Retail Performance Review Checklist

Pull the timeclock report from Homebase, When I Work, or Kronos for the review period. Flag late clock-ins, no-call no-shows, missed meal breaks (CA: 30-min meal at 5 hrs), and any unapproved shift swaps. Note patterns rather than isolated incidents.

Compile mystery-shopper scores, customer survey responses (NPS or post-transaction), Google reviews mentioning the associate by name, and any written kudos or complaints from peers and shift leads.

Pull comp sales for the review period from Lightspeed, Shopify POS, or Heartland Retail. Compare to plan and to last year same period. Note seasonal context — a 5% miss in November is heavier than a 5% miss in February.

Units per transaction, average transaction value, and conversion rate are the three associate-level KPIs that show actual selling skill independent of door traffic. A high ATV with low UPT suggests single-item closers; high UPT with low ATV suggests upsell-by-volume rather than category mix.

Loyalty sign-ups and email-at-checkout rates are leading indicators of repeat-customer building. Pull from Klaviyo, Yotpo, Smile.io, or your loyalty platform's associate-attribution report.

From mystery-shop reports and your own floor observations: greeting cadence, fitting-room follow-up, add-on suggestion, closing the sale at the register. Tie each to a recent specific instance — vague feedback is the fastest way to lose the room in a review conversation.

Compare mystery-shop scores to the store and district average. A single low score isn't a pattern; three low scores on the same dimension (greeting, fitting-room service, register experience) is.

Pull return and exchange data attributed to the associate. Look for refund-fraud red flags (high no-receipt return rate, repeat customer pairings) and for de-escalation wins (a saved sale or store credit instead of refund).

Quiz on top-30 SKUs and current promo mechanics (BOGO, GWP, loyalty stack rules). Gaps here usually correlate with low UPT — associates can't suggest add-ons they don't know.

Pull drawer-variance log for the review period. Patterns to flag: repeat shorts, repeat overs, voids and post-voids without manager override, no-sale opens without documented reason. Variances over policy threshold should already have been investigated; reference those write-ups here.

If the store sells alcohol, tobacco (FDA 21+), lottery, or other age-restricted product: review register DOB-prompt overrides and any failed compliance checks during the period. One missed card on a state-agent visit can cost the license.

Review cycle-count variances on shifts the associate worked, RTV processing accuracy, and EAS tag application/deactivation discipline. Sweethearting and refund fraud often surface first as cycle-count variance trends, not as single incidents.

Confirm current status on required training: harassment prevention (CA AB 1825, NY annual), responsible beverage service (state ABC), PCI awareness, active-shooter / robbery response, and any brand-specific product certifications.

Name the specific course and regulatory deadline. State-mandated trainings (harassment, RBS) carry hard dates; brand certifications usually have a 30-day grace before the associate can't work the floor unsupervised.

Block time on the schedule (paid, per FLSA) for the associate to complete the training. Do not assume self-completion at home — this is wage-and-hour exposure.

Pick-up rate on open shifts, swap-request behavior, and willingness to close on short notice. In predictive-scheduling jurisdictions (NYC, Seattle, SF, Oregon, Philadelphia, Chicago), voluntary opt-in to last-minute changes matters because employer-initiated changes carry premium pay.

Did the associate train new hires on the POS, fitting-room SOP, or planogram standards? Step-up behavior is the usual leading indicator for promotion to key holder or shift lead.

Slack/Teams responsiveness on store group chats, escalation timing on customer issues, and use of the shift-handoff log. Note both signal and noise — over-escalation is a coachable pattern too.

Two to four goals tied to measurable KPIs (UPT, ATV, conversion, loyalty enrollment) or named certifications (key-holder training, visual-merch certification). Avoid vague goals like "improve customer service" — they don't survive the next review.

Schedule 30-45 minutes off the floor, not at the register. Walk through the rating, the supporting evidence, the goals, and the development plan. Give the associate space to respond and add their own notes before signing.

Final rating, manager notes, employee comments, and digital signatures from both. File the completed form to the employee record (BambooHR, ADP, Workforce Now, or HR file) within five business days per most retention policies.

For "Needs improvement" or "Unsatisfactory" ratings, draft a 30/60/90-day PIP with named KPI targets, weekly check-in cadence, and the consequence if targets are missed. Loop in HR before delivering — PIPs are the document a wrongful-termination claim turns on.