Protecting Your Business 
IDeal work for young people 
Wider audit & compliance services 

 Customer Experience Allergen Audit 

Serve Legal has collaborated with leading food safety consultancy NT Assure to develop a Customer Experience Allergen Audit. The audit helps food business operators to independently monitor the customer experience of allergy sufferers eating in their establishments. It is designed to reduce risk, keep customers safe and improve the way in which customers with food allergies are treated.  
 
Allergen-related deaths in recent years have brought about a definitive and legislative need for the food service industry to implement rigorous procedures around allergens. Until now, little attention has been paid to the customer experience of allergy sufferers when eating out or buying food-to-go. 
 
Specifically designed to flex and accommodate the different environments of the food-to-go and hospitality/food service industry, the audit involves young Serve Legal auditors going to in-store cafes, restaurant chains, pubs and food-to-go establishments posing as allergy sufferers (some are genuine sufferers). Their age is significant as young people are at greatest risk of severe consequences from allergen ingestion. 
 
Auditors ask pertinent questions about: 
food preparation 
menu ingredients 
and will order and eat a meal or food-to-go item. 
 
They observe: 
hygiene ratings 
the display of allergen information 
table/seating cleaning practices 
and record details of their experience throughout. 
 
Reports are shared with clients within 48 hours of audit. Findings are used by operators to review customer service and to improve staff training, allergen labelling, communication and operational performance around allergens. 
 
The collaboration combines the expertise, national coverage and capacity of Serve Legal’s 2,750+ auditing community with NT Assure’s technical services and allergen reputation in the food safety space. Both brands have a long heritage of working with well-known hospitality, retail and food service brands, and audits and trials with established FBOs are underway. 
 
To find out more about the Customer Experience Allergen Audit, contact: Nadia Martins, Business Development Director, tel: 07483 031707, email: nadiamartins@servelegal.co.uk 
 
 
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