Company: Adnoc

Filter: Company: Adnoc + Service: Lube + Site Manager Number: 907762

Sample Size:  8

Questions Total Samples Quarter 1 Quarter 2 Quarter 3 Quarter 4
  Abs Percentage Abs Percentage Abs Percentage Abs Percentage Abs Percentage
Language                    
ar 2 25% 1 100% 0 0% 0 0% 1 33.33%
en 6 75% 0 0% 2 100% 2 100% 2 66.67%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
Company                    
Adnoc 8 100% 1 100% 2 100% 2 100% 3 100%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
Shopper ID                    
128 1 12.5% 1 100% 0 0% 0 0% 0 0%
129 1 12.5% 0 0% 0 0% 1 50% 0 0%
161 1 12.5% 0 0% 0 0% 1 50% 0 0%
192 1 12.5% 0 0% 1 50% 0 0% 0 0%
1012 1 12.5% 0 0% 0 0% 0 0% 1 33.33%
2010 1 12.5% 0 0% 0 0% 0 0% 1 33.33%
2014 1 12.5% 0 0% 1 50% 0 0% 0 0%
2090 1 12.5% 0 0% 0 0% 0 0% 1 33.33%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
Serial No                    
0358 1 12.5% 0 0% 1 50% 0 0% 0 0%
0367 1 12.5% 0 0% 0 0% 1 50% 0 0%
0406 1 12.5% 0 0% 0 0% 0 0% 1 33.33%
0500 1 12.5% 0 0% 0 0% 0 0% 1 33.33%
0501 1 12.5% 0 0% 0 0% 0 0% 1 33.33%
0524 1 12.5% 0 0% 1 50% 0 0% 0 0%
0542 1 12.5% 0 0% 0 0% 1 50% 0 0%
284 1 12.5% 1 100% 0 0% 0 0% 0 0%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
Operator Code                    
3409 2 25% 0 0% 0 0% 0 0% 2 66.67%
5051 1 12.5% 0 0% 0 0% 0 0% 1 33.33%
9001 2 25% 0 0% 0 0% 2 100% 0 0%
basma 2 25% 0 0% 2 100% 0 0% 0 0%
بسمه 1 12.5% 1 100% 0 0% 0 0% 0 0%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
Emirate                    
Ras Al Khaimah 8 100% 1 100% 2 100% 2 100% 3 100%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
Site ID                    
47 5 62.5% 1 100% 2 100% 1 50% 1 33.33%
502 3 37.5% 0 0% 0 0% 1 50% 2 66.67%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
Number of Staff                    
1 2 25% 0 0% 0 0% 0 0% 2 66.67%
2 2 25% 0 0% 2 100% 0 0% 0 0%
3 3 37.5% 0 0% 0 0% 2 100% 1 33.33%
5 1 12.5% 1 100% 0 0% 0 0% 0 0%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
CSA Name                    
3 37.5% 1 100% 0 0% 1 50% 1 33.33%
cant read 1 12.5% 0 0% 0 0% 0 0% 1 33.33%
cant read th name 1 12.5% 0 0% 1 50% 0 0% 0 0%
cant read the name 2 25% 0 0% 0 0% 1 50% 1 33.33%
recardo 1 12.5% 0 0% 1 50% 0 0% 0 0%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
CSA Number                    
8 100% 1 100% 2 100% 2 100% 3 100%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
Gender                    
Male 8 100% 1 100% 2 100% 2 100% 3 100%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
Height                    
Tall 2 25% 0 0% 0 0% 0 0% 2 66.67%
Medium 2 25% 0 0% 0 0% 2 100% 0 0%
Short 4 50% 1 100% 2 100% 0 0% 1 33.33%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
Built                    
Thin 2 25% 1 100% 0 0% 0 0% 1 33.33%
Medium 6 75% 0 0% 2 100% 2 100% 2 66.67%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
Spectacles                    
No 8 100% 1 100% 2 100% 2 100% 3 100%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
Beard                    
Yes 3 37.5% 1 100% 1 50% 0 0% 1 33.33%
No 5 62.5% 0 0% 1 50% 2 100% 2 66.67%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
Mustache                    
Yes 3 37.5% 1 100% 1 50% 0 0% 1 33.33%
No 5 62.5% 0 0% 1 50% 2 100% 2 66.67%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
Ethnic Groups                    
Filipino 3 37.5% 0 0% 2 100% 0 0% 1 33.33%
Indian 4 50% 0 0% 0 0% 2 100% 2 66.67%
Philipino 1 12.5% 1 100% 0 0% 0 0% 0 0%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
Other Ethnic Groups                    
8 100% 1 100% 2 100% 2 100% 3 100%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
Date                    
2011-10-07 1 12.5% 1 100% 0 0% 0 0% 0 0%
2012-02-27 1 12.5% 0 0% 1 50% 0 0% 0 0%
2012-03-14 1 12.5% 0 0% 1 50% 0 0% 0 0%
2012-06-04 1 12.5% 0 0% 0 0% 1 50% 0 0%
2012-07-31 1 12.5% 0 0% 0 0% 1 50% 0 0%
2012-08-22 1 12.5% 0 0% 0 0% 0 0% 1 33.33%
2012-09-14 1 12.5% 0 0% 0 0% 0 0% 1 33.33%
2012-09-21 1 12.5% 0 0% 0 0% 0 0% 1 33.33%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
Amount                    
49.00 1 12.5% 0 0% 0 0% 0 0% 1 33.33%
56.00 1 12.5% 1 100% 0 0% 0 0% 0 0%
70.00 1 12.5% 0 0% 1 50% 0 0% 0 0%
84.00 1 12.5% 0 0% 0 0% 1 50% 0 0%
89.00 2 25% 0 0% 0 0% 1 50% 1 33.33%
110.00 2 25% 0 0% 1 50% 0 0% 1 33.33%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
Number of Vehicles                    
0 1 12.5% 0 0% 0 0% 1 50% 0 0%
1 2 25% 0 0% 1 50% 0 0% 1 33.33%
2 1 12.5% 0 0% 1 50% 0 0% 0 0%
3 3 37.5% 1 100% 0 0% 0 0% 2 66.67%
6 1 12.5% 0 0% 0 0% 1 50% 0 0%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
Time In                    
2011-10-07 16:30:00 1 12.5% 1 100% 0 0% 0 0% 0 0%
2012-02-27 21:29:00 1 12.5% 0 0% 1 50% 0 0% 0 0%
2012-03-14 20:35:00 1 12.5% 0 0% 1 50% 0 0% 0 0%
2012-06-04 19:05:00 1 12.5% 0 0% 0 0% 1 50% 0 0%
2012-07-31 23:40:00 1 12.5% 0 0% 0 0% 1 50% 0 0%
2012-08-22 18:24:00 1 12.5% 0 0% 0 0% 0 0% 1 33.33%
2012-09-14 17:29:00 1 12.5% 0 0% 0 0% 0 0% 1 33.33%
2012-09-21 16:50:00 1 12.5% 0 0% 0 0% 0 0% 1 33.33%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
Time Out                    
2011-10-07 16:43:00 1 12.5% 1 100% 0 0% 0 0% 0 0%
2012-02-27 21:37:00 1 12.5% 0 0% 1 50% 0 0% 0 0%
2012-03-14 20:48:00 1 12.5% 0 0% 1 50% 0 0% 0 0%
2012-06-04 19:30:00 1 12.5% 0 0% 0 0% 1 50% 0 0%
2012-07-31 23:53:00 1 12.5% 0 0% 0 0% 1 50% 0 0%
2012-08-22 19:03:00 1 12.5% 0 0% 0 0% 0 0% 1 33.33%
2012-09-14 17:40:00 1 12.5% 0 0% 0 0% 0 0% 1 33.33%
2012-09-21 17:23:00 1 12.5% 0 0% 0 0% 0 0% 1 33.33%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
Time of Visit                    
13:01-17:00 2 25% 1 100% 0 0% 0 0% 1 33.33%
17:01-20:00 3 37.5% 0 0% 0 0% 1 50% 2 66.67%
20:01-24:00 3 37.5% 0 0% 2 100% 1 50% 0 0%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
1. Was there proper sign to the Lube changing bay?                    
Yes 8 100% 1 100% 2 100% 2 100% 3 100%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
2. Was the lube changing area clean and organized?                    
Yes 8 100% 1 100% 2 100% 2 100% 3 100%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
3. Was there any oil leaking and falling on to the floor of the lube bay ?                    
No 8 100% 1 100% 2 100% 2 100% 3 100%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
Comments                    
لايوجد اي تسربات 1 12.5% 1 100% 0 0% 0 0% 0 0%
4. Were the waiting area and table clean?                    
Yes 8 100% 1 100% 2 100% 2 100% 3 100%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
5. Was the television in the waiting room working?                    
Yes 4 50% 1 100% 0 0% 1 50% 2 66.67%
No 4 50% 0 0% 2 100% 1 50% 1 33.33%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
Comments                    
Tv was not working 2 25% 0 0% 0 0% 1 50% 1 33.33%
لا يعمل 1 12.5% 0 0% 1 50% 0 0% 0 0%
لم يعرض علي الانتظار في الغرفه 1 12.5% 0 0% 1 50% 0 0% 0 0%
6. Was the board displaying complimentary services neat and clean?                    
Yes 6 75% 1 100% 2 100% 1 50% 2 66.67%
N.A. 2 25% 0 0% 0 0% 1 50% 1 33.33%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
7. Was there any delay in approaching customers?                    
No 8 100% 1 100% 2 100% 2 100% 3 100%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
8. Were you greeted in a friendly manner (pleasant feeling)? If no, please describe behavior: Was it arrogant, without any expression, normal etc?..                    
Yes 5 62.5% 1 100% 0 0% 2 100% 2 66.67%
No 3 37.5% 0 0% 2 100% 0 0% 1 33.33%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
Comments                    
No greetings or did not wish 1 12.5% 0 0% 0 0% 0 0% 1 33.33%
لم يتم الترحيب بي ولم يبتسم 1 12.5% 0 0% 1 50% 0 0% 0 0%
لم يرحب بي ويتصف بالغرور 1 12.5% 0 0% 1 50% 0 0% 0 0%
9. Did he guide your vehicle for positioning at the stopper and asked you to switch the engine off?                    
Yes 8 100% 1 100% 2 100% 2 100% 3 100%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
10. When asked by customer, was the attendant knowledgeable of different grades of oil, filters and their relative benefits?                    
Yes 8 100% 1 100% 2 100% 2 100% 3 100%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
11. Did he offer the waiting area to you?                    
Yes 7 87.5% 1 100% 1 50% 2 100% 3 100%
No 1 12.5% 0 0% 1 50% 0 0% 0 0%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
Comments                    
لم يعرض علي الانتظار 1 12.5% 0 0% 1 50% 0 0% 0 0%
12. Did the staff thank you as you were leaving?                    
Yes 7 87.5% 1 100% 2 100% 2 100% 2 66.67%
No 1 12.5% 0 0% 0 0% 0 0% 1 33.33%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
Comments                    
Did not say anything 1 12.5% 0 0% 0 0% 0 0% 1 33.33%
13. Was the uniform of the attendant neat and tidy?                    
Yes 7 87.5% 0 0% 2 100% 2 100% 3 100%
No 1 12.5% 1 100% 0 0% 0 0% 0 0%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
Comments                    
غير انيق 1 12.5% 1 100% 0 0% 0 0% 0 0%
14. Was the attendant wearing visible nametag?                    
Yes 5 62.5% 0 0% 2 100% 1 50% 2 66.67%
No 3 37.5% 1 100% 0 0% 1 50% 1 33.33%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
Comments                    
Could not read the name or not clear or not visible or small letters so not visible 3 37.5% 0 0% 0 0% 1 50% 2 66.67%
No name tag 2 25% 0 0% 0 0% 1 50% 1 33.33%
recardo 1 12.5% 0 0% 1 50% 0 0% 0 0%
لا استطيع قراءة الاسم 1 12.5% 0 0% 1 50% 0 0% 0 0%
لايرتدي بطاقه 1 12.5% 1 100% 0 0% 0 0% 0 0%
15. Was he able to communicate with customer ?                    
Yes 8 100% 1 100% 2 100% 2 100% 3 100%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
16. Was staff courteous / friendly?                    
Yes 8 100% 1 100% 2 100% 2 100% 3 100%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
17. Did attendant check whether you need top up or complete oil change?                    
Yes 8 100% 1 100% 2 100% 2 100% 3 100%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
18. Did attendant check with you whether only oil is to be changed or oil with filter?                    
Yes 8 100% 1 100% 2 100% 2 100% 3 100%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
19. Did he check using gauge the quantity required to be topped up and informed you?                    
Yes 8 100% 1 100% 2 100% 2 100% 3 100%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
20. Did the attendant check for oil leakages under your car from filter and drain bolt?                    
Yes 8 100% 1 100% 2 100% 2 100% 3 100%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
21. Did the attendant drain the used oil completely from your car?                    
Yes 7 87.5% 0 0% 2 100% 2 100% 3 100%
No 1 12.5% 1 100% 0 0% 0 0% 0 0%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
Comments                    
لم يسالني ان كنت اريد غسيل المحرك 1 12.5% 1 100% 0 0% 0 0% 0 0%
22. Did he ask whether you want the engine to be flushed and did it if you agreed?                    
Yes 7 87.5% 1 100% 1 50% 2 100% 3 100%
No 1 12.5% 0 0% 1 50% 0 0% 0 0%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
Comments                    
لم يسألني ان كنت اريد غسيل المحرك 1 12.5% 0 0% 1 50% 0 0% 0 0%
23. Did the attendant fill the correct grade as you requested?                    
Yes 8 100% 1 100% 2 100% 2 100% 3 100%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
24. Did he request you to start engine and leave it running for one and a half minutes?                    
Yes 8 100% 1 100% 2 100% 2 100% 3 100%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
25. Did the attendant ensure that the carter bolt is tightened and there are no leaks?                    
Yes 8 100% 1 100% 2 100% 2 100% 3 100%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
31a. Battery Water top up                    
Yes 7 87.5% 0 0% 2 100% 2 100% 3 100%
No 1 12.5% 1 100% 0 0% 0 0% 0 0%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
31b. Coolant Water top up                    
Yes 8 100% 1 100% 2 100% 2 100% 3 100%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
31c. Auto Transmission Fluid top up                    
Yes 7 87.5% 0 0% 2 100% 2 100% 3 100%
N.A. 1 12.5% 1 100% 0 0% 0 0% 0 0%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
31d. Brake Fluid top up                    
Yes 7 87.5% 0 0% 2 100% 2 100% 3 100%
No 1 12.5% 1 100% 0 0% 0 0% 0 0%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
31e. Gear Oil top up                    
Yes 7 87.5% 0 0% 2 100% 2 100% 3 100%
No 1 12.5% 1 100% 0 0% 0 0% 0 0%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
31f. Air filter cleaning                    
Yes 8 100% 1 100% 2 100% 2 100% 3 100%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
31g. Wiper Water top up                    
Yes 8 100% 1 100% 2 100% 2 100% 3 100%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
31h. Clean engine using air gun                    
Yes 8 100% 1 100% 2 100% 2 100% 3 100%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
27. Were any of your questions related to lube change answered?                    
Yes 8 100% 1 100% 2 100% 2 100% 3 100%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
28. Did the staff place the mileage sticker in the car ?                    
Yes 8 100% 1 100% 2 100% 2 100% 3 100%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
29. Were you offered a receipt voluntarily?                    
Yes 6 75% 1 100% 2 100% 1 50% 2 66.67%
No 2 25% 0 0% 0 0% 1 50% 1 33.33%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
Comments                    
I had to ask for the reciept 2 25% 0 0% 0 0% 1 50% 1 33.33%
30a. Were they adequately stocked with all necessary supplies such as soap?                    
Yes 6 75% 0 0% 1 50% 2 100% 3 100%
No 1 12.5% 0 0% 1 50% 0 0% 0 0%
Total 7 100% 0 100% 2 100% 2 100% 3 100%
Comments                    
لا يوجد صابون 1 12.5% 0 0% 1 50% 0 0% 0 0%
30b. Were they adequately stocked with all necessary supplies such as toilet tissue?                    
Yes 7 87.5% 0 0% 2 100% 2 100% 3 100%
Total 7 100% 0 100% 2 100% 2 100% 3 100%
30c. Were they adequately stocked with all necessary supplies such as paper towels? (paper towels are not required where fully operational hand dryers exist)                    
Yes 2 25% 0 0% 2 100% 0 0% 0 0%
N.A. 5 62.5% 0 0% 0 0% 2 100% 3 100%
Total 7 100% 0 100% 2 100% 2 100% 3 100%
31a. Were sinks clean?                    
Yes 7 87.5% 0 0% 2 100% 2 100% 3 100%
Total 7 100% 0 100% 2 100% 2 100% 3 100%
31b. Were mirrors clean?                    
Yes 7 87.5% 0 0% 2 100% 2 100% 3 100%
Total 7 100% 0 100% 2 100% 2 100% 3 100%
31c. Were hand dryers clean?                    
Yes 7 87.5% 0 0% 2 100% 2 100% 3 100%
Total 7 100% 0 100% 2 100% 2 100% 3 100%
31d. Were dispensers clean?                    
Yes 7 87.5% 0 0% 2 100% 2 100% 3 100%
Total 7 100% 0 100% 2 100% 2 100% 3 100%
31e. Were toilets and urinals clean?                    
Yes 7 87.5% 0 0% 2 100% 2 100% 3 100%
Total 7 100% 0 100% 2 100% 2 100% 3 100%
32a. Were doors clean?                    
Yes 7 87.5% 0 0% 2 100% 2 100% 3 100%
Total 7 100% 0 100% 2 100% 2 100% 3 100%
32b. Were walls clean?                    
Yes 7 87.5% 0 0% 2 100% 2 100% 3 100%
Total 7 100% 0 100% 2 100% 2 100% 3 100%
32c. Were ceiling clean?                    
Yes 7 87.5% 0 0% 2 100% 2 100% 3 100%
Total 7 100% 0 100% 2 100% 2 100% 3 100%
32d. Were vents clean?                    
Yes 7 87.5% 0 0% 2 100% 2 100% 3 100%
Total 7 100% 0 100% 2 100% 2 100% 3 100%
32e. Were floors clean?                    
Yes 7 87.5% 0 0% 2 100% 2 100% 3 100%
Total 7 100% 0 100% 2 100% 2 100% 3 100%
32f. Were baseboards clean?                    
Yes 7 87.5% 0 0% 2 100% 2 100% 3 100%
Total 7 100% 0 100% 2 100% 2 100% 3 100%
32g. Were grout clean?                    
Yes 7 87.5% 0 0% 2 100% 2 100% 3 100%
Total 7 100% 0 100% 2 100% 2 100% 3 100%
33a. Were trash containers clean?                    
Yes 7 87.5% 0 0% 2 100% 2 100% 3 100%
Total 7 100% 0 100% 2 100% 2 100% 3 100%
33b. Were trash containers not overflowing?                    
Yes 7 87.5% 0 0% 2 100% 2 100% 3 100%
Total 7 100% 0 100% 2 100% 2 100% 3 100%
34. Was the restroom smelling clean & fresh (without any offensive odor) ?                    
Yes 7 87.5% 0 0% 2 100% 2 100% 3 100%
N.A. 1 12.5% 1 100% 0 0% 0 0% 0 0%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
35. Were all the facilities inside the restroom in good working condition ?                    
Yes 7 87.5% 0 0% 2 100% 2 100% 3 100%
N.A. 1 12.5% 1 100% 0 0% 0 0% 0 0%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
36. Was the Mosque premises clean ?                    
N.A. 8 100% 1 100% 2 100% 2 100% 3 100%
Total 8 100% 1 100% 2 100% 2 100% 3 100%
OVER ALL COMMENTS                    
كان حمام الرجال مغلق وذالك لانشغاله لفتره طويله جدا 1 12.5% 1 100% 0 0% 0 0% 0 0%