IGA Operational Appraisal Unrevealed Assessment Monday Saturday 9:00AM-7:00PM Sunday 9:00AM-5:00PM

Size: px

Start display at page:

Download "IGA Operational Appraisal Unrevealed Assessment Monday Saturday 9:00AM-7:00PM Sunday 9:00AM-5:00PM"

Kristian Ford
6 years ago
Views:

IGA Operational Appraisal Unrevealed Assessment Monday Saturday 9:00AM-7:00PM Sunday 9:00AM-5:00PM PROGRAM OBJECTIVE: Perform an Operational Appraisal audit in all IGA Stores (the specific outlet

1 IGA Operational Appraisal Unrevealed Assessment Monday Saturday 9:00AM-7:00PM Sunday 9:00AM-5:00PM PROGRAM OBJECTIVE: Perform an Operational Appraisal audit in all IGA Stores (the specific outlet name is listed on your printable form), collecting specific store and employee-related data. This manual will explain in detail, each piece of data you should collect. Remain anonymous at all times. If a store manager or employee identifies you as a field agent, you will no longer be able to perform appraisals for IGA locations. Follow all field agent guidelines for every operational appraisal that you perform. You will not be permitted to perform appraisals for IGA if you fail to follow these guidelines. Helpful Hint: When you complete a grocery shop, bring a shopping list with you. Use it as a cheat sheet were you can record names, descriptions and any other details. Remember to be discreet! At home, prior to the appraisal: Read and understand the instructions below and complete the quiz. Print out these instructions to have in your car to re-review before shopping. Read each question below and review the photo examples for specific details. Print the evaluation form(s) for each location. Get the cash you need. For each appraisal, you will need to purchase a minimum of $8.00 in groceries (you will be reimbursed for $8.00). Preparing for the appraisal: Check your location(s) on a map to ensure you know where you re going. Sometimes there is more than one location on a single street, so PLEASE DOUBLE CHECK. The name of the location you will be visiting is displayed on your printable form. Have a pen. For each appraisal(s), gather: - Cash for your grocery purchase - This manual - The printable evaluation form - Have a stop watch or a other watch with a second hand Make sure that you shop only in the required timeframe. Day and Time Requirement: Two Options: 1. Monday Saturday between 9:00am 7:00pm 2. Sunday between 9:00am 5:00pm *If shopping on SUNDAY, please call the store! Some locations are closed on Sundays!!!

2 Our Expectations: All data MUST be input within 12 hours or before midnight, whichever is earlier. You must return to your website and check for and respond to quality control issues within hours and periodically check throughout the day after completing/submitting your evaluation. Execution: Please see specific questions and photo examples on the upcoming pages (beginning on Page 3) Pull into the parking lot and park. Double-check the address on your printable evaluation form to ensure you are at the correct location. Leave your evaluation form in your car or your purse/bag. THIS IS AN UNREVEALED APPRAISAL. Grab a shopping cart before entering the store. You must use a shopping cart, NOT a handheld basket. Evaluate the Parking Lot and Exterior of the building, including trash receptacles. Evaluate the Lobby and Front area as you approach the location. Proceed to each department to evaluate each related question: Approach or walk by an employee and observe if you receive a friendly verbal greeting. Visit the Produce, Meat, Deli, and Bakery departments. Evaluate if the products are fresh. Examine items in the Baby Food/Formula, Lunch Meat, Bagged Salad, and Bagged Cheese sections and look at the code dates to ensure that there are no dates that are prior to the day you are completing the appraisal (expired). Visit the restroom and evaluate cleanliness. Select your purchases and proceed to check-out. During checkout, observe if the item on the bottom of your cart was noticed by an associate. Also, observe if feedback business cards are handed out or if comment cards are available. Check your receipt to see if to see if the receipt tape has the website link ( Make sure that you get an itemized transaction receipt for verification and payment! Get in your car and completely fill out your printed evaluation form immediately. Purchase Requirements: Assigned grocery purchase requirement: Purchase a minimum of 3 items. You will be reimbursed for $8.00 in purchases, but feel free to purchase any other items during your visit. One of the three items you MUST purchase is a LARGE ITEM: A large item can be any of the following items: Water, 12 pack soda, diapers, 12 pack or larger pack of toilet paper or paper towels, dog or cat food, a bag of ice, charcoal, or any large item that would be stored on the bottom shelf. Bottom of basket Place a large item on the lower section of the shopping cart, under the main basket and leave it for the clerk or bagger to identify during the checkout process. You must use a shopping cart at every shop, NOT a handheld basket. At the time of checkout, was the item on the bottom of the cart observed by the associate? This can include: cashier, bagger, manager, or any other associate. The associate must check the bottom of the cart BEFORE the cashier announces to you what the total is. If the cashier tells you the total amount for your groceries and NO ONE has checked the bottom of your shopping cart, only THEN should you bring it to the cashier s attention that there is still an item in the cart. DO NOT walk out of the store with unpaid items on the bottom of your shopping cart.

UNREVEALED QUESTIONS: 1. Was the parking lot clean, free of debris and the majority of carts were corralled?

Were the MAJORITY of the carts corralled in designated cart areas, or were the MAJORITY of the carts left in the middle of the parking

NOTE: Please take weather into consideration! Do not choose No for weather-related issues.

Were the trash receptacles clean at the FRONT of the store?

Were they clean, or were they dirty, overflowing, or swarming with flies and/or bugs?

were overflowing: No, the trash receptacles were swarming with flies and/or bugs: N/A, there were no trash receptacles at the front of

3 UNREVEALED QUESTIONS: 1. Was the parking lot clean, free of debris and the majority of carts were corralled? POINTS (2) Examine the store parking lot. Overall, was it clean and free of excessive debris? Were the MAJORITY of the carts corralled in designated cart areas, or were the MAJORITY of the carts left in the middle of the parking lot by previous customers? Do not mark No if the parking lot was clean overall, even if there are a few minor issues. NOTE: Please take weather into consideration! Do not choose No for weather-related issues. No, the parking lot was not clean: No, there were excessive debris: No, the majority of the carts were not corralled: 2. Were the trash receptacles clean at the FRONT of the store? POINTS (1) At the FRONT of the store, examine the trash receptacles if available. Were they clean, or were they dirty, overflowing, or swarming with flies and/or bugs?, the trash receptacles were clean at the front of the store No, the trash receptacles were excessively dirty: No, the trash receptacles were overflowing: No, the trash receptacles were swarming with flies and/or bugs: N/A, there were no trash receptacles at the front of the store 3. Is the store entrance area (lobby) clean and inviting, organized and well lit? POINTS (2) As you enter the store, observe the lobby entrance and overall appearance. If the general entry area is clean, inviting, organized and well lit, choose Yes. If not, please describe. NOTE: Please take weather into consideration! Do not choose No for weatherrelated issues like snow or leaves in the entrance., the general entry area was clean No, these area(s) were not clean:

4. Was a shopping cart or basket available to you as you approached/entered the store? POINTS (1) Examine the interior AND exterior of the store entrance to locate the carts.

when you approached or entered the store, or if you have to look around the parking lot or ask for a cart to get one. No, explain: 5. Was your cart clean, rust-free, and in good repair (e.g. wheels)?

Carts should be free from excessive debris & trash, handles should not be sticky, and the cart should be rust-free and in good repair.

No, my cart was excessively dirty or sticky: No, my cart was excessively rusty: No, my cart was not in good repair and was difficult to maneuver: 6.

4 4. Was a shopping cart or basket available to you as you approached/entered the store? POINTS (1) Examine the interior AND exterior of the store entrance to locate the carts. NOTE: You MUST obtain a shopping cart during your visit to place a large item at the bottom of your basket, but this question is evaluating if you were able to easily locate a shopping cart or basket when you approached or entered the store, or if you have to look around the parking lot or ask for a cart to get one. No, explain: 5. Was your cart clean, rust-free, and in good repair (e.g. wheels)? POINTS (2) Was YOUR shopping cart clean and in good repair? Evaluate the overall condition of your shopping cart. Carts should be free from excessive debris & trash, handles should not be sticky, and the cart should be rust-free and in good repair. If the wheels are damaged and you cannot maneuver your cart well, choose No. No, my cart was excessively dirty or sticky: No, my cart was excessively rusty: No, my cart was not in good repair and was difficult to maneuver: 6. Was the Hometown KidsFest marketing event DECAL in place on the glass on the front door or next to the front door of the store? POINTS (3) As you approach the entrance, LOOK CAREFULLY at the glass on the front door and windows to see if the KIDSFEST 8.5 x 11 DECAL is displayed (see photo below). If you don t see the decal on or near the front door or windows while entering the store, look again when you leave to double-check!!, describe where it was located: No, I looked everywhere on and near the front door and the decal was not displayed.

5 7. Did the PRODUCE department appear to be reasonably stocked and attractively organized with fresh merchandise? POINTS (4) Evaluate the products in the Produce department. The produce should not have flies, rotten fruits or vegetables, or wilted items. The produce should also be reasonably stocked and attractively organized with fresh merchandise. No, please explain: N/A, this store does not have a produce department 8. Did the MEAT department appear to be reasonably stocked and attractively organized with fresh merchandise? POINTS (4) Evaluate the products in the Meat (fresh meat, not frozen) department. The meat department should not have expired meat or a strong unpleasant odor. The meat should also be reasonably stocked and attractively organized with fresh merchandise. No, please explain: N/A, this store does not have a fresh meat department 9. Did the DELI department appear to be reasonably stocked and attractively organized with fresh merchandise? POINTS (4) Evaluate the products in the Deli department. The deli products (e.g. salad, hot cases, etc.) should not appear dried out or old. The deli products should also be reasonably stocked and attractively organized with fresh merchandise. No, please explain: N/A, this store does not have a deli department 10. Did the BAKERY department appear to be reasonably stocked and attractively organized with fresh merchandise? POINTS (4) Evaluate the products in the Bakery department. The bakery products should not be expired or appear dried out or old. The bakery products should also be reasonably stocked and attractively organized with fresh merchandise. No, please explain: N/A, this store does not have a bakery department 11. Were there any expired code dates on baby food/formula, lunch meat, bagged salad, or bagged cheese? POINTS (4) Take a look at 2-3 items in EACH of the following sections to look for expired code dates: Baby Food/Formula, Lunch Meat, Bagged Salad, and Bagged Cheese. Check the code dates for a few items in each of these sections to ensure that there are no expired dates that are older than the date you are completing the appraisal. NOTE: If one or more code dates are expired, choose Yes and clearly explain WHAT item was expired and specify the EXPIRED DATE. Also, please choose Yes if you find ANY expired food items in the store while shopping, even if not in these 4 sections. No, there were no expired code dates Yes, there were expired code dates on the following item(s): [Indicate expired date] 12. Based on your overall shopping experience given the type of store you visited (supermarket, superette, express), check each of the following regarding grocery merchandise (EXCLUDING produce, meat, dairy, deli, bakery, frozen food) that applies to describe this store: POINTS (8 PTS TOTAL) NOTE: Due to the subjective nature of these questions, please be sensitive with your comments and refrain from comments that may be perceived as insulting or offensive.

Based on your overall shopping experience given the type of store you visited (supermarket, superette, express), check each of the following that applies to describe this store: POINTS (8 PTS TOTAL)

6 a) ASSORTMENT: Could you generally find what you were look for? (2 PTS) b) QUANTITY: Was the store generally full and well-stocked in most areas? (2 PTS) c) PRESENTATION: Was the store generally presented in a neat and organized manner; free of dust? (2 PTS) d) QUALITY: Were there generally no faded labels and damaged packages? (2 PTS) 13. Based on your overall shopping experience given the type of store you visited (supermarket, superette, express), check each of the following that applies to describe this store: POINTS (8 PTS TOTAL) NOTE: Due to the subjective nature of these questions, please be sensitive with your comments and refrain from comments that may be perceived as insulting or offensive. a) AISLE SIGNS: Were they easy to read and helpful to locate products? (2 PTS) b) NAVIGATION: was the store easy to navigate, with uncluttered aisles? (2 PTS) c) SHELVING, FIXTURES, AND EQUIPMENT: Were they free of excessive dust and grime? (2 PTS) d) IMAGE AND DECOR: Did the store appear well-maintained with a current décor? (2 PTS) 14. Are all lights in good working order? POINTS (2) Examine the lighting. All lights should be in good working order. If multiple lights were turned off or flickering in a distracting way, provide details., all lighting fixtures were in good working order No, multiple lights were turned off in a distracting way: No, some lights were flickering: 15. Was the store floor clean and well-maintained (spills mopped, corners free of dust and debris)? POINTS (2) Examine the floor carefully. The floors are clean if they are free from excessive debris, and generally well-maintained. If there are spills that appear to have been left unattended FOR A WHILE, choose No. Do not deduct for recent spills that the staff has not yet been able to clean. Check the corners to see if they re free of excessive dust and debris. NOTE: Please take weather into consideration! Do not choose No for weather-related issues like snow or leaves in the entrance., the floor was clean and well-maintained No, spills had not been mopped yet and looked like they had been sitting for a while unattended: No, there was excessive dust or debris in the corners: 16. Were the order/price tags on the shelf edge clean and organized? POINTS (1) Browse the store to evaluate the Order/Price Tags. The order/price tags should be visible. Clean and organized. No, explain:

17. Were you able to locate the public restroom without asking an employee? (0 PTS) Look around the store to see if there is a public restroom visibly available for customers.

7 17. Were you able to locate the public restroom without asking an employee? (0 PTS) Look around the store to see if there is a public restroom visibly available for customers. If you can t find any indication that a public restroom is available, choose No, but you will still need to ASK TO USE IT! No, I couldn t find the restroom and had to ask 18. Was the restroom clean? POINTS (3) You MUST visit the restroom during your visit. If you can t find it, ask any employee where it s located. If the restroom had fewer than 6 pieces of small debris, was well stocked, and had a pleasant odor, answer Yes. If there was excessive debris, dried spills, cracked mirrors, the bathroom was not supplied with toilet paper, tissues or had an unpleasant odor, check all NO responses that apply and describe in detail., the restroom was clean, well stocked, and had a pleasant odor No, there were excessive debris on the floor: No, the restroom was not supplied with toilet paper and/or tissues: No, the restroom had an unpleasant odor: No, the restroom had dried spills and/or cracked mirrors: No, the restroom trash receptacle was dirty or overflowing: N/A, I asked to use the restroom, but the employee REFUSED to let me and said it's not for customers: 19. Were you able to identify the majority of the IGA employees by uniform? POINTS. (2) Observe the employees on duty and check to see if the majority are wearing proper IGA attire. The uniform may be a polo shirt, t-shirt, apron, or any other appropriate attire. If you can identify the majority of the associates as IGA employees by their uniform, choose Yes. Yes, I was able to identify the majority of the IGA employees by uniform No, the majority of the employees were not wearing uniforms, but I could still distinguish the employees from the customers. No, no one was wearing a uniform and I was unable to distinguish the employees from the customers. The photo on the right is an example of proper IGA attire, but the uniforms may look different (e.g. red shirts, white shirts, black pants, aprons, etc.) as long as you can identify the associates as IGA employees. 20. If you approached or walked by an employee during your visit, did you receive a friendly verbal greeting? POINTS (2) During your visit, browse the store and attempt to approach or walk by an employee on the floor. As you approach or walk by the employee, observe if you receive a friendly verbal greeting. If you do not walk by an employee during your visit or if you do but they re busy helping other customers or engaged in work-related activities, answer N/A., I received a friendly verbal greeting No, I did not receive a friendly verbal greeting:. N/A, there were no employees on the floor to walk by during my visit N/A, all employees were busy helping other customers or engaged in work-related activities and could not acknowledge me 21. During your checkout experience, did you receive a friendly verbal greeting? POINTS (3) Throughout your checkout experience, listen carefully to hear if you receive a friendly verbal greeting. You may be greeted by your cashier, your bagger, or both. Refrain from initially speaking to the cashier and bagger so that he/she has a chance to greet you first. No, explain:

8 22. Was your cashier wearing a visible name badge? POINTS (2) During Checkout, observe your cashier and check to see if he/she is wearing a name badge. Do not evaluate your bagger or any other store employee, only evaluate YOUR cashier. NOTE: If your cashier s name is embroidered or sewn on their uniform, choose Yes! No: 23. Please list the cashier who helped you when you checked out: NOTE: Don t forget to obtain the name of your cashier! If your cashier is not wearing a visible name badge, you ll need to provide a detailed description, including gender, approximate age, hair color/style/length. 23b. Please list the bagger who helped you when you checked out: NOTE: Don t forget to obtain the name of your bagger! If your bagger is not wearing a visible name badge, you ll need to provide a detailed description, including gender, approximate age, hair color/style/length. If you were not assisted by a bagger at any time during checkout, write N/A. 24. Was the large item under your cart checked (prior to the purchase total being stated)? POINTS (2) The associate must check the bottom of the cart BEFORE the cashier announces to you what the total is. If the cashier tells you the total amount for your groceries and NO ONE has checked the bottom of your shopping cart, only THEN should you bring it to the cashier s attention that there is still an item in the cart. DO NOT walk out of the store with unpaid items on the bottom of your shopping cart. - The large item was noticed PRIOR to the purchase total being stated. No - The large item was NOT noticed BY ANYONE and I had to bring it to the cashier's attention AFTER the purchase total was stated. Describe: N/A, my cart didn t have a bottom (or this store does not use shopping carts) 25. Before leaving did you receive a friendly closing remark or thank you? POINTS (3) Examples of acceptable closing remarks include Thank you or Have a great day! Choose Yes if you receive a friendly closing remark from ANY employee before you leave. No explain: 26. Did the checkout staff engage in any behavior that was INAPPROPRIATE or distracted from your experience? POINTS (3) Examples include: Talking excessively on a cell phone, engaged in personal conversation/gossip with a co-worker, swearing, eating/drinking/smoking, etc. No, talking on their cell phone during my checkout:, swearing or using vulgar language:, engaged in personal conversation/gossip with another co-worker, eating/drinking/smoking while on duty during checkout:, other: 27. Overall, from the time I stepped into line until the time my checkout was completed, my total transaction time was:? POINTS (3 POSSIBLE) FROM THE TIME YOU STEPPED INTO LINE UNTIL THE TIME YOUR CHECKOUT WAS COMPLETED, how many minutes passed? Use your stopwatch or timer to record the actual minutes & seconds. Short (<5 minutes), enter time (min / sec): POINTS (3) Average (6-9 minutes), enter time (min / sec): POINTS (2)

Long (9+ minutes), enter time (min / sec): POINTS (0) Over 6 minutes, but the store employees were meeting the customers needs and were working diligently to ensure transactions were completed in a

If either include the website link (www.igastore-feedback.com), choose YES! After you leave the store, carefully CHECK YOUR RECEIPT to see if the receipt tape has the website link (www.

9 Long (9+ minutes), enter time (min / sec): POINTS (0) Over 6 minutes, but the store employees were meeting the customers needs and were working diligently to ensure transactions were completed in a timely manner. Enter time (min / sec): POINTS (3) 28. Is "IGA" printed ANYWHERE your receipt? POINTS (2) Check your ENTIRE receipt carefully to see if the IGA name or logo is printed anywhere! It may be a big logo on top, or it may be part of the store s name (e.g. Henderson s IGA). See example on the right: No 29. Did the store have business cards, comment cards, or info on the receipt tape to prompt customers to visit POINTS (3) During Checkout, discreetly look to see if business cards or comment cards are available for customer feedback. If either include the website link ( choose YES! After you leave the store, carefully CHECK YOUR RECEIPT to see if the receipt tape has the website link ( The website link will likely be located at the bottom of your receipt, but check carefully to see if it s listed at the top or anywhere else on the receipt. If your receipt has the website link printed ( choose YES! Yes, the receipt tape had the feedback website link Yes, business cards with the feedback website link were available Yes, comment cards with the feedback website link were available No, there were no business cards, comment cards, or info on the receipt tape to prompt customers to go to Business Card example: 30. During your visit, did any employee stand out and provide you with exceptional service? POINTS (0) If any employee stood out to you during your visit and provided you with what you felt to be exceptional service, choose Yes and list the employee s name and/or description., who? (Indicate the employee's name or description): No General Comments: Please provide concise, objective comments including details about your observations. Comments should be objective statements of fact; never include your opinion in comments - this is not an opinion card. The General Comment question requires two (2) to five (5) complete, well-composed sentences. Do not provide less than two (2) complete sentences, and only provide more if you absolutely must in order to convey important objective details. In order to be professional and meaningful, each sentence should include at least ten (10) words.

10 WRAPPING UP: DATA INPUT & VERIFICATION EXPECTATIONS -Drive home: Log onto your agent website and input your data the SAME NIGHT. -Upload your receipt for verification and payment. Agents, please contact TrendSource Support with any questions. Thanks for your participation!

Auditor Checklist. Age: Height: (ft) (inches)

Auditor Checklist. Age: Height: (ft) (inches) Assignment Overview: You will visit your assigned Kmart location to evaluate exterior and interior facility features, focusing on cleanliness, condition, and access for disabled customers. You will also