Shopper Interview

Cleanliness and appearance

1. Was the parking lot clean and free of trash and debris? (Check for general
cleanliness. Do not mark for small amounts of litter/paper/debris.)

2. Was the store entrance clean and well maintained? (The entrance is the area
between the double doors and the areas just inside and outside the front doors.)

3. Did any signage throughout the store appear to be worn or damaged?

4. Was the store clean, neat, and well maintained (no dirty floors, unattended spills,
etc.)?

5. Was the restroom clean, well-stocked, and maintained (toilet tissue/paper towels
available, toilets/faucets operational, etc.)?

6. Were aisles free of clutter and obstructions? (Two or more carts should be able to
pass comfortably in every aisle.)

Employee behavior

7. Were you acknowledged by an associate within 30 seconds of entering the store?

8. When you were greeted, what was said?

9. Did the associate/team member smile?

10. Did the associate/team member ask what you were shopping for today?

11. Did the associate/team member offer you help?

12. Did the associate/team member offer you an additional item?

Shopper Interview

13. Did the associate/team member give you his/her undivided attention?

14. Please detail your interaction with the sales floor associate. You must include what
clothing item you inquired about as well as the associates response. (A minimum
of 3-4 sentences is required.)

15. Did all associates you came in contact with have an upbeat and friendly tone?

16. Were any associates/team members rude or discourteous?

17. If answer to previous question is YES, please state his/her name and department
and describe the rude/discourteous behavior.

18. Did any associates/team members provide above-and-beyond service? If YES,

please state his/her name and department and describe the above-and-beyond
behavior.

19. Did all OTHER (not previously evaluated) associates/team members you
encountered or passed throughout the store smile and greet you? (During your
shopping trip, you may find associates throughout the store performing various
tasks. Did they smile and greet you?)

20. If answer to previous question is NO, please describe where in the store you
encountered the associate(s)/team member(s) and the associate name(s) or
description. Please describe the situation in which you encountered the
associate(s). (For example, I saw an associate named Bill in the dairy aisle who
did not smile or say hello.)

21. Did the associate/team member provide a pleasant closing comment (Have a
good day, Thanks for shopping with us, Thank you, etc.)?

22. Did the cashier greet/acknowledge you the moment you reached the counter?
Shopper Interview

23. Did the cashier ask if you found everything?

24. Did the cashier mention the loyalty/rewards program by name during your
transaction? If you are not a member, did the cashier ask if you would like to join?

25. Did the cashier mention the invitation for the customer/guest satisfaction survey at
the bottom of the receipt?

26. Did the cashier thank you at the end of your transaction?

27. Was carry-out service offered if you had more than 2 bags?

The path to purchase

28. Was every item you wanted to purchase available? If NO, please list unavailable
item(s).

29. Did all perishable merchandise (salads, sandwiches, etc.) appear fresh (not
brown/old)?

30. Observe 5 dairy/perishable items (sandwiches, salads, fruit cups, yogurt, milk,
etc.). Were all items that were checked for freshness found to be within code (not
expired)? If YES, please specify the product for any items out of code.

31. What was the number of registers staffed when you got in line?

32. Was there at least one (1) express lane open?

33. Were there less than three (3) customers in line? If no, did you observe a call for
additional help (to manage the line or open another register)?

34. How long did your transaction take from the time you reached the counter
until you received your receipt? (mm:ss)