SWL customer audit

• Conducted on

  Date

• Store Name and Number

• Region

• Store Manager

• Regional Manager

• Date and Time

  Date

Overview

• General Overview of Observations and Findings

• Store manager

  Sign

• Regional manager

  Sign

• General score for the store RAG

  Red

  Amber

  Green

Customer

• Has the Queue Management system been setup? Take picture of podium

  Yes

  No

• Have NPS and Mystery Boards been set up and are recent scores and comments displayed?

  Yes

  No

• Has the nps customer advocacy board been set up? What are the key learns from the calls that have been made?

  Yes

  No

  N/A

• Latest nps result

  Safe

  At Risk

  N/A

• What's the latest mystery shop score? Who was it?

  Yes

  No

  N/A

• Team able to talk through Customer Journey and deliver a Brilliant Set Up?

  Yes

  No

• Demonstration observed and are demo handsets charged and ready to be used?

  Yes

  No

• Are teams able to effectively demo ee tv?

  Yes

  No

  N/A

• Is anyone demoing eetv right now?

  Yes

  No

  N/A

• Is the concierge discussing service as part of the intro?

  Yes

  No

  N/A

• How is the nps survey being discussed with the customer. Feedback on any observations

  Yes

  No

  N/A

• Are staff aware of service score?

  Yes

  No

  N/A

• Are customers being walked to the door?

  Yes

  No

  N/A

• Are team members actively booking appointments for customers that are not able to transact today

  Yes

  No

  N/A

• Overview - Customer

• Required Actions - Customer

Action

• Yes

  No

  N/A