Some call it customer service, others call it guest experience. No matter what, understanding the end-to-end experience that you are giving customers is key to keeping them coming back again and again. But, when was the last time you reviewed your service audit? We researched over a dozen audits, and found some of the most relevant questions in them to effectively manage service. Please note that these audits come from an array of businesses, including restaurant, both table service and QSR, salon and education. This is part of a larger series including questions on Marketing, Food Safety and Food Quality.
- Hours of operation current and posted.
- The store atmosphere – energy is positive.
- Staff is engaged in “guest first” culture.
- Employee teamwork, positive attitude and high morale apparent.
- Proper staffing levels to handle current sales volume.
- Manager present and on the dining room floor and conducts table visits.
- Manager conducting shift huddles every shift.
- Manager visibly leading shift and coaching team through peak periods.
- Music style playing in keeping with brand standards.
- Sound quality good and all speakers are working.
- Temperature is appropriate for the time of year.
- Additional information available on nutrition and allergies – take picture.
- Was there a sense of urgency while making products?
- Dine-in food order – record time off of timer.
- Dine-in coffee order – record time off of timer.
- Drive-through food order – record time off of timer.
- Drive-through coffee order – record time off of timer.
- How long does it take to make a smoothie – record time off of timer.
- Each crew member wearing an approved uniformed shirt and it is clean and crisp – provide picture.
- Each crew member wearing pants or shorts, consistent with uniform policy.
- Each crew member wearing an approved hat or visor.
- Each crew member wearing an approved apron which is crisp and presentable.
- Focused service on the guest in front of crew member.
- Genuinely interested in customer and natural.
- Knowledge of ingredients and able to suggest toppings.
- More than two plates are delivered on trays.
- All drinks are delivered using a tray.
- Teachers are applying lesson standards according to the curriculum for the appropriate level.
- Teachers are giving proper assistance for students including on the spot corrections.
- Lesson equipment in good condition.
- Teachers are rotating at correct times during lessons.
- Reception team properly handing the guest off to the stylist with an introduction.
- Reception is checking notes in the CRM regarding the guest’s previous experience.
- There are no magazines older than two months and no newspapers older than one day.
- All tablets are clean, charged, functioning and have cool apps installed.
- Refills are offered on the dining room floor.
- Customer asked if they have a rewards program card or app.
- Process stamp card or introduce new guests to the loyalty program.
- Upselling opportunities are consistently observed; friendly in nature to assist building in store sales.
- Utilize suggestive selling and talking points at POS.
- Sampling program implemented.
- Customer informed of upcoming promotions.
- Customer feedback management in place.
- Has more than 20 guest experience reviews.
- Store resolves complaints within 48 hours.
- Store has an over 70 NPS score in the last 30 days.
- Feedback is actively being used to adjust and improve the guest experience.
- Guests are thanked upon leaving the counter or exiting the building.
- Team members using the guest’s name during check-out process.
- Thoughtful closing: close the transaction in a friendly manner.
- Any notes that might make the guest’s next visit better is getting added to the CRM.
Question for You
Now that you have looked at the questions from our research, we have a question for you. Are you integrating timers, pictures and forced tasks into your audits? You can do this using the Field Audit app with FranchiseBlast. With a 30-day free trial, it is simple to see what our audits can do for you.