William Hill - Our Atmosphere

• LBO

• Conducted on

  Date

• Visit completed by

• Colleagues working at the time of the visit

Retail Standards - Visual Excellence

External Standards

• Does the shop look welcoming? - Shop front, front door and doorway should all be clean, free from weeds, cigarette ends, rubbish and graffiti.

  Yes

  No

  N/A

• Are windows, window beds and stallrisers clean - with the correct window marketing in place (posters displayed neatly and free from rips?)

  Yes

  No

  N/A

• Door sign displayed well and with correct open / close times?

  Yes

  No

  N/A

• Please include a photo of the shop front as it was when you arrived today

  Media

• Please rate the overall standards and presentation of the LBO - 0 very poor and 10 being a shining example of how our shops should look. When scoring this, put yourself in the customer's shoes and ask what they would expect from us - Overall shop cleanliness / colleagues well presented wearing their lanyards / toilets clean and fresh / dispensers filled / correct coupons on display / papers well laid out and displayed well / marketing, correct well displayed and in top condition / Gaming and WH+ terminals clean / no cables showing from behind and in full working order.

• Based on the score - what looks great in the shop and what do the team need to work on to get to an overall 10? (Add a couple of pictures t show what you mean).

  Media

• Are TV's in full working order with any issues reported to helpdesk - i.e. flickering / brightness / showing the right content

  Yes

  No

  N/A

• Is the audio loud enough? Commentary at the right level adds to the theatre of a betting shop, creating excitement and interest leading up to and during races?

  Yes

  No

  N/A

• Were colleagues adding to the atmosphere by talking to their customers about betting opportunities on the shop floor during your visit?

  Yes

  No

  N/A

• Throughout your visit today - how many times did you hear a colleague offer a TGO / HGO or other betting opportunity

• Can colleagues present today confidently explain the sign up process for WH+ on both SSBTs and GMs?

  Yes

  No

  N/A

• On the WH+ terminals, can colleagues confidently navigate menus quickly, being able to explain the following - timeform, insurabet, how to place a L15, #yourodds and cash out.

  Yes

  No

  N/A

• Using the 0-10 NPS scale - how would you rate the atmosphere created by team members today? Please use the notes to say why you have given this score and what you feel could have been better.