Company: Adnoc

Filter: Company: Adnoc + Service: Lube + Site Manager Number: 907838

Sample Size:  23

Questions Total Samples 913 - AL KHALIDIYA969 - SOUQ AL BATEEN933 - AL CORNICHE928 - AL NASSER922 - AL KHALIDIYA
  Abs Percentage AbsPercentageAbsPercentageAbsPercentageAbsPercentageAbsPercentage
Language    
ar 13 56.52% 360250250480240
en 10 43.48% 240250250120360
Total 23 100% 5100%4100%4100%5100%5100%
Company    
Adnoc 23 100% 51004100410051005100
Total 23 100% 5100%4100%4100%5100%5100%
Shopper ID    
2 1 4.35% 00000012000
126 1 4.35% 00125000000
128 1 4.35% 00000000120
146 1 4.35% 00001250000
148 1 4.35% 12000000000
149 1 4.35% 12000000000
154 1 4.35% 00125000000
155 3 13.04% 0012500120120
167 1 4.35% 00001250000
1005 1 4.35% 12000000000
1042 1 4.35% 00125000000
1045 1 4.35% 00000012000
1047 1 4.35% 00000012000
1050 1 4.35% 00000000120
1054 1 4.35% 12000000000
1055 1 4.35% 00000012000
1057 1 4.35% 00000000120
1060 1 4.35% 00001250000
2028 1 4.35% 00001250000
2036 1 4.35% 00000000120
2105 1 4.35% 12000000000
Total 23 100% 5100%4100%4100%5100%5100%
Serial No    
0083 1 4.35% 12000000000
0086 1 4.35% 12000000000
0088 1 4.35% 12000000000
0116 1 4.35% 00000000120
0119 1 4.35% 00000000120
0122 1 4.35% 00000000120
0136 1 4.35% 00000012000
0139 2 8.7% 00000024000
0153 1 4.35% 00001250000
0156 1 4.35% 00001250000
0185 1 4.35% 00125000000
0189 1 4.35% 00125000000
0193 1 4.35% 00125000000
0504 1 4.35% 12000000000
0506 1 4.35% 00000000120
0507 1 4.35% 00000012000
0557 1 4.35% 00001250000
115 1 4.35% 00125000000
160 1 4.35% 00001250000
622 1 4.35% 00000012000
632 1 4.35% 00000000120
96 1 4.35% 12000000000
Total 23 100% 5100%4100%4100%5100%5100%
Operator Code    
4 17.39% 12012512512000
15 1 4.35% 00000000120
3409 2 8.7% 120000000120
5051 13 56.52% 360250250480240
9001 1 4.35% 00125000000
basma 2 8.7% 000012500120
Total 23 100% 5100%4100%4100%5100%5100%
Emirate    
Abu Dhabi 23 100% 51004100410051005100
Total 23 100% 5100%4100%4100%5100%5100%
Site ID    
110 5 21.74% 510000000000
118 5 21.74% 000000005100
123 5 21.74% 000000510000
128 4 17.39% 000041000000
153 4 17.39% 004100000000
Total 23 100% 5100%4100%4100%5100%5100%
Number of Staff    
1 6 26.09% 120125125240120
2 9 39.13% 240250250240120
3 4 17.39% 2401250000120
4 3 13.04% 000000120240
9 1 4.35% 00001250000
Total 23 100% 5100%4100%4100%5100%5100%
CSA Name    
2 8.7% 001250000120
AHMED 1 4.35% 00001250000
ANTRY 1 4.35% 00125000000
HENDRY 1 4.35% 00125000000
HIJMATULLA 1 4.35% 00000000120
MIKEL 1 4.35% 00000012000
MOHD 1 4.35% 12000000000
MOHD SHAIFULAZAM 1 4.35% 12000000000
MOHD ULLANAZAM 1 4.35% 12000000000
RAHIM 1 4.35% 00001250000
ROY 3 13.04% 00000036000
ROY VICENCIO 1 4.35% 00000012000
X 3 13.04% 0012512500120
cant read 1 4.35% 12000000000
cant read the name 2 8.7% 000012500120
francis 1 4.35% 00000000120
mr x 1 4.35% 12000000000
Total 23 100% 5100%4100%4100%5100%5100%
CSA Number    
22 95.65% 5100410041004805100
7050 1 4.35% 00000012000
Total 23 100% 5100%4100%4100%5100%5100%
Gender    
Male 22 95.65% 5100375410051005100
Female 1 4.35% 00125000000
Total 23 100% 5100%4100%4100%5100%5100%
Height    
Tall 4 17.39% 000025000240
Medium 14 60.87% 5100250125360360
Short 5 21.74% 0025012524000
Total 23 100% 5100%4100%4100%5100%5100%
Built    
Thin 1 4.35% 00001250000
Medium 21 91.3% 510041003754805100
Fat 1 4.35% 00000012000
Total 23 100% 5100%4100%4100%5100%5100%
Spectacles    
Yes 3 13.04% 36000000000
No 20 86.96% 2404100410051005100
Total 23 100% 5100%4100%4100%5100%5100%
Beard    
Yes 3 13.04% 240000000120
No 20 86.96% 360410041005100480
Total 23 100% 5100%4100%4100%5100%5100%
Mustache    
Yes 4 17.39% 2400012500120
No 19 82.61% 36041003755100480
Total 23 100% 5100%4100%4100%5100%5100%
Ethnic Groups    
Expat Arabs 1 4.35% 00001250000
Expat. Arabs 1 4.35% 00001250000
Filipino 8 34.78% 0025000480240
Indian 6 26.09% 3600025000120
Others 5 21.74% 2402500000120
Philipino 2 8.7% 000000120120
Total 23 100% 5100%4100%4100%5100%5100%
Other Ethnic Groups    
19 82.61% 48025037551005100
ARABIC 1 4.35% 00001250000
BENGALI 1 4.35% 12000000000
INDONASIAN 1 4.35% 00125000000
Indonasian 1 4.35% 00125000000
Total 23 100% 5100%4100%4100%5100%5100%
Date    
2011-10-02 1 4.35% 12000000000
2011-10-04 1 4.35% 00125000000
2011-10-08 1 4.35% 00001250000
2011-12-08 1 4.35% 00000012000
2011-12-11 1 4.35% 00000000120
2012-03-02 1 4.35% 00000012000
2012-03-03 1 4.35% 00125000000
2012-03-08 2 8.7% 000000120120
2012-03-15 1 4.35% 12000000000
2012-03-23 1 4.35% 00001250000
2012-04-09 1 4.35% 00000000120
2012-04-18 1 4.35% 12000000000
2012-06-06 1 4.35% 00001250000
2012-06-19 1 4.35% 00125000000
2012-06-20 1 4.35% 00000012000
2012-07-08 1 4.35% 12000000000
2012-07-18 1 4.35% 00000000120
2012-09-03 1 4.35% 00125000000
2012-09-04 1 4.35% 00000012000
2012-09-20 1 4.35% 12000000000
2012-09-28 2 8.7% 000012500120
Total 23 100% 5100%4100%4100%5100%5100%
Amount    
42.00 1 4.35% 00000012000
49.00 1 4.35% 00001250000
63.00 4 17.39% 1202500000120
70.00 1 4.35% 00000012000
75.00 1 4.35% 00001250000
76.00 1 4.35% 00125000000
80.00 1 4.35% 00000000120
81.00 2 8.7% 24000000000
84.00 1 4.35% 00001250000
89.00 6 26.09% 00125125120360
92.00 1 4.35% 12000000000
105.00 1 4.35% 00000012000
113.00 1 4.35% 12000000000
252.00 1 4.35% 00000012000
Total 23 100% 5100%4100%4100%5100%5100%
Number of Vehicles    
0 3 13.04% 1200012500120
1 6 26.09% 120125125240120
2 5 21.74% 1201250036000
3 4 17.39% 0012512500240
4 4 17.39% 2401250000120
22 1 4.35% 00001250000
Total 23 100% 5100%4100%4100%5100%5100%
Time In    
2011-10-02 05:10:00 1 4.35% 12000000000
2011-10-04 09:30:00 1 4.35% 00125000000
2011-10-08 18:40:00 1 4.35% 00001250000
2011-12-08 18:40:00 1 4.35% 00000012000
2011-12-11 15:40:00 1 4.35% 00000000120
2012-03-02 14:25:00 1 4.35% 00000012000
2012-03-03 20:28:00 1 4.35% 00125000000
2012-03-08 16:02:00 1 4.35% 00000012000
2012-03-08 16:10:00 1 4.35% 00000000120
2012-03-15 16:06:00 1 4.35% 12000000000
2012-03-23 22:40:00 1 4.35% 00001250000
2012-04-09 15:44:00 1 4.35% 00000000120
2012-04-18 10:40:00 1 4.35% 12000000000
2012-06-06 18:30:00 1 4.35% 00001250000
2012-06-19 12:30:00 1 4.35% 00125000000
2012-06-20 21:40:00 1 4.35% 00000012000
2012-07-08 17:51:00 1 4.35% 12000000000
2012-07-18 17:25:00 1 4.35% 00000000120
2012-09-03 19:10:00 1 4.35% 00125000000
2012-09-04 19:30:00 1 4.35% 00000012000
2012-09-20 20:10:00 1 4.35% 12000000000
2012-09-28 10:00:00 1 4.35% 00000000120
2012-09-28 18:05:00 1 4.35% 00001250000
Total 23 100% 5100%4100%4100%5100%5100%
Time Out    
2011-10-02 05:40:00 1 4.35% 12000000000
2011-10-04 09:58:00 1 4.35% 00125000000
2011-10-08 19:10:00 1 4.35% 00001250000
2011-12-08 19:14:00 1 4.35% 00000012000
2011-12-11 15:54:00 1 4.35% 00000000120
2012-03-02 14:52:00 1 4.35% 00000012000
2012-03-03 20:56:00 1 4.35% 00125000000
2012-03-08 16:27:00 1 4.35% 00000012000
2012-03-08 16:30:00 1 4.35% 00000000120
2012-03-15 16:25:00 1 4.35% 12000000000
2012-03-23 22:52:00 1 4.35% 00001250000
2012-04-09 15:55:00 1 4.35% 00000000120
2012-04-18 11:14:00 1 4.35% 12000000000
2012-06-06 18:55:00 1 4.35% 00001250000
2012-06-19 12:42:00 1 4.35% 00125000000
2012-06-20 22:27:00 1 4.35% 00000012000
2012-07-08 18:24:00 1 4.35% 12000000000
2012-07-18 17:50:00 1 4.35% 00000000120
2012-09-03 19:40:00 1 4.35% 00125000000
2012-09-04 20:03:00 1 4.35% 00000012000
2012-09-20 20:24:00 1 4.35% 12000000000
2012-09-28 10:08:00 1 4.35% 00000000120
2012-09-28 18:42:00 1 4.35% 00001250000
Total 23 100% 5100%4100%4100%5100%5100%
Time of Visit    
07:00-10:00 2 8.7% 120125000000
10:01-13:00 3 13.04% 1201250000120
13:01-17:00 6 26.09% 1200000240360
17:01-20:00 8 34.78% 120125375240120
20:01-24:00 4 17.39% 12012512512000
Total 23 100% 5100%4100%4100%5100%5100%
1. Was there proper sign to the Lube changing bay?    
Yes 23 100% 51004100410051005100
Total 23 100% 5100%4100%4100%5100%5100%
2. Was the lube changing area clean and organized?    
Yes 23 100% 51004100410051005100
Total 23 100% 5100%4100%4100%5100%5100%
3. Was there any oil leaking and falling on to the floor of the lube bay ?    
Yes 2 8.7% 00000000240
No 20 86.96% 510041003755100360
N.A. 1 4.35% 00001250000
Total 23 100% 5100%4100%4100%5100%5100%
4. Were the waiting area and table clean?    
Yes 23 100% 51004100410051005100
Total 23 100% 5100%4100%4100%5100%5100%
5. Was the television in the waiting room working?    
Yes 20 86.96% 360410041005100480
N.A. 3 13.04% 240000000120
Total 23 100% 5100%4100%4100%5100%5100%
6. Was the board displaying complimentary services neat and clean?    
Yes 21 91.3% 3604100410051005100
N.A. 2 8.7% 24000000000
Total 23 100% 5100%4100%4100%5100%5100%
7. Was there any delay in approaching customers?    
Yes 2 8.7% 000000120120
No 21 91.3% 510041004100480480
Total 23 100% 5100%4100%4100%5100%5100%
Comments    
Had to wait 1 4.35% 0 0% 0 0% 0 0% 0 0% 1 20%
8. Were you greeted in a friendly manner (pleasant feeling)? If no, please describe behavior: Was it arrogant, without any expression, normal etc?..    
Yes 17 73.91% 3603752504805100
No 6 26.09% 24012525012000
Total 23 100% 5100%4100%4100%5100%5100%
Comments    
NORMAL,NO GREETING 1 4.35% 1 20% 0 0% 0 0% 0 0% 0 0%
No greetings or did not wish 2 8.7% 0 0% 0 0% 1 25% 1 20% 0 0%
no greeting 1 4.35% 1 20% 0 0% 0 0% 0 0% 0 0%
normal 1 4.35% 0 0% 1 25% 0 0% 0 0% 0 0%
كان اسلوبه عادي جدا 1 4.35% 0 0% 0 0% 1 25% 0 0% 0 0%
9. Did he guide your vehicle for positioning at the stopper and asked you to switch the engine off?    
Yes 23 100% 51004100410051005100
Total 23 100% 5100%4100%4100%5100%5100%
10. When asked by customer, was the attendant knowledgeable of different grades of oil, filters and their relative benefits?    
Yes 23 100% 51004100410051005100
Total 23 100% 5100%4100%4100%5100%5100%
11. Did he offer the waiting area to you?    
Yes 18 78.26% 4803753753605100
No 5 21.74% 12012512524000
Total 23 100% 5100%4100%4100%5100%5100%
Comments    
Did not offer waiting area 5 21.74% 1 20% 1 25% 1 25% 2 40% 0 0%
12. Did the staff thank you as you were leaving?    
Yes 18 78.26% 4803752504805100
No 5 21.74% 12012525012000
Total 23 100% 5100%4100%4100%5100%5100%
Comments    
Did not say anything 1 4.35% 1 20% 0 0% 0 0% 0 0% 0 0%
No farewell greeting or no thank you when leaving 2 8.7% 0 0% 0 0% 1 25% 1 20% 0 0%
لم يشكرني 1 4.35% 0 0% 0 0% 1 25% 0 0% 0 0%
13. Was the uniform of the attendant neat and tidy?    
Yes 23 100% 51004100410051005100
Total 23 100% 5100%4100%4100%5100%5100%
14. Was the attendant wearing visible nametag?    
Yes 21 91.3% 510037541005100480
No 2 8.7% 001250000120
Total 23 100% 5100%4100%4100%5100%5100%
Comments    
COULD NOT READ NAME 1 4.35% 0 0% 0 0% 0 0% 0 0% 1 20%
COULD NOT READ THE NAME 1 4.35% 0 0% 1 25% 0 0% 0 0% 0 0%
Could not read the name or not clear or not visible or small letters so not visible 2 8.7% 1 20% 0 0% 1 25% 0 0% 0 0%
No name tag 2 8.7% 0 0% 1 25% 0 0% 0 0% 1 20%
could not read name 1 4.35% 1 20% 0 0% 0 0% 0 0% 0 0%
لا استطيع قراءة الاسم 2 8.7% 0 0% 0 0% 1 25% 0 0% 1 20%
15. Was he able to communicate with customer ?    
Yes 23 100% 51004100410051005100
Total 23 100% 5100%4100%4100%5100%5100%
16. Was staff courteous / friendly?    
Yes 23 100% 51004100410051005100
Total 23 100% 5100%4100%4100%5100%5100%
17. Did attendant check whether you need top up or complete oil change?    
Yes 23 100% 51004100410051005100
Total 23 100% 5100%4100%4100%5100%5100%
18. Did attendant check with you whether only oil is to be changed or oil with filter?    
Yes 22 95.65% 4804100410051005100
No 1 4.35% 12000000000
Total 23 100% 5100%4100%4100%5100%5100%
Comments    
Did not check anything 1 4.35% 1 20% 0 0% 0 0% 0 0% 0 0%
19. Did he check using gauge the quantity required to be topped up and informed you?    
Yes 22 95.65% 5100410037551005100
Total 22 100% 5100%4100%3100%5100%5100%
20. Did the attendant check for oil leakages under your car from filter and drain bolt?    
Yes 23 100% 51004100410051005100
Total 23 100% 5100%4100%4100%5100%5100%
21. Did the attendant drain the used oil completely from your car?    
Yes 23 100% 51004100410051005100
Total 23 100% 5100%4100%4100%5100%5100%
22. Did he ask whether you want the engine to be flushed and did it if you agreed?    
Yes 23 100% 51004100410051005100
Total 23 100% 5100%4100%4100%5100%5100%
23. Did the attendant fill the correct grade as you requested?    
Yes 23 100% 51004100410051005100
Total 23 100% 5100%4100%4100%5100%5100%
24. Did he request you to start engine and leave it running for one and a half minutes?    
Yes 23 100% 51004100410051005100
Total 23 100% 5100%4100%4100%5100%5100%
25. Did the attendant ensure that the carter bolt is tightened and there are no leaks?    
Yes 23 100% 51004100410051005100
Total 23 100% 5100%4100%4100%5100%5100%
31a. Battery Water top up    
Yes 21 91.3% 510037537551005100
N.A. 2 8.7% 001251250000
Total 23 100% 5100%4100%4100%5100%5100%
31b. Coolant Water top up    
Yes 22 95.65% 5100410037551005100
N.A. 1 4.35% 00001250000
Total 23 100% 5100%4100%4100%5100%5100%
31c. Auto Transmission Fluid top up    
Yes 22 95.65% 5100375410051005100
N.A. 1 4.35% 00125000000
Total 23 100% 5100%4100%4100%5100%5100%
31d. Brake Fluid top up    
Yes 22 95.65% 5100375410051005100
N.A. 1 4.35% 00125000000
Total 23 100% 5100%4100%4100%5100%5100%
31e. Gear Oil top up    
Yes 22 95.65% 5100375410051005100
N.A. 1 4.35% 00125000000
Total 23 100% 5100%4100%4100%5100%5100%
31f. Air filter cleaning    
Yes 23 100% 51004100410051005100
Total 23 100% 5100%4100%4100%5100%5100%
31g. Wiper Water top up    
Yes 23 100% 51004100410051005100
Total 23 100% 5100%4100%4100%5100%5100%
31h. Clean engine using air gun    
Yes 23 100% 51004100410051005100
Total 23 100% 5100%4100%4100%5100%5100%
27. Were any of your questions related to lube change answered?    
Yes 19 82.61% 4803754100480480
N.A. 4 17.39% 12012500120120
Total 23 100% 5100%4100%4100%5100%5100%
28. Did the staff place the mileage sticker in the car ?    
Yes 20 86.96% 48037537551005100
No 2 8.7% 120001250000
N.A. 1 4.35% 00125000000
Total 23 100% 5100%4100%4100%5100%5100%
Comments    
Did not put the sticker 2 8.7% 1 20% 0 0% 1 25% 0 0% 0 0%
29. Were you offered a receipt voluntarily?    
Yes 17 73.91% 480375250480480
No 6 26.09% 120125250120120
Total 23 100% 5100%4100%4100%5100%5100%
Comments    
Did not offer waiting area 1 4.35% 0 0% 0 0% 1 25% 0 0% 0 0%
I had to ask for the reciept 4 17.39% 1 20% 1 25% 0 0% 1 20% 1 20%
لم يعرض علي وصل استلام 1 4.35% 0 0% 0 0% 1 25% 0 0% 0 0%
30a. Were they adequately stocked with all necessary supplies such as soap?    
Yes 17 73.91% 360375375480480
No 1 4.35% 12000000000
Total 18 100% 4100%3100%3100%4100%4100%
Comments    
No soap 1 4.35% 1 20% 0 0% 0 0% 0 0% 0 0%
30b. Were they adequately stocked with all necessary supplies such as toilet tissue?    
Yes 16 69.57% 240375375480480
No 2 8.7% 24000000000
Total 18 100% 4100%3100%3100%4100%4100%
Comments    
NO TISSUE 1 4.35% 1 20% 0 0% 0 0% 0 0% 0 0%
No tissues 1 4.35% 1 20% 0 0% 0 0% 0 0% 0 0%
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 6 26.09% 120125125240120
No 1 4.35% 12000000000
N.A. 11 47.83% 240250250240360
Total 18 100% 4100%3100%3100%4100%4100%
Comments    
no paper towel 1 4.35% 1 20% 0 0% 0 0% 0 0% 0 0%
31a. Were sinks clean?    
Yes 18 78.26% 480375375480480
Total 18 100% 4100%3100%3100%4100%4100%
31b. Were mirrors clean?    
Yes 18 78.26% 480375375480480
Total 18 100% 4100%3100%3100%4100%4100%
31c. Were hand dryers clean?    
Yes 17 73.91% 360375375480480
N.A. 1 4.35% 12000000000
Total 18 100% 4100%3100%3100%4100%4100%
Comments    
No dryers 1 4.35% 1 20% 0 0% 0 0% 0 0% 0 0%
31d. Were dispensers clean?    
Yes 18 78.26% 480375375480480
Total 18 100% 4100%3100%3100%4100%4100%
31e. Were toilets and urinals clean?    
Yes 16 69.57% 240375375480480
No 2 8.7% 24000000000
Total 18 100% 4100%3100%3100%4100%4100%
Comments    
URINAL WAS DIRTY 1 4.35% 1 20% 0 0% 0 0% 0 0% 0 0%
Urinal was dirty 1 4.35% 1 20% 0 0% 0 0% 0 0% 0 0%
32a. Were doors clean?    
Yes 18 78.26% 480375375480480
Total 18 100% 4100%3100%3100%4100%4100%
32b. Were walls clean?    
Yes 18 78.26% 480375375480480
Total 18 100% 4100%3100%3100%4100%4100%
32c. Were ceiling clean?    
Yes 18 78.26% 480375375480480
Total 18 100% 4100%3100%3100%4100%4100%
32d. Were vents clean?    
Yes 18 78.26% 480375375480480
Total 18 100% 4100%3100%3100%4100%4100%
32e. Were floors clean?    
Yes 14 60.87% 240250375360480
No 4 17.39% 2401250012000
Total 18 100% 4100%3100%3100%4100%4100%
Comments    
FLOOR WAS WET AND DIRTY 1 4.35% 1 20% 0 0% 0 0% 0 0% 0 0%
Water on the floor 3 13.04% 1 20% 1 25% 0 0% 1 20% 0 0%
32f. Were baseboards clean?    
Yes 18 78.26% 480375375480480
Total 18 100% 4100%3100%3100%4100%4100%
32g. Were grout clean?    
Yes 18 78.26% 480375375480480
Total 18 100% 4100%3100%3100%4100%4100%
33a. Were trash containers clean?    
Yes 18 78.26% 480375375480480
Total 18 100% 4100%3100%3100%4100%4100%
33b. Were trash containers not overflowing?    
Yes 18 78.26% 480375375480480
Total 18 100% 4100%3100%3100%4100%4100%
34. Was the restroom smelling clean & fresh (without any offensive odor) ?    
Yes 21 91.3% 480410041004805100
No 2 8.7% 120000012000
Total 23 100% 5100%4100%4100%5100%5100%
Comments    
BAD SMELL 1 4.35% 1 20% 0 0% 0 0% 0 0% 0 0%
Bad smell 1 4.35% 0 0% 0 0% 0 0% 1 20% 0 0%
35. Were all the facilities inside the restroom in good working condition ?    
Yes 22 95.65% 5100410041005100480
N.A. 1 4.35% 00000000120
Total 23 100% 5100%4100%4100%5100%5100%
36. Was the Mosque premises clean ?    
Yes 4 17.39% 12012512512000
N.A. 19 82.61% 4803753754805100
Total 23 100% 5100%4100%4100%5100%5100%
OVER ALL COMMENTS    
CSA WAS WARING A NMAE TAG BUT COULD NOT READ THE NAME 1 4.35% 0 0% 0 0% 0 0% 0 0% 1 20%
CSA WAS WEARING A NAME TAG BUT COULD NOT READ THE NAME. 1 4.35% 0 0% 1 25% 0 0% 0 0% 0 0%