Title Page

  • Site conducted

  • Conducted on

  • Prepared by

  • Location
  • Store Number

  • Store Type

  • Daypart

  • Number of Partners

  • Store Address

Service Experience

  • DTO Routine: Is the Drive Thru Order (DT) Routine being followed for Drive Thru orders (all steps)?

  • DTW Routine: Is the Drive Thru Window (DTW) Routine being followed for DT orders (all steps)?

  • DT Speed of Service: Is the queue time for Drive Thru (DT) lane acceptable, with no hold ups in service

  • Cafe Order Routine: Is the Cafe Order Routine being followed (all steps) by the POS and Order Support partners?

  • Names on Cups: Are customers asked for their name when placing their order and is the name written on the cup/printed on a label?

  • Service at the POS: Is the partner personalising each customer's experience by getting to know them and responding to their needs (Observe 5 transactions)

  • Customer Flow

    Customer Flow.png
  • Summer 2 DOB

    DOB.png
  • !! Handoff Experience !! Is the barista connecting with customers at handoff (inc. MO&P transactions)? Does barista thank customer when handing off beverage

  • Speed of Service: Does time from queuing to receiving the beverage feel reasonable? Are there any obvious delays in service?

  • Partner Presentation: Do partners appear clean and well presented (including name tag, clean apron, dress code, personal hygiene)?

  • Working together: Are partners displaying a positive attitude and effective team work whilst on shift

Quality Product

  • Espresso Quality: Are espresso shots calibrated and served correctly to ensure high quality beverages?

  • Beverage Quality: Are beverages made to recipe and finished to standard? (Order 2 beverages to check) BEV 1:

  • Beverage Quality: Are beverages made to recipe and finished to standard? (Order 2 beverages to check) BEV 2:

  • Delivery Recipes: Are delivery orders being prepared to standard using delivery recipes?

  • Brewed Coffee Shelf Life: Is brewed coffee available to order and within the 60 minute shelf-life?

  • Warmed Food Quality: Is food being warmed (where applicable) and served to standard?

  • Delivery Packaging: Are delivery orders being consolidated, using correct delivery packaging?

  • MO&P Sequencing: Are Mobile Order and Pay (MO&P) orders sequenced and consolidated correctly for customer collection?

Leadership & Problem Solving

  • Shift Leader Evident: Is the shift leader evident and deployed in a supporting role (customer support/order support)?

  • Plays/Deployment Plan available: The store has a deployment plan in place for partners to effectively work together?

  • Flexing the Play: Is the Supervisor observing customer movement and flexing the play to meet customer demand across the store?

  • Making every moment right: Are the partners solving customer issues in the moment and resolving appropriately?

  • Daily Plan: Does teh store have a Daily Plan in place to achieve established goals? Using the shift planner or equivalent?

  • Barista Trainer: Is there at least one signed off Barista Trainer in store?

  • Staffing Levels: Do staffing levels and the current play allow partners to meet customer demand comfortably? Are scheduling resources completed to market guidelines?

Store Environment

  • DT Lane Cleanliness: Is the Drive Thru lane and carpark area clean and tidy?

  • Exterior and Entrance: Is the entrance and exterior of the store, welcoming, clean and tidy?

  • A-Boards

    Aboard.png
  • Store Ambiance (Music/Temp): Does the cafe have an inviting atmosphere (including appropriate temperature, music level and lighting level)?

  • Store Condition: Customer area and furnishings are in good repair so customers can enjoy their visit?

  • Store Cleanliness: Is the cafe being bussed periodically and are partners connecting with customers throughout the cafe?

  • Toilet Cleanliness: Are customer toilets clean and tidy?

  • Cleaning Plan: Is a cleaning plan for the day and week in place and being completed?

  • BoH Organisation: Is the back of house area organised, clean and tidy?

Campaign & Product Merchandising

  • DT POS Food Availability: Food items on the Drive Thru menu board are available throughout all day parts?

  • Food Visual Merchandising: Is the impulse area clean, all items priced and full availability on offer?

  • Merchandise: Is the Merchandise clean, fully priced and displayed as per the Siren's Eye? Is the correct product available for the store type?

  • Merch

    MerchDisplay2.png
  • Merch

    MerchDisplay1.png
  • Food Range: Is the range of chilled and fresh food displayed as per the Siren's Eye and availability is appropriate to the day part. Are all displays appealing, with all products priced?

  • Pastry Case

    Pastry Case AM.png
  • Food Availability: Are top selling items available in quantities suitable to maximise sales and seize opportunities?

  • MO&P Availability: Are all items advertised on MO&P available to order in store?

  • Delivery Food Availability: Are all items advertised on Starbucks Delivers available to order in store?

  • Product Campaign Knowledge: Are partners knowledgeable about the current campaign focus?

  • LTOs

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