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 observe and interact with Kmart employees to evaluate customer service. You must supply a name and physical description for each of the following: - Service Desk employee - Checkout employee - Employees observed for the 10 Foot Rule - Employees evaluated for Team Member Awareness If you are unable to collect an employee name, you must still supply a physical description. Purchase & Reimbursement: You must purchase an inexpensive item, for which you will be reimbursed up to $1. To receive reimbursement, you must upload an image of the itemized purchase receipt. Checklist Best Practices: Review this document immediately before entering your assigned location. Before beginning your shop, enter the time in the Time of Visit field and then secure this document in your vehicle, hidden from view. When you have completed your assignment and returned to your vehicle, enter the checkout transaction timing, and the total time it took to complete your mystery shop in the relevant fields. Immediately complete the remainder of this document while details such as Team Member names/descriptions are still fresh in your mind. In the comment areas provided, you must explain the reason(s) why you marked any evaluation questions no. Shop Information: Date of Visit: / / 20 Time of Visit: : AM PM How much time did this shop take to complete: (minutes) How much time was spent in line during the checkout process: (minutes) Auditor Checklist Service Desk Associate Name: Checkout Associate Name: 1
Appearance Outside 1. Is the parking lot clean, maintained, and well lit? ------------------------------------------------------- Yes No N/A 2. Are the customer Handicapped-Accessible parking and the striped area around them unobstructed? ---------------------------------------------------------------------------------------------------" Yes No N/A 3. Are sidewalks clean and free of gum? --------------------------------------------------------------------" Yes No N/A 4. Is the outdoor entrance canopy free of dirt, dust, cob webs, bird nests, etc., and in good condition? -------------------------------------------------------------------------------------------------" Yes No N/A 5. Are the trash and cigarette receptacles clean? --------------------------------------------------------" Yes No N/A Please provide the reason(s) why you marked any Outside Appearance questions no. Inside 6. Is there a 2 X 1.5 sign posted near the store s main entrance offering assistance to customers who use wheelchairs or scooters? ---------------------------------------------------------- Yes No 7. Vestibule / Front Entry: a. Are the vestibule/front entry windows clean, free of tape and tape residue? ------------- Yes No b. Is the vestibule/front entry overhead lighting clean and operative? ------------------------- Yes No c. Is the vestibule/front entry floor area, including mats, clean? --------------------------------- Yes No d. Are the doors fully operational, clean (including thresholds), and free of cracked glass? Yes No e. Are trash receptacles clean? -------------------------------------------------------------------------- Yes No 8. Shopping Carts: a. Are shopping carts conveniently located and readily available for customer use? ----- Yes No b. Are shopping carts clean, dry, and free of trash? ------------------------------------------------ Yes No 9. Service Desk: a. Is the Service Desk area clean, organized, free of clutter and hand-written signs? ----- Yes No b. Is any lowered portion of the counter or any flip-up shelf clean, unobstructed and free of clutter? ---------------------------------------------------------------------------------------------- Yes No N/A 10. Checkouts: a. Are the checkouts clean, organized, free of clutter and hand-written signs? ------------- Yes No Please provide the reason(s) why you marked any Inside Appearance questions no. 11. Restrooms: a. Handicapped-Accessible Restroom visited? Men s Women s Unisex b. Is there an unobstructed path to the Handicapped-Accessible restroom? -------------- Yes No N/A c. Is the restroom s entrance door easy to open? ---------------------------------------------------- Yes No N/A d. Are toilets and urinals clean and operating? ------------------------------------------------------- Yes No N/A e. Is there an unobstructed path to the Handicapped-Accessible stall? ---------------------- Yes No N/A f. Are restroom stalls free of clutter? -------------------------------------------------------------------- Yes No N/A 2
g. Is the restroom odor free? ------------------------------------------------------------------------------ Yes No N/A h. Are the privacy panels clean and free of graffiti? ------------------------------------------------ Yes No N/A i. Is the floor clean including corners, edges, and base? ---------------------------------------- Yes No N/A j. Are the sinks clean and free of hard water build-up, rust, etc.? ------------------------------ Yes No N/A k. Is the diaper changing station clean? --------------------------------------------------------------- Yes No N/A l. Are waste receptacles clean? ------------------------------------------------------------------------- Yes No N/A m. Are all areas of the restroom well supplied? ------------------------------------------------------- Yes No N/A Please provide the reason(s) why you marked any Restroom questions no : 12. Fitting Rooms: a. Is the path to the Handicapped-Accessible fitting room unobstructed by boxes, merchandise, or other items? ------------------------------------------------------------------------- Yes No b. Are all of the fitting rooms free of merchandise and clutter? ---------------------------------- Yes No c. Are the fitting rooms mirrors clean? ----------------------------------------------------------------- Yes No 13. General Sales Floor: a. Are floors detailed cleaned and free of damaged floor tiles? --------------------------------- Yes No b. Are ceiling tiles in good condition - not damaged or discolored? --------------------------- Yes No c. Are floors and aisles free of unattended boxes, equipment, and fallen merchandise? Yes No d. Are aisles easy to navigate? -------------------------------------------------------------------------- Yes No 14. Is there a large 6 x3 standing cardboard advertisement at the entrance of the store advertising Oz the Great and Powerful motion picture? ----------------------------------------------------------------------------------- Yes No Please provide the reason(s) why you marked any Fitting Rooms and General Sales Floor questions no, and add additional comments (positive or negative) relevant to the appearance of the location, overall. Customer Service 15. When asked a question, are associates stopping what they re doing and giving their full attention to customers? ----------------------------------------------------------------------------------" Yes No 16. Are associates offering to take customers to the merchandise? ----------------------------------" Yes No Front End Customer Service (Service Desk) 17. Is there an unobstructed path for you to the Service Desk counter/register area? -----------" Yes No 18. Are Service Desk associates assisting customers in a timely manner? -------------------------" Yes No Front End Customer Service (Front Checkouts) 19. Was there a Handicapped-Accessible checkout/register with the International Symbol of Accessibility sign open to accept customers? ------------------------------------------ Yes No 20. On average for all open registers, were there 3 or less paying customers in each line? -- Yes No 3
21. If there are no customers in line, are checkout associates performing Operation Invitation? Yes No N/A 22. Are cashiers friendly and courteous? -------------------------------------------------------------------- Yes No 23. Did the associate thank you for shopping at Kmart? ------------------------------------------------ Yes No 24. When you made your purchase, did the checkout associate ask you May I put this on your Sears card? ----------------------------------------------------------------------------------------- Yes No Please provide the reason(s) why you marked any Customer Service questions no, and add additional comments (positive or negative) relevant to your customer service experience, overall. 10 Foot Rule 25. Please list the 6 associates (represented here as a through f ) you observed, and mark yes or no based on whether the associate acknowledged you per the 10 Foot Rule: a. Name: ----------------------------------------------------------- Yes No b. Name: ----------------------------------------------------------- Yes No c. Name: ----------------------------------------------------------- Yes No 4
d. Name: ----------------------------------------------------------- Yes No e. Name: ----------------------------------------------------------- Yes No N/A f. Name: ----------------------------------------------------------- Yes No N/A 26. Please comment on the associates who did not observe the 10 Foot Rule: Team Member Awareness Ask any Kmart associate: 27. Are there any special offers for Shop Your Way Rewards members this week? ----" Yes No - The answer is: Yes and the associate should show the customer the weekly circular or savings guide pass-out and point out some of the offers. - If the associate properly informs you that there are special offers for Shop Your Way Rewards member this week, mark #27 yes. - If not, mark #27 no and describe the associate s answer below: 5
Please provide the name and description of the associate used for the first TMA evaluation: 28. Name: Ask a different Kmart associate: 29. Can I see items on sale in your store on Kmart.com? ------------------------------------" Yes No - The answer is: Yes. All our in-store sale items can be seen in the local ad for our store on Kmart.com. - If the associate properly informs you that you can have see in-store sale items on Kmart.com, mark #29 yes. - If not, answer #29 as no and describe the associate s answer below: Please provide the name and description of the associate used for the second TMA evaluation: 30. Name: Please provide additional comments (both positive and negative) regarding the Awareness of Team Members: ADA Compliance Note that this section must be completed if performing an ADA Compliance assignment. Is there an unobstructed path for you to the Electronics service counter/register area? -----" Yes No Is the Electronics counter/register area clean, organized, and free of clutter or hand-written signs? ----------------------------------------------------------------------------------------" Yes No Is any lowered portion of the counter or any flip-up shelf clean, unobstructed and free of clutter? ---------------------------------------------------------------------------------------------------" Yes No N/A 6
Please comment on all negative answers regarding ADA Compliance and add additional comments (positive or negative) that are relevant to your experience performing this shop from a wheelchair/scooter perspective. Loyalty Index Overall, based on this visit, how likely is it that you will be a Kmart customer in the future? (not likely) 1 2 " " 3 4 " " 5 (definitely) If you answered 1-4, what specifically could be improved so that you would be a Kmart customer in the future? Overall, based on this visit, how likely is it that you would recommend Kmart to your friends, family, or colleagues? (not likely) 1 2 " " 3 4 " " 5 (definitely) If you answered 1-4, what specifically could be improved so that you would recommend Kmart to friends, family, or colleagues in the future? Overall Comments Please provide an overall summary of your shopping experience. Note that on your online report, the Overall Comments area will require a summary of 250 characters, minimum. 7