Quality & Brand Standards guide

Standards Walks

A 15-minute walk against the same scorecard, done at every site on the same day. Pilla turns the walk into a workflow your duty managers finish on their phones, with photo evidence at every check. You see how each site is performing without standing over them.

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1.Rating scale
Input name *
Mandatory
Front-of-house standards

Instructions for staff picking a rating *

Walk the customer journey from the front door to the till. Rate the overall feel right now.

Start *

1

End *

5

Range must be within 0–10.

Low label

e.g. Poor

High label

e.g. Excellent
Poppi (AI) action
Slack logo
Slack
Send message
Post the score and any photos to the area manager channel. Group sites by region and flag anything below 3 as priority for tomorrow.
Retail

Visual merchandising walk

Window display, mannequin styling, end-cap promo, fitting room presentation. The store manager walks the floor against the same scorecard the area manager uses.

1.Photo guidance

Photo guidance *

Upload photo
2.Rating scale
Input name *
Mandatory
Window display vs reference

Instructions for staff picking a rating *

Stand back ten feet, look through the customer's eyes, then rate against the brand photo.

Start *

1

End *

5

Range must be within 0–10.

Low label

e.g. Poor

High label

e.g. Excellent
3.Photo input
Input name *
Mandatory
Photo from the kerb

Instructions for staff taking a photo *

Take the shot from outside the door, eye level, no people in frame.
Hospitality

Service standards walk-through

Front-of-house first impression, queue flow, table turn, bar speed, toilets. A duty manager runs the walk an hour before peak so anything below standard gets fixed before guests notice.

1.Checklist
Input name *
Mandatory
Pre-service standards

Instructions for staff carrying out the checklist *

Walk the room before doors open. Tick what passes today, flag anything below standard.

Checklist items *

Tables set with full cover
Menus clean, no rips or stains
Bar stocked and surfaces dry
Toilets checked within last 30 minutes
Music level matches the brand brief
Add item...
+
2.Rating scale
Input name *
Mandatory
Queue management

Instructions for staff picking a rating *

Watch the door for 5 minutes. Rate how quickly guests are greeted and seated.

Start *

1

End *

5

Range must be within 0–10.

Low label

e.g. Poor

High label

e.g. Excellent
Poppi (AI) action
Slack logo
Slack
Send message
Post the rating and any flagged items to the ops channel. Tag the GM if a toilet check is overdue.
Care

Resident experience walk

A weekly walk through the home from a resident's point of view. Cleanliness, dignity in shared spaces, mealtime atmosphere, room presentation. Same scorecard every time so you can see drift before families do.

Poppi (AI) briefing
Brief the duty manager on what dropped a point last week and which areas they need to look at first today.
1.Rating scale
Input name *
Mandatory
Lounge atmosphere

Instructions for staff picking a rating *

Spend 5 minutes in the main lounge. Rate how it feels, not just how it looks.

Start *

1

End *

5

Range must be within 0–10.

Low label

e.g. Poor

High label

e.g. Excellent
2.Annotated photo input
Input name *
Mandatory
Anything below standard

Instructions for staff taking and annotating the photo *

Take a photo, then circle the issue and add a short note so the team knows exactly what to fix.
Construction

Site cleanliness and snags walk

A daily walk-down on each active site. Hoarding presentation, welfare cleanliness, snag list, signage in date. Site managers walk the same route so head office can compare like for like.

1.Checklist
Input name *
Mandatory
Site presentation walk

Instructions for staff carrying out the checklist *

Walk the site boundary first, then welfare, then the active work zone. Tick what passes.

Checklist items *

Hoarding clean and graphics in good condition
Welfare cabin tidy, kitchen wiped down
Skip area swept, no spillage
Safety signage in date and visible
PPE station fully stocked
Add item...
+
2.Annotated photo input
Input name *
Mandatory
Snag photos

Instructions for staff taking and annotating the photo *

For anything below standard, photo it and circle the snag. Add the trade who needs to fix it.
Poppi (AI) action
Email
Send email
Email the snag photos to the relevant trade leads. Group by trade so each one only sees what they own.
Warehouse

Pick aisle standards walk

A shift-start walk through pick aisles before pickers begin. Pick face presentation, label visibility, slot fill, housekeeping. Catches the issues that slow pick rate before the day kicks off.

1.Rating scale
Input name *
Mandatory
Aisle housekeeping

Instructions for staff picking a rating *

Walk one full aisle. Rate the housekeeping standard before pickers start.

Start *

1

End *

5

Range must be within 0–10.

Low label

e.g. Poor

High label

e.g. Excellent
2.Photo input
Input name *
Mandatory
Worst pick face

Instructions for staff taking a photo *

Photograph the pick face you would not want a new picker to start at. Wide shot, lights on.
Poppi (AI) action
Slack logo
Slack
Send message
Post the photo and rating to the shift channel. Assign the worst aisle to the housekeeping lead before the first pick wave.

More in Quality & Brand Standards

Other guides operators read alongside this one.

Mystery Shopper Prep

A mystery shopper visit should not be the first time anyone walks the customer journey this week. Pilla turns the same scorecard into a quick pre-visit sweep, a real-time alert if standards drop on the day, and a debrief that builds the team up instead of finger-pointing. Built for retail and hospitality but works anywhere a head office checks how a site is really running.

Customer Feedback

Catch what your customers, guests, residents, parents and clients actually think while they are still in front of you. A quick rating, a short note, a clear next action, all from a phone. Negative feedback turns into a same-day fix instead of a one-star review you read about on Monday.