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PROJECT : ELARA - (Carwash) |
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Adnoc |
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Eppco - Enoc |
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Emarat |
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Shopper
ID |
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12 |
Serial No: |
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165 |
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Staff Info |
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Operator Code |
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CSA Name |
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Mohd Noor Mohd |
CSA Number |
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Not Vi |
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Gender |
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Male |
Emirate |
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Al Ain |
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Height |
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Medium |
Site ID |
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69 (852-Manasir-Near Traffic R/A) |
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Built |
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M |
# of Staff |
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4 |
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Spectacles |
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No |
Date |
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10 Oct 2011 (dd-mm-yyyy) |
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Beard |
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No |
Amount (Dhs) |
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30.00 |
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Mustache |
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No |
# of Vehicles |
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2 |
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Time In |
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18 :
25 ( hh:mm) |
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Ethnic Groups |
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Others |
Time Out |
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18 :
56 ( hh:mm) |
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Other Ethnic Groups |
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Indians |
Time of Visit |
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17:01-20:00 |
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1. APPROACH AND CLEANLINESS |
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Scores |
Critical
Areas |
Yes |
No |
N.A. |
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N.A. |
| 1. |
Was there proper sign to the Car Wash bay ? |
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There was proper signage but not proper way to rea |
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4 |
| 2. |
Was the Car Wash area clean and tidy ? |
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2. GREETINGS AND INITIAL CHECKS |
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Scores |
Critical
Areas |
Yes |
No |
N.A. |
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5 |
| 3. |
Was
there any delay in approaching customers ? |
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I waited 2 minutes to be approach by attendant as |
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5 |
| 4. |
Were you greeted in a friendly manner (pleasant feeling) ? |
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If no, please
describe behavior: Was it arrogant, without any expression,
normal etc…. |
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There was no greeting by attendant as he behaviour |
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5 |
| 5. |
Did the attendant check whether your car has a sunroof and politely declined automatic car |
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wash if it has a sunroof ? |
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He did not see at all. |
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6 |
| 6. |
Did
the attendant inform you about the price of car wash ? |
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Attendant did not inform the price. |
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4 |
| 7. |
Did
the attendant inspect your car for any scratches, damages or dents and inform you ? |
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Attendant did not check anything. |
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5 |
| 8. |
Did
he guide your vehicle for positioning at the stopper ? |
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6 |
| 9. |
Did
the staff thank you as you were leaving ? |
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No farewell greeting by attendant. |
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3. APPEARANCE AND BEHAVIOR OF STAFF |
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Scores |
Critical
Areas |
Yes |
No |
N.A. |
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3 |
| 10. |
Was
the unoform of the attendant neat and tidy ? |
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3 |
| 11. |
Was
the attendant wearing visible nametag ? |
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3 |
| 12. |
Was he able to communicate with customer ? |
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5 |
| 13. |
Was
staff courteous / friendly? |
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His attitude was not in friendly manner. |
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4. SERVICE |
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Scores |
Critical
Areas |
Yes |
No |
N.A. |
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4 |
| 14. |
After car wash, did he guide you to the vacuum bay ? |
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During the car was he went to the vaccum bay &U di |
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3 |
| 15. |
Did any attendant advise you to take care of your personal belongings/valuables if any ? |
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There were no valueable things. |
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4 |
| 16. |
Did any attendant offer you seating ? |
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No one ask me for seating. |
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5 |
| 17. |
Did
attendants wipe your car dry to your satisfaction ? |
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5 |
| 18. |
Did attendants clean all the glasses and mirrors from inside and outside to your satisfaction ? |
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3 |
| 19. |
Did the attendant offer to empty the ashtray and clean it ? |
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There was no ash tray. |
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4 |
| 20. |
Was the interior vacuuming and cleaning of fascia (dashboard) done to your total satisfaction ? |
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4 |
| 21. |
Did they clean all the tyres with sponge ? |
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1 |
| 22. |
Were you offered a receipt voluntarily ? |
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I asked the attendant to provide the receipt as he |
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5. REST ROOMS |
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Scores |
Critical
Areas |
Yes |
No |
N.A. |
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3 |
| 23. |
Were
they 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)? |
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3 |
| 24. |
Were
sinks, mirrors hand dryers dispensers toilets and urinals
clean? |
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2 |
| 25. |
Were
doors walls, ceiling vents floors baseboards and grout clean? |
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Floor was not cleaned. |
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2 |
| 26. |
Were
Trash containers clean and not overflowing? |
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2 |
| 27. |
Was
the restroom smelling clean & fresh (without any offensive
odor) ? |
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2 |
| 28. |
Were
all the facilities inside the restroom in good working condition
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2 |
| 29. |
Was
the Mosque premises clean ? |
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COMMENTS |
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I observed that it was difficult to reach at car wash area entrance because there were all vehicles waiting for filling the fuel. Car wash attendant did not provide me the proper service. He just started the automated machine & went to the vaccum bay area to sit there. After finish the washing I waited there 5 minutes to find the attendant. Than he came back from the vaccum bay area & asked me to come there as the vaccum bay area was on other side. |
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| Critical
Areas |
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Achieved
Score
(%) |
| Approach | : |
100.0 |
| Greetings | : |
13.9 |
| Appearance | : |
64.3 |
| Service | : |
66.7 |
| Rest Rooms | : |
87.5
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| Total | : |
51.5 |
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