Pan Arab Research Center   Language:
 
 
 
     
  PROJECT : ELARA - (Forecourt)  
     
 
Adnoc      Eppco - Enoc     Emarat
 
     
 
   Shopper ID : 128 Serial No: : 0087
  Staff Info     Operator Code: : 9001
  CSA Name   mark CSA Number   12634
  Gender : Male Emirate : Abu Dhabi
  Height : Small Site ID : 111 (914 - ZAYED STADIUM)
  Built : M # of Staff : 4
  Spectacles : No Date : 12 Jul 2012  (dd-mm-yyyy)
  Beard : No Amount (Dhs) : 50.00
  Mustache : No # of Vehicles : 8
        Time In : 20 : 20 ( hh:mm)
  Ethnic Groups : Filipino Time Out : 20 : 30  ( 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?
     
  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?
     
  5
8. Were you greeted in a friendly manner (pleasant feeling)?
  If no, please describe behavior: Was it arrogant, without any expression, normal etc….
     
  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)
     
  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?
     
 
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
23a. Were sinks clean?
     
 
23b. Were mirrors clean?
     
 
23c. Were hand dryers clean?
     
 
23d. Were dispensers clean?
     
 
23e. Were toilets and urinals clean?
     
  2
24a. Were doors clean?
     
 
24b. Were walls clean?
     
 
24c. Were ceiling clean?
     
 
24d. Were vents clean?
     
 
24e. Were floors clean?
     
 
24f. Were baseboards clean?
     
 
24g. Were grout 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) ?
     
  2
27. Were all the facilities inside the restroom in good working condition ?
     
  2
28. Was the Mosque premises clean ?
     
             
 
     
 
   Attach Bills
 
     
     
  File # 1 PDF Questionnaire
     
   
     
   
     
  
             
 
     
 
   COMMENTS
    
             
 
Critical Areas   Achieved Score
(%)
Approach: 100.0
Greetings: 100.0
Appearance: 100.0
Service: 100.0
Rest Rooms: 100.0
Total: 100.0
 
             
 
     
 
    
      
             
 
     
     
 
     
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