| |
|
|
| |
PROJECT : ELARA - (Forecourt) |
|
| |
|
|
| |
| |
Adnoc |
|
|
Eppco - Enoc |
|
 |
Emarat |
|
|
|
| |
|
|
| |
|
| |
Shopper
ID |
: |
1009 |
Serial No: |
: |
0771 |
|
| |
Staff Info |
|
|
Operator Code: |
: |
5051 |
|
| |
CSA Name |
|
SALIM |
CSA Number |
|
|
| |
Gender |
: |
Male |
Emirate |
: |
Ajman |
|
| |
Height |
: |
Medium |
Site ID |
: |
414 (10036 - Al Maqam) |
|
| |
Built |
: |
M |
# of Staff |
: |
3 |
|
| |
Spectacles |
: |
No |
Date |
: |
14 Apr 2012 (dd-mm-yyyy) |
|
| |
Beard |
: |
No |
Amount (Dhs) |
: |
50.00 |
|
| |
Mustache |
: |
Yes |
# of Vehicles |
: |
1 |
|
| |
|
|
|
Time In |
: |
20 :
10 ( hh:mm) |
|
| |
Ethnic Groups |
: |
Indian |
Time Out |
: |
20 :
17 ( hh:mm) |
|
| |
Other Ethnic Groups |
: |
|
Time of Visit |
: |
20:01-24:00 |
|
|
|
| |
|
|
| |
| |
1. APPROACH |
| |
Scores |
Critical
Areas |
Yes |
No |
N.A. |
|
| |
N.A. |
| 1. |
Was
signage visible from distance of 500 meters and well maintained?
Can be included only in first run |
|
|
|
|
|
|
|
| |
2 |
| 2. |
Were
lights working and in good condition at the approach? |
|
ONE OF THE LIGHT WAS NOT WORKING |
|
|
|
|
|
| |
2 |
| 3. |
Were
the lights working and in good condition at the forecourt
area? |
|
|
|
|
|
|
|
| |
4 |
| 4. |
Was
filling area / forecourt clean and tidy? |
|
|
|
|
|
|
|
| |
2 |
| 5. |
Were
the driveway and forecourt free of potholes and well maintained? |
|
|
|
|
|
|
|
| |
|
|
|
|
|
|
|
|
| |
|
|
| |
| |
2. GREETINGS |
| |
Scores |
Critical
Areas |
Yes |
No |
N.A. |
|
| |
5 |
| 6. |
Was
there any delay in approaching customers at the fuel pump |
|
|
|
|
|
|
|
| |
5 |
| 7. |
Did
the staff approach the driver side of the vehicle? |
|
HE CAME THE PASSENGER SIDE |
|
|
|
|
|
| |
5 |
| 8. |
Were
you greeted in a friendly manner (pleasant feeling)? |
| |
If no, please
describe behavior: Was it arrogant, without any expression,
normal etc…. |
|
NORMAL BUT NO GREETINGS |
|
|
|
|
|
| |
4 |
| 9. |
Did
they request customers to quit smoking? |
|
|
|
|
|
|
|
| |
5 |
| 10. |
Did
the staff thank you as you were leaving? |
|
|
|
|
|
|
|
| |
|
|
|
|
|
|
|
|
| |
|
|
| |
| |
3. APPEARANCE AND BEHAVIOR OF STAFF |
| |
Scores |
Critical
Areas |
Yes |
No |
N.A. |
|
| |
5 |
| 11. |
Was
the filling staff presentable and well groomed? |
|
|
|
|
|
|
|
| |
4 |
| 12. |
Was
he able to communicate with customer? |
|
|
|
|
|
|
|
| |
5 |
| 13. |
Was
the attendant wearing visible nametag? |
|
|
|
|
|
|
|
| |
6 |
| 14. |
Was
staff courteous / friendly? |
|
|
|
|
|
|
|
| |
|
|
|
|
|
|
|
|
| |
|
|
| |
| |
4. SERVICE |
| |
Scores |
Critical
Areas |
Yes |
No |
N.A. |
|
| |
2 |
| 15. |
Did
he follow the instructions on the Rahal (Fuel Card)? |
|
|
|
|
|
|
|
| |
6 |
| 16. |
Did
he confirm and repeat amount and type of fuel? |
|
|
|
|
|
|
|
| |
6 |
| 17. |
Did
he fuel as per customer’s instructions - Dhs? |
|
|
|
|
|
|
|
| |
5 |
| 18. |
Did
he offer to clean windscreen voluntarily? (front & back)
|
|
DID NOT OFFER |
|
|
|
|
|
| |
5 |
| 19. |
Were
you charged the correct amount? |
|
|
|
|
|
|
|
| |
6 |
| 20. |
Were
you given correct change? |
|
|
|
|
|
|
|
| |
|
| 21. |
Did
he provide information about any promotions at Service Station?
(only in case of active promotion) |
|
|
|
|
|
|
|
| |
|
|
|
|
|
|
|
|
| |
|
|
| |
| |
5. REST ROOMS |
| |
Scores |
Critical
Areas |
Yes |
No |
N.A. |
|
| |
3 |
| 22a. |
Were
they adequately stocked with all necessary supplies such as
soap? |
|
NO SOAP |
|
|
|
|
|
| |
| 22b. |
Were
they adequately stocked with all necessary supplies such as
toilet tissue? |
|
|
|
|
|
|
|
| |
| 22c. |
Were
they adequately stocked with all necessary supplies such as
paper towels?
(paper towels are not required where fully operational hand
dryers exist) |
|
|
|
|
|
|
|
| |
3 |
|
|
|
|
|
| |
| 23b. |
Were
mirrors clean? |
|
NO MIRROR |
|
|
|
|
|
| |
| 23c. |
Were
hand dryers clean? |
|
NO HAND DRYERS |
|
|
|
|
|
| |
| 23d. |
Were
dispensers clean? |
|
NO DISPENSER |
|
|
|
|
|
| |
| 23e. |
Were
toilets and urinals clean? |
|
|
|
|
|
|
|
| |
2 |
|
|
|
|
|
| |
|
|
|
|
|
| |
|
|
|
|
|
| |
|
|
|
|
|
| |
| 24e. |
Were
floors clean? |
|
DIRTY AND WET |
|
|
|
|
|
| |
| 24f. |
Were
baseboards clean? |
|
|
|
|
|
|
|
| |
|
|
|
|
|
| |
2 |
| 25a. |
Were
trash containers clean? |
|
|
|
|
|
|
|
| |
| 25b. |
Were
trash containers not overflowing? |
|
|
|
|
|
|
|
| |
2 |
| 26. |
Was
the restroom smelling clean & fresh (without any offensive
odor) ? |
|
BAD SMELL |
|
|
|
|
|
| |
2 |
| 27. |
Were
all the facilities inside the restroom in good working condition
? |
|
|
|
|
|
|
|
| |
2 |
| 28. |
Was
the Mosque premises clean ? |
|
|
|
|
|
|
|
| |
|
|
|
|
|
|
|
|
| |
|
|
| |
|
|
| |
|
|
| |
| |
COMMENTS |
| |
NO TRASH CONTAINERS TO BE SEEN,REST ROOM VERY DIRTY.NO MIRROR,HAND DRYER AND DISPENSER AVAILABLE |
|
| |
|
|
|
|
|
|
| |
| Critical
Areas |
|
Achieved
Score
(%) |
| Approach | : |
80.0 |
| Greetings | : |
50.0 |
| Appearance | : |
100.0 |
| Service | : |
77.3 |
| Rest Rooms | : |
16.7
|
| Total | : |
67.9 |
|
|
|
| |
|
|
|
|
|
|
|
|
| |
|
|
| |
|
|
| |
|
|
| |
|
|
