Overview and sign off
General Overview of Observations and Findings
General score for the store RAG
Has the Queue Management system been setup? Take picture of podium
Have NPS and Mystery Boards been set up and are recent scores and comments displayed?
Has the nps customer advocacy board been set up? What are the key learns from the calls that have been made?
Latest nps result
What's the latest mystery shop score? Who was it?
Team able to talk through Customer Journey and deliver a Brilliant Set Up?
Demonstration observed and are demo handsets charged and ready to be used?
Are teams able to effectively demo ee tv?
Is anyone demoing eetv right now?
Is the concierge discussing service as part of the intro?
How is the nps survey being discussed with the customer. Feedback on any observations
Are staff aware of service score?
Are customers being walked to the door?
Are team members actively booking appointments for customers that are not able to transact today
Overview - Customer
Required Actions - Customer