Shop-A-Long: Shell Site Audit

Summary

This script outlines the process of conducting a comprehensive Shell site audit. Starting as a covert shopper, the auditor evaluates various aspects like gas pump functionality, restroom cleanliness, product availability, cashier interactions, and safety measures. The audit also includes evaluating the store's exterior, signage, landscaping, and fuel dispensers. After completing the covert portion, the auditor reveals their identity, documenting any infractions like damaged equipment, spills, or poorly maintained areas. The audit concludes with a site-wide photo and a final selfie in the safety vest, ensuring all areas are reviewed thoroughly for compliance with Shell's standards.

Takeaways

• 😀 Start the audit covertly by acting as a regular customer before revealing your identity.
• 😀 Ensure the fuel pump is functional, using a credit/debit card or Shell Rewards Card for payment.
• 😀 Check the amenity bin near the gas pump for paper towels, washing fluid, and a squeegee.
• 😀 Move your car to an empty parking space before entering the store to conduct your audit.
• 😀 When evaluating the restroom, take a photo of the overall space and report any infractions such as broken lights or graffiti.
• 😀 Inspect and report on restroom amenities, including touchless fixtures and handicap rails.
• 😀 During the transaction with the cashier, note whether they greet you, mention the fuel rewards program, and ensure they adhere to the Shell uniform policy.
• 😀 After revealing your identity, take a photo of the store’s interior, focusing on cleanliness, product availability, and any obstacles in aisles.
• 😀 When assessing the exterior, check for any signage related to the current Shell national campaign and evaluate the condition of the building and forecourt.
• 😀 Evaluate each fuel pump for cleanliness, proper labels, and functionality, taking photos of any damages or issues such as sticky residue.

Q & A

What is the purpose of the shell site audit described in the transcript?

The purpose of the audit is to evaluate a Shell location's customer service, facilities, and overall maintenance. This includes covertly assessing the site, followed by revealing the audit for further checks and reports.

What should be checked before starting the fuel purchase at the Shell station?

Before starting the fuel purchase, ensure that the gas pump works, the island card reader (ICR) functions properly, and a receipt is provided.

Why is it important to check the restroom facilities during the audit?

The restroom facilities are checked to ensure cleanliness, functionality, and compliance with customer expectations, including features such as handicap rails, touchless fixtures, and stocked amenities.

What should be documented in the audit when observing the restroom?

Photographs should be taken of the restroom, and any infractions such as broken lights or graffiti should be reported. Additional notes about the amenities, such as the availability of toilet seat liners, should also be included.

How is customer service evaluated during the audit?

Customer service is evaluated by observing whether the cashier greets the customer, mentions the fuel rewards program, and adheres to the Shell uniform policy. The cashier's shirt cleanliness is specifically noted.

What should be looked for in the store's interior during the audit?

During the audit, look for obstructed aisles, clean floors, shelves, walls, and ceilings. Also, check for any damaged or missing products and ensure that refrigerators and freezers are functioning properly.

What is the procedure for evaluating the outside area of the Shell station?

When evaluating the outside area, take an overall photo of the building, check for Shell’s national campaign signage, and assess the forecourt for excessive dirt, potholes, abandoned vehicles, or trash.

How should the canopy at the Shell station be inspected?

The canopy should be inspected for cleanliness, ensuring the underside, decking, fascia, and supporting columns are in good condition and free from dirt or damage.

What is the process for evaluating the fuel pumps during the audit?

Each fuel pump should be checked for cleanliness, visible damage, and proper functionality. Any issues like sticky residue, damaged decals, or unreadable displays must be documented and reported for each pump.

What should be done after completing the audit at the Shell station?

After completing the audit, take a final overall photo of the site, including the building, canopy, and fueling area. Additionally, take a selfie in the safety vest, fill out the survey, and ensure all points are covered before leaving.