Retail Provider – Key Performance Indicators
Ref
Area
1
General –
1.1
Opening hours/days
1.2
1.3
Premises Inspection
The shop shall be available at the required opening times
on the agreed days per week.
Review the appearance of the shop and the environs. Is the
facility well maintained and tidy, free from rubbish and
clutter?
Retail Standards and
Products
Visual check of the merchandising of products and service
items.
Stock
Agreed range of merchandise available to buy as per the
tender response document.
1.4
1.5
Score
1 – 10
Measurement Criteria
Branding and
Marketing Activities
Review all signage ensuring it conforms to the branding
guidance outlined in the tender document.
Review internet promotional activity and request examples
of offsite marketing activities.
1.6
Business Performance
Discuss with the provider the performance of the operation
since the last review. Review any financial information or
trend information provided by the operator to rank
performance against previous years.
1
Comment/Action
Staff Training
1.7
2
2.1
2.2
2.3
3
3.1
3.2
In addition
Staff should also have up to date product training from
suppliers to ensure they are fully appraised to sell these
products to customers.
Staff will have appropriate customer care (Welcome Host or
equivalent) and 1st aid training. Training in merchandising
and point of sale technique are also required.
Customer Care
Customer Service
Customer Satisfaction
Staff and Uniforms
Health and Safety
Health and Safety
Regulations
Risk Assessments and
Safe Working
Practices
Observe the customer service provided to customers by
staff for the provision of retail sales and information and
review annual VAQAS findings.
Customer satisfaction comments and customer complaints
procedure in place. Review recent comments/complaints
with the operator.
Shop staff should be readily identifiable and available and
wear name badges.
Visual check of the fire safety provisions and compliance to
any other H&S best practice relating to the stock room
area. Where use of chemicals or substances is called for,
COSHH data sheets shall be available.
Appropriate safe methods of working i.e. risk assessment
shall be in place and reviewed.
2
Accidents and First Aid
Provision
3.2
All accidents will be recorded in accordance with Health
and Safety regulations and Forestry Commission
procedures.
Retail provider to have suitable first aid provision within
staff compliment at all times.
Emergency
Procedures
3.3
Review the emergency procedures in place for fire or other
emergencies. Safety equipment to be regularly maintained.
Scoring legend
0
2
Unacceptable
All areas below Standard
4
Many areas below standard
6
Scope for improvement
8
Acceptable Standard
10
Exceeds expectation
Note:
Where an attainment below 8 out of 10 is recorded (8 representing acceptable standards), the operator will formulate and agree with the FC reactive
attentions to be applied and ensure that these are carried out within one calendar month of receipt of the Auditor’s report.


Public Liability Insurance – cover to a minimum level of £5 million. Current certificate to be supplied to FC at annual renewal date.
Risk Assessments for Guiding, Leading or provision of Training Courses should be supplied to the FC when reviewed which a minimum should be
annually.
3