Pan Arab Research Center   Language:
 
 
 
     
  PROJECT : ELARA - (Lube Change)  
     
 
Adnoc      Eppco - Enoc     Emarat
 
     
 
   Shopper ID : 1061 Serial No:   0327
  Staff Info     Operator Code:   5051
  CSA Name   HOSNI SULAIMAN CSA Number   942164
  Gender : Male Emirate : Al Ain
  Height : Medium Site ID : 150 (AA-964 Al Hilli)
  Built : M # of Staff : 1
  Spectacles : No Date : 11 Sep 2012  (dd-mm-yyyy)
  Beard : Yes Amount (Dhs) : 96.00
  Mustache : Yes # of Vehicles : 2
        Time In : 11 : 37 ( hh:mm)
  Ethnic Groups : Indian Time Out : 11 : 57  ( hh:mm)
  Other Ethnic Groups : Time of Visit : 10:01-13:00
 
     
 
   1. APPROACH AND CLEANLINESS
  Scores  Critical Areas Yes No N.A.   
  N.A.
1. Was there proper sign to the Lube changing bay?
     
  3
2. Was the lube changing area clean and organized?
     
  4
3. Was there any oil leaking and falling on to the floor of the lube bay ?
     
  2
4. Were the waiting area and table clean?
     
  2
5. Was the television in the waiting room working?
     
  NA
6. Was the board displaying complimentary services neat and clean?
     
             
 
     
 
   2. GREETINGS AND INITIAL CHECKS
  Scores  Critical Areas Yes No N.A.   
  3
7. Was there any delay in approaching customers?
     
  5
8. Were you greeted in a friendly manner (pleasant feeling)?

If no, please describe behavior: Was it arrogant, without any expression, normal etc…..
     
  3
9. Did he guide your vehicle for positioning at the stopper and asked you to switch the engine off?
     
  5
10. When asked by customer, was the attendant knowledgeable of different grades of oil, filters and their relative benefits?
     
  4
11. Did he offer the waiting area to you?
Did not offer waiting area
     
  4
12. Did the staff thank you as you were leaving?
     
             
 
     
 
   3. APPEARANCE AND BEHAVIOR OF STAFF
  Scores  Critical Areas Yes No N.A.   
  3
13. Was the uniform of the attendant neat and tidy?
     
  3
14. Was the attendant wearing visible nametag?
     
  3
15. Was he able to communicate with customer ?
     
  4
16. Was staff courteous / friendly?
     
             
 
     
 
   4. SERVICE
  Scores  Critical Areas Yes No N.A.   
  3
17. Did attendant check whether you need top up or complete oil change?
     
  3
18. Did attendant check with you whether only oil is to be changed or oil with filter?
     
  3
19. Did he check using gauge the quantity required to be topped up and informed you?
     
  3
20. Did the attendant check for oil leakages under your car from filter and drain bolt?
     
  3
21. Did the attendant drain the used oil completely from your car?
     
  2
22. Did he ask whether you want the engine to be flushed and did it if you agreed?
     
  3
23. Did the attendant fill the correct grade as you requested?
     
  3
24. Did he request you to start engine and leave it running for one and a half minutes?
     
  3
25. Did the attendant ensure that the carter bolt is tightened and there are no leaks?
     
  NA
26. Did attendant carry out the following complimentary checks?
       
  NA
  31a. Battery Water top up
     
  NA
  31b. Coolant Water top up
     
  NA
  31c. Auto Transmission Fluid top up
     
  NA
  31d. Brake Fluid top up
     
  NA
  31e. Gear Oil top up
     
  NA
  31f. Air filter cleaning
     
  NA
  31g. Wiper Water top up
     
  NA
  31h. Clean engine using air gun
     
  3
27. Were any of your questions related to lube change answered?
     
  3
28. Did the staff place the mileage sticker in the car ?
     
  4
29. Were you offered a receipt voluntarily?
I had to ask for the reciept
     
             
 
     
 
   5. REST ROOMS
  Scores  Critical Areas Yes No N.A.   
  3
30a. Were they adequately stocked with all necessary supplies such as soap?
     
 
30b. Were they adequately stocked with all necessary supplies such as toilet tissue?
     
 
30c. Were they adequately stocked with all necessary supplies such as paper towels?
(paper towels are not required where fully operational hand dryers exist)
     
  3
31a. Were sinks clean?
     
 
31b. Were mirrors clean?
     
 
31c. Were hand dryers clean?
     
 
31d. Were dispensers clean?
     
 
31e. Were toilets and urinals clean?
     
  2
32a. Were doors clean?
     
 
32b. Were walls clean?
     
 
32c. Were ceiling clean?
     
 
32d. Were vents clean?
     
 
32e. Were floors clean?
Water on the floor
     
 
32f. Were baseboards clean?
     
 
32g. Were grout clean?
     
  2
33a. Were trash containers clean?
     
 
33b. Were trash containers not overflowing?
     
  2
34. Was the restroom smelling clean & fresh (without any offensive odor) ?
     
  2
35. Were all the facilities inside the restroom in good working condition ?
     
  2
36. Was the Mosque premises clean ?
     
             
 
     
 
   Attach Bills
 
     
     
  File # 1 PDF Questionnaire
     
   
     
   
     
  
             
 
     
 
   COMMENTS
    
             
 
Critical Areas   Achieved Score
(%)
Approach: 100.0
Greetings: 83.3
Appearance: 100.0
Service: 88.9
Rest Rooms: 85.7
Total: 89.8
 
             
 
     
 
    
      
             
 
     
     
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