criteria: To Siren's Eye. The store may be ranging and displaying items different to the Siren's eye layout, they should be well stocked (full and abundant and appealing), labelled and priced. Speak to the Store Person In Charge if different to Siren's eye. The assessor to look if the food display is untidy and not clean. Dependant on the time of day the food stock may be depleted, as a minimum the food should be faced up to the front of the display.<br><br>• Reference: CEV Guide; Promotional Siren's Eye

  Yes

  No

  N/A

• 3.4.2 - Is food being served correctly?<br><br>Eat-in = cutlery would be offered at till or on plate and napkins from the condiment bar, condiments on the plate <br>Takeaway = cutlery, condiments, napkins in the bag <br><br>• Criteria: Check the visual standards. Flexibility - for Kiosk type stores plates and cutlery may not be given out. <br><br>• Reference: CEV Guide - to be updated; New Food Warming and Serving Routine (Guide)

  Yes

  No

  N/A

• 3.4.3 - 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?<br><br>• Criteria: Check the visual standards (Flexibility - Some stores with Panini grills may deliver to the table)<br><br>• Reference: CEV Guide - to be updated; New Food Warming and Serving Routine (Guide)

  Yes

  No

  N/A

Section 4 - MEMR and DO RETAIL RIGHT

4.1 - Elevate the Brand

• The assessor would refer to MEMR (Playbook In-store Observation Tools), Store Walk Through and Siren's eye to evaluate their score

• 4.1.1 - Till Routine Genuine Connection?

  GREEN

  AMBER

  RED

• Please Add Comments for 4.1.1

• 4.1.2 - POS Order Support? (Order Support makes every moment right for customers and demonstrate all customer service standards)

  GREEN

  AMBER

  RED

• Please Add Comments for 4.1.2

• 4.1.3 - Be Where Your Customers Are?

  GREEN

  AMBER

  RED

• Please Add Comments for 4.1.3

• 4.1.4 - Service at Reasonable Pace?

  GREEN

  AMBER

  RED

• Please Add Comments for 4.1.4

• 4.1.5 - Adequate Number of Partners?

  GREEN

  AMBER

  RED

• Please Add Comments for 4.1.5

• 4.1.6 - Clean Store?

  GREEN

  AMBER

  RED

• Please Add Comments for 4.1.6

• 4.1.7 - Campaign Execution?

  GREEN

  AMBER

  RED

• Please Add Comments for 4.1.7

• 4.1.8 - Latte Art Evident?

  GREEN

  AMBER

  RED

• Please Add Comments for 4.1.8

• 4.1.9 - Partner Presentation?

  GREEN

  AMBER

  RED

• Please Add Comments for 4.1.9

• 4.1.10 - Visual Merchandising?

  GREEN

  AMBER

  RED

• Please Add Comments for 4.1.10

• 4.1.11 - Customer Support role in Place?

  GREEN

  AMBER

  RED

• Please Add Comments for 4.1.11

• 4.1.12 - Beverage Routine?

  GREEN

  AMBER

  RED

• Please Add Comments for 4.1.12

• 4.1.13 - Second Service?

  GREEN

  AMBER

  RED

• Please Add Comments for 4.1.13

• * Aftercompleting this section, please proceed to the next section.

Section 5

5.1 - Questions to be completed by the Assessor

• NOTE: This portion will not be answered by any customer. The assessor is to answer this section for completion.

• 5.1.1 - Would you recommend this store to others?

  Yes

  No

  N/A

• 5.1.2 - Do you feel the barista who served you was attentive to you/your needs today?

  Yes

  No

  N/A

• 5.1.3 - Was everything you wanted available to order today?

  Yes

  No

  N/A

Checklist Completion

• Are there more than one Manager who participated with this assessment?

  Yes

  No

• Manager(s)
  
  Click "Add Manager" to enlist names of participating managers

Manager

• Name and Signature

  Sign

• Manager's Name and Signature

  Sign

Assessor's Comments & Sign-Off

• • Provide applicable comments & feedback (Please have the assessor note down whether a 20 min feedback provided at the end of the assessment is necessary. If not Assessor is to provide comments on reasons why.)

• • Person in Charge Role

• Assessor's Name and Signature

  Sign