Sussex and Surrey Store Visit

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Store Visit Preparation Documents:

• Print Visual Merchandising Guide

• Print RM Bi-Annual Health and Safety Checklist

• Print previous 3 months EE House Training Logs.

• Print future 3 Months Rota's.

Store Manager Development:

• Review store manager PDP & actions/support completed and or needed?

  Yes

  No

  N/A

People

• Have all BEST reviews been completed by 7th? (Review a minimum sample of 2)

  Yes

  No

  N/A

• Can staff members advise me of their BEST objectives?

  Yes

  No

  N/A

• Have BEST nominations been made? (log in)

  Yes

  No

  N/A

• Who are our top performers? And what are their succession plans? (Documented?)

  Yes

  No

  N/A

• Are Performance plans in place to help people improve? (Review performance trackers - 2 months under performance on 2 KPI's/1 Rating on H2 review - performance plan implemented)

  Yes

  No

  N/A

• New starters? (names/contact details/probationary reviews)

  Yes

  No

  N/A

• EE House: Training up to date?

  Yes

  No

  N/A

• Are the team aware of the RLT?

  Yes

  No

  N/A

• When was the last team meeting held? Dates planned in for the next 3 months?

  Yes

  No

  N/A

Customer:

• NPS Score above 75%?

  Yes

  No

  N/A

• Review Mystery Shop Scores - above 75%?

  Yes

  No

  N/A

• Do the team understand and use the EE Way customer framework? Have all team members attended?

  Yes

  No

  N/A

• Are customers contracts fully completed inline with Ofcom requirements? (Review 2 days)

  Yes

  No

  N/A

• Are the latest demo handsets/tablets signed out and being used?

  Yes

  No

  N/A

• Is the software update laptop working and can a member of the team demonstrate how to use it?

  Yes

  No

  N/A

• Log in to the repair portal and check completion rates, are there any outstanding?

  Yes

  No

  N/A

• Are welcome wallets in stock and being used?

  Yes

  No

  N/A

Compliance:

• Does each staff member have a demo sim assigned, with pin protection?<br>

  Yes

  No

  N/A

• Are PI counts being complete by Weds each week, exceptions corrected within 24hours & reviewed by the store manager?

  Yes

  No

  N/A

• Is the stores Forced Churn Folder completed and up to date?

  Yes

  No

  N/A

• Has the latest compliance declaration been completed, with actions followed up?

  Yes

  No

  N/A

• Are there any outstanding maintenance or facilities issues?

  Yes

  No

  N/A

Performance

• Have teams read the regional brief & know the focuses?

  Yes

  No

  N/A

• Are current Volume Measures on track?

  Yes

  No

  N/A

• Is Clone Phone above 30%?

  Yes

  No

  N/A

• Is the Accessory Strike Rate above 50%?

  Yes

  No

  N/A

• Are conversion targets on track? (11.5% Total, 2.5% PAYM)

  Yes

  No

  N/A

• Did the store achieve PAYM/UPG/FBB/MBB/PAY/SME/CARE/ACC last month?

  Yes

  No

  N/A

• Is the store merchandised in line with the latest VM guide?

  Yes

  No

  N/A

• Are teams following the correct proofs/sales policies? (Review 2 days paperwork)

  Yes

  No

  N/A

• Have EE format ethical selling/data protection/Internet policies been signed off & filed in HR file?

  Yes

  No

  N/A

• Are H&S compliance actions being completed in store? (Check documentation)

  Yes

  No

  N/A

• Notes: