Company: Adnoc

Filter: Company: Adnoc + Service: Lube + Site: 996-Saih Bin Ammar-AD/AA Rd

Sample Size:  5

Questions Total Samples Quarter 1 Quarter 2 Quarter 3 Quarter 4
  Abs Percentage Abs Percentage Abs Percentage Abs Percentage Abs Percentage
Language                    
ar 2 40% 0 0% 1 100% 1 100% 0 0%
en 3 60% 2 100% 0 0% 0 0% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
Company                    
Adnoc 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
Shopper ID                    
146 1 20% 0 0% 1 100% 0 0% 0 0%
150 1 20% 1 50% 0 0% 0 0% 0 0%
166 1 20% 1 50% 0 0% 0 0% 0 0%
1036 1 20% 0 0% 0 0% 1 100% 0 0%
2031 1 20% 0 0% 0 0% 0 0% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
Serial No                    
0287 1 20% 0 0% 1 100% 0 0% 0 0%
0290 1 20% 0 0% 0 0% 1 100% 0 0%
0308 1 20% 0 0% 0 0% 0 0% 1 100%
136 1 20% 1 50% 0 0% 0 0% 0 0%
208 1 20% 1 50% 0 0% 0 0% 0 0%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
Operator Code                    
1 20% 1 50% 0 0% 0 0% 0 0%
172 1 20% 1 50% 0 0% 0 0% 0 0%
3409 1 20% 0 0% 0 0% 0 0% 1 100%
5051 2 40% 0 0% 1 100% 1 100% 0 0%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
Emirate                    
Al Ain 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
Site ID                    
168 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
Number of Staff                    
1 1 20% 0 0% 0 0% 0 0% 1 100%
2 2 40% 1 50% 0 0% 1 100% 0 0%
3 1 20% 0 0% 1 100% 0 0% 0 0%
7 1 20% 1 50% 0 0% 0 0% 0 0%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
CSA Name                    
ASHRAF 1 20% 0 0% 0 0% 1 100% 0 0%
SAHIB 1 20% 0 0% 1 100% 0 0% 0 0%
SHEIAZ 1 20% 1 50% 0 0% 0 0% 0 0%
cant read 1 20% 0 0% 0 0% 0 0% 1 100%
rehman 1 20% 1 50% 0 0% 0 0% 0 0%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
CSA Number                    
3 60% 1 50% 0 0% 1 100% 1 100%
3877 1 20% 1 50% 0 0% 0 0% 0 0%
8979 1 20% 0 0% 1 100% 0 0% 0 0%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
Gender                    
Male 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
Height                    
Tall 2 40% 1 50% 0 0% 0 0% 1 100%
Medium 3 60% 1 50% 1 100% 1 100% 0 0%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
Built                    
Medium 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
Spectacles                    
Yes 1 20% 0 0% 0 0% 0 0% 1 100%
No 4 80% 2 100% 1 100% 1 100% 0 0%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
Beard                    
Yes 2 40% 1 50% 0 0% 0 0% 1 100%
No 3 60% 1 50% 1 100% 1 100% 0 0%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
Mustache                    
Yes 1 20% 1 50% 0 0% 0 0% 0 0%
No 4 80% 1 50% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
Ethnic Groups                    
Indian 4 80% 2 100% 1 100% 0 0% 1 100%
Others 1 20% 0 0% 0 0% 1 100% 0 0%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
Other Ethnic Groups                    
5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
Date                    
2011-10-07 1 20% 1 50% 0 0% 0 0% 0 0%
2011-10-15 1 20% 1 50% 0 0% 0 0% 0 0%
2012-02-29 1 20% 0 0% 1 100% 0 0% 0 0%
2012-07-09 1 20% 0 0% 0 0% 1 100% 0 0%
2012-09-06 1 20% 0 0% 0 0% 0 0% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
Amount                    
56.00 1 20% 0 0% 0 0% 0 0% 1 100%
80.00 1 20% 0 0% 1 100% 0 0% 0 0%
84.00 1 20% 1 50% 0 0% 0 0% 0 0%
89.00 2 40% 1 50% 0 0% 1 100% 0 0%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
Number of Vehicles                    
0 1 20% 0 0% 0 0% 0 0% 1 100%
1 3 60% 1 50% 1 100% 1 100% 0 0%
16 1 20% 1 50% 0 0% 0 0% 0 0%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
Time In                    
2011-10-07 18:10:00 1 20% 1 50% 0 0% 0 0% 0 0%
2011-10-15 14:20:00 1 20% 1 50% 0 0% 0 0% 0 0%
2012-02-29 09:25:00 1 20% 0 0% 1 100% 0 0% 0 0%
2012-07-09 20:26:00 1 20% 0 0% 0 0% 1 100% 0 0%
2012-09-06 20:40:00 1 20% 0 0% 0 0% 0 0% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
Time Out                    
2011-10-07 18:55:00 1 20% 1 50% 0 0% 0 0% 0 0%
2011-10-15 15:00:00 1 20% 1 50% 0 0% 0 0% 0 0%
2012-02-29 09:50:00 1 20% 0 0% 1 100% 0 0% 0 0%
2012-07-09 20:45:00 1 20% 0 0% 0 0% 1 100% 0 0%
2012-09-06 20:55:00 1 20% 0 0% 0 0% 0 0% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
Time of Visit                    
07:00-10:00 1 20% 0 0% 1 100% 0 0% 0 0%
13:01-17:00 1 20% 1 50% 0 0% 0 0% 0 0%
17:01-20:00 1 20% 1 50% 0 0% 0 0% 0 0%
20:01-24:00 2 40% 0 0% 0 0% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
1. Was there proper sign to the Lube changing bay?                    
Yes 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
2. Was the lube changing area clean and organized?                    
Yes 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
3. Was there any oil leaking and falling on to the floor of the lube bay ?                    
No 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
4. Were the waiting area and table clean?                    
Yes 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
5. Was the television in the waiting room working?                    
Yes 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
6. Was the board displaying complimentary services neat and clean?                    
Yes 4 80% 2 100% 1 100% 0 0% 1 100%
N.A. 1 20% 0 0% 0 0% 1 100% 0 0%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
7. Was there any delay in approaching customers?                    
No 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
8. Were you greeted in a friendly manner (pleasant feeling)? If no, please describe behavior: Was it arrogant, without any expression, normal etc?..                    
Yes 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
9. Did he guide your vehicle for positioning at the stopper and asked you to switch the engine off?                    
Yes 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
10. When asked by customer, was the attendant knowledgeable of different grades of oil, filters and their relative benefits?                    
Yes 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
11. Did he offer the waiting area to you?                    
Yes 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
12. Did the staff thank you as you were leaving?                    
Yes 4 80% 2 100% 0 0% 1 100% 1 100%
No 1 20% 0 0% 1 100% 0 0% 0 0%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
Comments                    
DID NOT SAY ANYTHING 1 20% 0 0% 1 100% 0 0% 0 0%
13. Was the uniform of the attendant neat and tidy?                    
Yes 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
14. Was the attendant wearing visible nametag?                    
Yes 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
Comments                    
Could not read the name or not clear or not visible or small letters so not visible 1 20% 0 0% 0 0% 0 0% 1 100%
15. Was he able to communicate with customer ?                    
Yes 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
16. Was staff courteous / friendly?                    
Yes 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
17. Did attendant check whether you need top up or complete oil change?                    
Yes 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
18. Did attendant check with you whether only oil is to be changed or oil with filter?                    
Yes 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
19. Did he check using gauge the quantity required to be topped up and informed you?                    
Yes 4 80% 1 50% 1 100% 1 100% 1 100%
Total 4 100% 1 100% 1 100% 1 100% 1 100%
20. Did the attendant check for oil leakages under your car from filter and drain bolt?                    
Yes 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
21. Did the attendant drain the used oil completely from your car?                    
Yes 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
22. Did he ask whether you want the engine to be flushed and did it if you agreed?                    
Yes 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
23. Did the attendant fill the correct grade as you requested?                    
Yes 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
24. Did he request you to start engine and leave it running for one and a half minutes?                    
Yes 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
25. Did the attendant ensure that the carter bolt is tightened and there are no leaks?                    
Yes 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
31a. Battery Water top up                    
Yes 4 80% 1 50% 1 100% 1 100% 1 100%
N.A. 1 20% 1 50% 0 0% 0 0% 0 0%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
31b. Coolant Water top up                    
Yes 4 80% 1 50% 1 100% 1 100% 1 100%
N.A. 1 20% 1 50% 0 0% 0 0% 0 0%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
31c. Auto Transmission Fluid top up                    
Yes 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
31d. Brake Fluid top up                    
Yes 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
31e. Gear Oil top up                    
Yes 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
31f. Air filter cleaning                    
Yes 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
31g. Wiper Water top up                    
Yes 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
31h. Clean engine using air gun                    
Yes 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
27. Were any of your questions related to lube change answered?                    
Yes 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
28. Did the staff place the mileage sticker in the car ?                    
Yes 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
29. Were you offered a receipt voluntarily?                    
Yes 4 80% 2 100% 1 100% 0 0% 1 100%
N.A. 1 20% 0 0% 0 0% 1 100% 0 0%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
30a. Were they adequately stocked with all necessary supplies such as soap?                    
Yes 3 60% 0 0% 1 100% 1 100% 1 100%
Total 3 100% 0 100% 1 100% 1 100% 1 100%
30b. Were they adequately stocked with all necessary supplies such as toilet tissue?                    
Yes 3 60% 0 0% 1 100% 1 100% 1 100%
Total 3 100% 0 100% 1 100% 1 100% 1 100%
30c. Were they adequately stocked with all necessary supplies such as paper towels? (paper towels are not required where fully operational hand dryers exist)                    
N.A. 3 60% 0 0% 1 100% 1 100% 1 100%
Total 3 100% 0 100% 1 100% 1 100% 1 100%
31a. Were sinks clean?                    
Yes 3 60% 0 0% 1 100% 1 100% 1 100%
Total 3 100% 0 100% 1 100% 1 100% 1 100%
31b. Were mirrors clean?                    
Yes 3 60% 0 0% 1 100% 1 100% 1 100%
Total 3 100% 0 100% 1 100% 1 100% 1 100%
31c. Were hand dryers clean?                    
Yes 3 60% 0 0% 1 100% 1 100% 1 100%
Total 3 100% 0 100% 1 100% 1 100% 1 100%
31d. Were dispensers clean?                    
Yes 3 60% 0 0% 1 100% 1 100% 1 100%
Total 3 100% 0 100% 1 100% 1 100% 1 100%
31e. Were toilets and urinals clean?                    
Yes 3 60% 0 0% 1 100% 1 100% 1 100%
Total 3 100% 0 100% 1 100% 1 100% 1 100%
32a. Were doors clean?                    
Yes 3 60% 0 0% 1 100% 1 100% 1 100%
Total 3 100% 0 100% 1 100% 1 100% 1 100%
32b. Were walls clean?                    
Yes 3 60% 0 0% 1 100% 1 100% 1 100%
Total 3 100% 0 100% 1 100% 1 100% 1 100%
32c. Were ceiling clean?                    
Yes 3 60% 0 0% 1 100% 1 100% 1 100%
Total 3 100% 0 100% 1 100% 1 100% 1 100%
32d. Were vents clean?                    
Yes 3 60% 0 0% 1 100% 1 100% 1 100%
Total 3 100% 0 100% 1 100% 1 100% 1 100%
32e. Were floors clean?                    
Yes 3 60% 0 0% 1 100% 1 100% 1 100%
Total 3 100% 0 100% 1 100% 1 100% 1 100%
32f. Were baseboards clean?                    
Yes 3 60% 0 0% 1 100% 1 100% 1 100%
Total 3 100% 0 100% 1 100% 1 100% 1 100%
32g. Were grout clean?                    
Yes 3 60% 0 0% 1 100% 1 100% 1 100%
Total 3 100% 0 100% 1 100% 1 100% 1 100%
33a. Were trash containers clean?                    
Yes 3 60% 0 0% 1 100% 1 100% 1 100%
Total 3 100% 0 100% 1 100% 1 100% 1 100%
33b. Were trash containers not overflowing?                    
Yes 3 60% 0 0% 1 100% 1 100% 1 100%
Total 3 100% 0 100% 1 100% 1 100% 1 100%
34. Was the restroom smelling clean & fresh (without any offensive odor) ?                    
Yes 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
35. Were all the facilities inside the restroom in good working condition ?                    
Yes 5 100% 2 100% 1 100% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%
36. Was the Mosque premises clean ?                    
Yes 1 20% 0 0% 1 100% 0 0% 0 0%
N.A. 4 80% 2 100% 0 0% 1 100% 1 100%
Total 5 100% 2 100% 1 100% 1 100% 1 100%