Pan Arab Research Center   Language:
 
 
 
     
  PROJECT : ELARA - (Carwash)  
     
 
Adnoc      Eppco - Enoc     Emarat
 
     
 
   Shopper ID : 1062 Serial No:   0267
  Staff Info     Operator Code   5051
  CSA Name   HARSHAL M CSA Number   8747
  Gender : Male Emirate : Al Ain
  Height : Medium Site ID : 74 (857-Khabeesi-Near Carrefour)
  Built : M # of Staff : 4
  Spectacles : No Date : 8 Sep 2012  (dd-mm-yyyy)
  Beard : No Amount (Dhs) : 30.00
  Mustache : Yes # of Vehicles : 2
        Time In : 20 : 43 ( hh:mm)
  Ethnic Groups : Indian Time Out : 21 : 9  ( hh:mm)
  Other Ethnic Groups : Time of Visit : 20:01-24:00
 
     
 
   1. APPROACH AND CLEANLINESS
  Scores  Critical Areas Yes No N.A.   
  N.A.
1. Was there proper sign to the Car Wash bay ?
     
  4
2. Was the Car Wash area clean and tidy ?
     
             
 
     
 
   2. GREETINGS AND INITIAL CHECKS
  Scores  Critical Areas Yes No N.A.   
  5
3. Was there any delay in approaching customers ?
     
  5
4. Were you greeted in a friendly manner (pleasant feeling) ?
If no, please describe behavior: Was it arrogant, without any expression, normal etc….
No greetings or did not wish
     
 

5
5a. Did the attendant check whether your car has a sunroof ?
     
 
5b. Did the attendant politely declined automatic car wash if it has a sunroof ?
     
  6
6. Did the attendant inform you about the price of car wash ?
     
  4
7. Did the attendant inspect your car for any scratches, damages or dents and inform you ?
     
  5
8. Did he guide your vehicle for positioning at the stopper ?
     
  6
9. Did the staff thank you as you were leaving ?
No farewell greeting or no thank you when leaving
     
             
 
     
 
   3. APPEARANCE AND BEHAVIOR OF STAFF
  Scores  Critical Areas Yes No N.A.   
  3
10. Was the uniform of the attendant neat and tidy ?
     
  3
11. Was the attendant wearing visible nametag ?
     
  3
12. Was he able to communicate with customer ?
     
  5
13. Was staff courteous / friendly?
     
             
 
     
 
   4. SERVICE
  Scores  Critical Areas Yes No N.A.   
  4
14. After car wash, did he guide you to the vacuum bay ?
     
  3
15. Did any attendant advise you to take care of your personal belongings/valuables if any ?
   
  4
16. Did any attendant offer you seating ?
Did not offer waiting area
     
  5
17. Did attendants wipe your car dry to your satisfaction ?
     
  5
18. Did attendants clean all the glasses and mirrors from inside and outside to your satisfaction ?
     
  3
19. Did the attendant offer to empty the ashtray and clean it ?
     
  4
20. Was the interior vacuuming and cleaning of fascia (dashboard) done to your total satisfaction ?
     
  4
21. Did they clean all the tyres with sponge ?
     
  1
22. Were you offered a receipt voluntarily ?
I had to ask for the reciept
     
             
 
     
 
   5. REST ROOMS AND MOSQUE
  Scores  Critical Areas Yes No N.A.   
  3
23a. Were they adequately stocked with all necessary supplies such as soap ?
     
 
23b. Were they adequately stocked with all necessary supplies such as toilet tissue ?
     
 
23c.

Were they adequately stocked with all necessary supplies such as paper towels ?(Paper towels are not required where fully operational hand dryers exist)
     
  3
24a. Were sinks clean?
     
 
24b. Were mirrors clean?
     
 
24c. Were hand dryers clean?
     
 
24d. Were dispensers clean?
     
 
24e. Were toilets and urinals clean?
     
  2
25a. Were doors clean?
     
 
25b. Were wallsclean?
     
 
25c. Were ceiling clean?
     
 
25d. Were vents clean?
     
 
25e. Were floors clean?
     
 
25f. Were baseboards clean?
     
 
25g. Were grout clean?
     
  2
26a. Were Trash containers clean ?
     
 
26b. Were Trash containers not overflowing?
     
  2
27. Was the restroom smelling clean & fresh (without any offensive odor) ?
Bad smell
     
  2
28. Were all the facilities inside the restroom in good working condition ?
     
  2
29. Was the Mosque premises clean ?
     
             
 
     
 
   Attach Bills
 
     
     
  File # 1 PDF Questionnaire
     
   
     
   
     
  
             
 
     
 
   COMMENTS
    
             
 
Critical Areas   Achieved Score
(%)
Approach: 100.0
Greetings: 64.5
Appearance: 100.0
Service: 83.3
Rest Rooms: 85.7
Total: 80.6
 
             
 
     
 
    
      
             
 
     
     
 
     
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