Tesco Homeplus - Customer Viewpoint

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Lead Question

• Overall customer service & helpfulness

  Excellent

  Good

  Reasonable

  Poor

  Very Poor

Staff Are Great

• Able to find staff if needed help

  Yes

  No

  N/A

• Helpfulness Of Staff

  Very Helpfull

  Helpfull

  Okay

  Poor

  Very Poor

• Staff made me feel welcome

  Very Welcome

  Welcome

  Okay

  Unwelcome

  Very Unwelcome

• Checkout operator thanked you for waiting

  Yes

  No

  N/A

• Checkout staff greeted you

  Yes

  No

  N/A

• Checkout staff chatted to you

  Yes

  No

  N/A

• Checkout staff offered to help you pack

  Yes

  No

  N/A

• Checkout staff didn't talk to each other

  Yes

  No

  N/A

• Staff helpful on self-service/self-scan checkouts

  Yes

  No

  N/A

• Staff were available on self-service/self scan checkouts

  Yes

  No

  N/A

I DON'T QUEUE

• Length of wait at checkout (all checkout types)

  Very Good

  Good

  Okay

  Poor

  Very Poor

I CAN GET WHAT I WANT

• Overall satisfaction with availability

  Very satisfied

  Satisfied

  Okay

  Unsatisfied

  Very unsatisfied

• Overall satisfaction with availability in clothing

  Very satisfied

  Satisfied

  Okay

  Unsatisfied

  Very unsatisfied

• Overall satisfaction with availability of special offers

  Very satisfied

  Satisfied

  Okay

  Unsatisfied

  Very unsatisfied

SHOPPING IS EASY AND ENJOYABLE

• I could get in and around easily

  Agree strongly

  Agree

  Not sure

  Disagree

  Disagree Strongly

• Cleanliness of the store

  Very clean & tidy

  Clean & tidy

  Okay

  Dirty

  Very Dirty

ELECTRICAL DEPARTMENT

• Helpfulness of staff in electrical department

  Very Helpfull

  Helpfull

  Okay

  Poor

  Very Poor