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PROJECT : ELARA - (Forecourt) |
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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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10 |
Serial No: |
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576 |
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Staff Info |
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Operator Code: |
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CSA Name |
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Shafeeque |
CSA Number |
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Gender |
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Male |
Emirate |
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Sharjah |
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Height |
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Medium |
Site ID |
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9 (761-Emirates Road) |
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Built |
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M |
# of Staff |
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6 |
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Spectacles |
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No |
Date |
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3 Dec 2011 (dd-mm-yyyy) |
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Beard |
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No |
Amount (Dhs) |
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65.00 |
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Mustache |
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No |
# of Vehicles |
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4 |
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Time In |
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12 :
20 ( hh:mm) |
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Ethnic Groups |
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Indian |
Time Out |
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12 :
24 ( hh:mm) |
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Other Ethnic Groups |
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Time of Visit |
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10:01-13:00 |
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1. APPROACH |
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Scores |
Critical
Areas |
Yes |
No |
N.A. |
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N.A. |
| 1. |
Was
signage visible from distance of 500 meters and well maintained?
Can be included only in first run |
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2 |
| 2. |
Were
lights working and in good condition at the approach? |
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2 |
| 3. |
Were
the lights working and in good condition at the forecourt
area? |
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4 |
| 4. |
Was
filling area / forecourt clean and tidy? |
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2 |
| 5. |
Were
the driveway and forecourt free of potholes and well maintained? |
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2. GREETINGS |
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Scores |
Critical
Areas |
Yes |
No |
N.A. |
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5 |
| 6. |
Was
there any delay in approaching customers at the fuel pump |
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5 |
| 7. |
Did
the staff approach the driver side of the vehicle? |
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5 |
| 8. |
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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4 |
| 9. |
Did
they request customers to quit smoking? |
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5 |
| 10. |
Did
the staff thank you as you were leaving? |
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Just smiled |
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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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5 |
| 11. |
Was
the filling staff presentable and well groomed? |
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4 |
| 12. |
Was
he able to communicate with customer? |
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5 |
| 13. |
Was
the attendant wearing visible nametag? |
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But very small letters |
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6 |
| 14. |
Was
staff courteous / friendly? |
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4. SERVICE |
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Scores |
Critical
Areas |
Yes |
No |
N.A. |
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3 |
| 15. |
Did
he follow the instructions on the Rahal (Fuel Card)? |
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3 |
| 16. |
Did
he confirm and repeat amount and type of fuel? |
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2 |
| 17. |
Did
he fuel as per customer’s instructions - Dhs? |
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2 |
| 18. |
Did
he offer to clean windscreen voluntarily? (front & back)
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2 |
| 19. |
Were
you charged the correct amount? |
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2 |
| 20. |
Were
you given correct change? |
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2 |
| 21. |
Did
he provide information about any promotions at Service Station?
(only in case of active promotion) |
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5. REST ROOMS |
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Scores |
Critical
Areas |
Yes |
No |
N.A. |
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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)? |
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Tussues were not there and the hand dryer is not working and even soap also not there |
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3 |
| 23. |
Were
sinks, mirrors hand dryers dispensers toilets and urinals
clean? |
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2 |
| 24. |
Were
doors walls, ceiling vents floors baseboards and grout clean? |
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2 |
| 25. |
Were
Trash containers clean and not overflowing? |
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2 |
| 26. |
Was
the restroom smelling clean & fresh (without any offensive
odor) ? |
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There was a very bad smell and could not use the toilet for a second also |
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2 |
| 27. |
Were
all the facilities inside the restroom in good working condition
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Exhaust fan not working. there is a leackage of water below the washbasin from the pipe |
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2 |
| 28. |
Was
the Mosque premises clean ? |
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COMMENTS |
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The access to the petrol station is closed near the station from the main road. So we have to either take the service road from the far begining or after the station we have to take free right and go a long way to enter the petrol pump. So it will be better to put a board where the service road begins, so that it will be easier for us to enter into the petrol station |
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| Critical
Areas |
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Achieved
Score
(%) |
| Approach | : |
100.0 |
| Greetings | : |
75.0 |
| Appearance | : |
100.0 |
| Service | : |
64.3 |
| Rest Rooms | : |
50.0
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| Total | : |
75.0 |
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