Language:
English
عربي
PROJECT : ELARA - (Lube Change)
Adnoc
Eppco - Enoc
Emarat
Shopper ID
:
Serial No:
Staff Info
Operator Code:
CSA Name
CSA Number
Gender
:
Male
Female
Emirate
:
Height
:
Tall
Medium
Small
Site ID
:
(AA-964 Al Hilli)
Built
:
T
M
F
# of Staff
:
Spectacles
:
Yes
No
Date
:
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
2011
2012
(dd-mm-yyyy)
Beard
:
Yes
No
Amount (Dhs)
:
Mustache
:
Yes
No
# of Vehicles
:
Time In
:
0
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
:
0
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
( hh:mm)
Ethnic Groups
:
Indian
Pakistani
Filipino
Expat. Arabs
Others
Time Out
:
0
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
:
0
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
( hh:mm)
Other Ethnic Groups
:
Time of Visit
:
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?
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?
Could not read the name or not clear or not visible or small letters so not visible
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
?
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?
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
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