Pan Arab Research Center   Language:
 
 
 
     
  PROJECT : ELARA - (Forecourt)  
     
 
Adnoc      Eppco - Enoc     Emarat
 
     
 
   Shopper ID : 10 Serial No: : 113
  Staff Info     Operator Code: :
  CSA Name   - CSA Number   -
  Gender : Male Emirate : Ajman
  Height : Medium Site ID : 77 (865-Al Shorouq)
  Built : M # of Staff : 4
  Spectacles : No Date : 5 Oct 2011  (dd-mm-yyyy)
  Beard : No Amount (Dhs) : 50.00
  Mustache : No # of Vehicles : 4
        Time In : 19 : 28 ( hh:mm)
  Ethnic Groups : Indian Time Out : 19 : 35  ( hh:mm)
  Other Ethnic Groups : Time of Visit : 17:01-20:00
 
     
 
   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
Many vehicles are not in a proper que
     
  5
7. Did the staff approach the driver side of the vehicle?
They come to the passenger side to ask
     
  5
8. Were you greeted in a friendly manner (pleasant feeling)?
  If no, please describe behavior: Was it arrogant, without any expression, normal etc….
No expression
     
  4
9. Did they request customers to quit smoking?
     
  5
10. Did the staff thank you as you were leaving?
did not say anything
     
             
 
     
 
   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?
Yes but reading is not easy
     
  6
14. Was staff courteous / friendly?
     
             
 
     
 
   4. SERVICE
  Scores  Critical Areas Yes No N.A.   
  3
15. Did he follow the instructions on the Rahal (Fuel Card)?
     
  3
16. Did he confirm and repeat amount and type of fuel?
       
  2
17. Did he fuel as per customer’s instructions - Dhs?
       
  2
18. Did he offer to clean windscreen voluntarily? (front & back)
     
  2
19. Were you charged the correct amount?
     
  2
20. Were you given correct change?
       
  2
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
22. Were Adequately stocked with all necessary supplies such as soap, toilet tissue, and paper towels (paper towels are not required where fully operational hand dryers exist)?
There was no soap and tissues in the restroom
     
  3
23. Were sinks, mirrors hand dryers dispensers toilets and urinals clean?
     
  2
24. Were doors walls, ceiling vents floors baseboards and grout clean?
     
  2
25. Were Trash containers clean and not overflowing?
     
  2
26. Was the restroom smelling clean & fresh (without any offensive odor) ?
bad smell was there
     
  2
27. Were all the facilities inside the restroom in good working condition ?
     
  2
28. Was the Mosque premises clean ?
     
             
 
     
 
   Attach Bills
 
     
     
  File # 1
     
   
     
   
     
  
             
 
     
 
   COMMENTS
  One person come to fill the petrol and the other person come to collect the money. and because they come near the passengers side, it is not easy to read the name tag   
             
 
Critical Areas   Achieved Score
(%)
Approach: 100.0
Greetings: 0.0
Appearance: 100.0
Service: 64.3
Rest Rooms: 64.3
Total: 62.0
 
             
 
     
 
    
      
             
 
     
     
 
     
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