World Duty Free (EDI CusServ)

• Please use the outlet name as the "audit title"

• Audit Title

• Conducted on

  Date

• Prepared by

Presentation

• A1) Was the intial impression of the outlet welcoming?

  Yes

  No

  N/A

• A2) Was the entrance clean and tidy with clean floor and no litter or rubbish?

  Yes

  No

  N/A

• A4) Were the displays clean and inviting?

  Yes

  No

  N/A

• A5) Were all staff wearing name badges?

  Yes

  No

  N/A

• A6) Were staff dressed so that they were clearly recognisable as members of staff?

  Yes

  No

  N/A

Quality of Service

• B7) How would rate the quality of product knowledge during this visit?

  Very Bad

  Poor

  Acceptable

  Good

  Very Good

• B1) Were you/customers being served in a friendly manner?

  Yes

  No

  N/A

• B2) Were staff concentrating on customers needs rather than each other?

  Yes

  No

  N/A

• B3) Were you acknowledged within an acceptable time-scale?

  Yes

  No

  N/A

• B4) Did the advisor spend time to assure your needs/wants were met?

  Yes

  No

  N/A

• B5) Did you feel welcomed on entry to the store?

  Yes

  No

  N/A

• B6) How would you rate the quality of customer service during this visit?

  Very Bad

  Poor

  Acceptable

  Good

  Very Good

• B6.1) Why did you give this rating? (N/S)

Speed of Service

• C5) Did the staff member offer more opportunities to buy at the till?

  Yes

  No

  N/A

• C6) Did the staff member give you/customer a parting sentiment? (enjoy your flight etc?)

  Yes

  No

  N/A

• C1) Did it take less than 1 minute in the queue?

  Yes

  No

  N/A

• C2) Did the staff member serving you welcome you up to till?

  Yes

  No

  N/A

• C3) Once at the till, did it take an adequate time-scale to pay?

  Yes

  No

  N/A

• C4) How would you rate the speed of service?

  Very Bad

  Poor

  Acceptable

  Good

  Very Good

• C4.1) Why did you give this rating? (N/S)

Product

• D1) Was the product you wanted available?

  Yes

  No

  N/A

• D1.1) What product did you originally want? (N/S)

• D1.2) Was there a suitable alternative available?

  Yes

  No

  N/A

• D1.2.1) What alternative product was available? (N/S)

• D2) Did everything meet your expectations?

  Yes

  No

  N/A

• D3) Were you satisfied with the amount of choice available?

  Yes

  No

  N/A

• D4) Were you offered any additional services? (Shop/Collect, Gift-Wrapping)

  Yes

  No

  N/A

Comments

• E1) Type of Survey (N/S)

  Pax Observation

  Mystery Shop

  Pax Interview

• E1.1) Picture of Reciept (N/S)

  Media

• E2) The name of the person who served you? (N/S)

• E3) Any other comments or observations? (N/S)