Checklist template

Lobby and customer experience for bank branches

A ready-to-use checklist with 115 items in 6 sections, covering Greeting, Wait management, Advisor meetings, Self-service help, Cleanliness, Accessibility. Use it as-is in InspectLoop, or adapt it to your own standards in minutes.

  • 6 Sections
  • 115 Items
  • 103 Yes / No checks
  • 6 Scored ratings
  • 133 Points

Use this template How audits work

1. Greeting 16 items

  1. An employee is posted at or facing the entrance during opening hours Yes / No 1 pt
  2. A customer entering the lobby during the visit was greeted within the time set by the service standard Yes / No 1 pt
  3. The greeter asked the purpose of the visit before directing the customer Yes / No 1 pt
  4. The greeter walked the customer to the right desk or machine instead of pointing Yes / No 1 pt
  5. The greeter could tell which bankers were free and when the next one would be Yes / No 1 pt
  6. Employees at desks looked up and acknowledged customers walking past Yes / No 1 pt
  7. Bankers stood to welcome the customer at their desk Yes / No 1 pt
  8. Every employee in the lobby wears a name badge Yes / No 1 pt
  9. A backup takes the greeter's post during breaks at peak hours Yes / No 1 pt
  10. No group of employees was talking among themselves in view of waiting customers Yes / No 1 pt
  11. Customers were wished well by an employee on their way out Yes / No 1 pt
  12. A list of the languages spoken by staff is available to the greeter Yes / No 1 pt
  13. The greeter knows how to reach the telephone interpreter service Yes / No 1 pt
  14. A test call to the branch was answered within the number of rings set by the service standard Yes / No 1 pt
  15. The employee who answered the test call gave the branch name and their own name Yes / No 1 pt
  16. First impression on entering the lobby Rating
    • Greeted at once and guided to the right place 5 pts
    • Greeted after a delay or only pointed onward 3 pts
    • Not greeted at all 1 pt

2. Wait management 18 items

  1. Customers waiting for a banker on arrival Number
  2. Longest wait for a banker observed (minutes) Number
  3. Walk-in customers are checked in with their name, the purpose of the visit and the arrival time Yes / No 1 pt
  4. Customers were told the expected wait when they checked in Yes / No 1 pt
  5. A customer whose wait passed the quoted time was given an update by an employee Yes / No 1 pt
  6. The check-in record shows the time each customer was seen Yes / No 1 pt
  7. Customers with an appointment were seen within the tolerance set by the service standard Yes / No 1 pt
  8. Customers are called in order of arrival, with appointments at their booked time Yes / No 1 pt
  9. When the wait passes the standard, customers are offered an appointment or a callback Yes / No 1 pt
  10. Quick requests (card replacement, address change, a printed statement) are handled at a stand-up desk without waiting for a banker Yes / No 1 pt
  11. There is a seat for every customer waiting during the visit Yes / No 1 pt
  12. The waiting area is far enough from the banker desks that conversations cannot be followed Yes / No 1 pt
  13. Magazines and reading material in the waiting area are current Yes / No 1 pt
  14. Water or coffee, where offered, is stocked Yes / No 1 pt
  15. Banker lunches are staggered so that at least one banker is available at midday Yes / No 1 pt
  16. A banker finishing a meeting checks the waiting list before starting desk work Yes / No 1 pt
  17. The manager reviews the weekly wait-time report from the check-in system Yes / No 1 pt
  18. Handling of customers waiting for a banker Rating
    • Informed, seated and seen within the standard 5 pts
    • Seen within the standard but not kept informed 3 pts
    • Long waits with no information 1 pt

3. Advisor meetings 21 items

  1. Meetings take place in an office or at a screened desk where the conversation cannot be overheard Yes / No 1 pt
  2. No document of another customer is on the banker's desk during a meeting Yes / No 1 pt
  3. The banker's screen cannot be read from the waiting area or the neighboring desk Yes / No 1 pt
  4. The banker introduced themselves by name and role Yes / No 1 pt
  5. The banker verified the customer's identity before discussing accounts Yes / No 1 pt
  6. The banker asked about the customer's needs before presenting a product Yes / No 1 pt
  7. The banker did not take phone calls during the meeting Yes / No 1 pt
  8. The customer left with the account disclosures in print or by email Yes / No 1 pt
  9. The customer left with the fee schedule for the account opened Yes / No 1 pt
  10. The banker explained the next steps and their timing (card delivery, first statement, online access) Yes / No 1 pt
  11. The banker offered to set up online or mobile access before the customer left Yes / No 1 pt
  12. The banker gave a business card or direct contact details Yes / No 1 pt
  13. A follow-up contact is recorded in the customer system for each meeting sampled Yes / No 1 pt
  14. Appointments in the calendar state the purpose of the meeting Yes / No 1 pt
  15. Customers receive a reminder before their appointment Yes / No 1 pt
  16. Missed appointments are followed up with a call within the time set by the service standard Yes / No 1 pt
  17. Each meeting room has a door that closes fully Yes / No 1 pt
  18. The schedule of mortgage and investment specialists, in person or by video, is available to the greeter Yes / No 1 pt
  19. The video meeting equipment connected on a test call Yes / No 1 pt
  20. Complaints raised in the lobby are entered in the complaint system the same day Yes / No 1 pt
  21. Quality of the banker meetings observed or sampled Rating
    • Private, needs-based and followed up 5 pts
    • Competent but product-led or without follow-up 3 pts
    • Rushed, interrupted or lacking privacy 1 pt

4. Self-service help 19 items

  1. Employees accompany customers with simple transactions to the machine and show them how, rather than sending them Yes / No 1 pt
  2. A customer who hesitated at a self-service machine was approached by an employee Yes / No 1 pt
  3. The self-service area can be seen from a staffed position in the lobby Yes / No 1 pt
  4. Two employees asked could demonstrate a mobile check deposit on the demonstration device Yes / No 1 pt
  5. The demonstration phone or tablet is charged and set to demonstration mode Yes / No 1 pt
  6. The customer-use online banking station was signed out of the previous session Yes / No 1 pt
  7. The browsing history on the customer-use station is cleared automatically or by staff after each use Yes / No 1 pt
  8. The customer-use station has a privacy filter or faces away from the lobby Yes / No 1 pt
  9. The customer phone to the contact center connected on a test call Yes / No 1 pt
  10. The coin counting machine, where provided, is in service with instructions posted Yes / No 1 pt
  11. The writing counter is stocked with deposit slips and working pens Yes / No 1 pt
  12. The date displayed at the writing counter is correct Yes / No 1 pt
  13. No discarded slip with customer information was found at the writing counter Yes / No 1 pt
  14. Employees offer to enroll customers in electronic statements and account alerts Yes / No 1 pt
  15. Employees do not type a customer's PIN or password for them Yes / No 1 pt
  16. Two employees asked could state what to tell a customer whose card was kept by a machine Yes / No 1 pt
  17. When a machine is out of order, employees direct customers to the teller line or the nearest working machine Yes / No 1 pt
  18. Customers helped to enroll in digital banking last week, per the branch record Number
  19. Help given to customers using self-service Rating
    • Staff notice, accompany and teach 5 pts
    • Help given only when asked 3 pts
    • Customers left to struggle 1 pt

5. Cleanliness 19 items

  1. The entrance glass is free of fingerprints and tape residue Yes / No 1 pt
  2. Entrance mats are clean and lie flat Yes / No 1 pt
  3. The lobby floor is free of debris and stains Yes / No 1 pt
  4. Waiting area seats have no tears or stains Yes / No 1 pt
  5. The customer side of each desk is dusted, with cables tidied out of sight Yes / No 1 pt
  6. Lobby wastebaskets are less than three-quarters full Yes / No 1 pt
  7. Lobby plants are healthy, with no dead leaves Yes / No 1 pt
  8. Lobby windows and blinds are free of dust Yes / No 1 pt
  9. Every lamp in the lobby light fixtures is working Yes / No 1 pt
  10. Lobby temperature (°F or °C) Number
  11. The lobby is free of odors Yes / No 1 pt
  12. Ceiling tiles in the lobby have no stains or gaps Yes / No 1 pt
  13. No staff food, drink or personal item is visible from the customer side Yes / No 1 pt
  14. The coffee station is wiped and free of spills Yes / No 1 pt
  15. Toys and books in the children's corner are clean and intact Yes / No 1 pt
  16. The customer restroom is stocked with soap, toilet paper and hand towels Yes / No 1 pt
  17. The walkway to the entrance is free of litter, cigarette ends and weeds Yes / No 1 pt
  18. The cleaning contractor's log is signed for the last scheduled service Yes / No 1 pt
  19. Cleanliness of the lobby Rating
    • Spotless 5 pts
    • Clean with a few details to correct 3 pts
    • Visibly dirty or worn 1 pt

6. Accessibility 22 items

  1. Accessible parking spaces have visible pavement markings Yes / No 1 pt
  2. Each accessible parking space has an upright sign Yes / No 1 pt
  3. No vehicle without a permit, cart or snow pile occupies an accessible parking space Yes / No 1 pt
  4. The route from the accessible parking to the door has a curb ramp free of obstacles Yes / No 1 pt
  5. The automatic door opener works when the button is pressed Yes / No 1 pt
  6. Lobby furniture and stanchions leave an aisle wide enough for a wheelchair, per the company accessibility standard Yes / No 1 pt
  7. Promotional displays and wet floor signs do not block the accessible route Yes / No 1 pt
  8. The lowered section of the teller counter is open and clear of brochures and equipment Yes / No 1 pt
  9. At least one banker desk can be approached in a wheelchair Yes / No 1 pt
  10. The waiting area has chairs with armrests Yes / No 1 pt
  11. The waiting area leaves a clear space for a wheelchair beside the seats Yes / No 1 pt
  12. The hearing loop or assistive listening device worked when tested Yes / No 1 pt
  13. The signature pad or a clipboard can be brought to a seated customer Yes / No 1 pt
  14. Two employees asked know how to order statements in large print or another accessible format Yes / No 1 pt
  15. Two employees asked could describe how to serve a blind customer (reading documents aloud in a private room, guiding the signature) Yes / No 1 pt
  16. Employees know that service animals are admitted Yes / No 1 pt
  17. Employees know how to reach the sign language interpretation service Yes / No 1 pt
  18. The accessible restroom is unobstructed and not used for storage Yes / No 1 pt
  19. Accessibility complaints or requests received in the last 12 months have a recorded response Yes / No 1 pt
  20. Name of the branch manager Short text
  21. Overall rating of the lobby and customer experience Rating
    • Meets the standard 5 pts
    • Minor gaps 3 pts
    • Major gaps 1 pt
  22. Comments and corrective actions required Comments

About this template

This checklist is part of the InspectLoop template library. Yes / No checks score 1 point when met; ratings score the points shown for each option. The overall score is the percentage of points earned, with N/A answers excluded. In InspectLoop you can add photos, assign corrective actions, require sign-off and compare results across sites.

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