final questionnaire mystery shopping-mystery shopper-billing_modified

E=1, T=26

Project Mystery Customer SEC

Billing Questionnaire

Sector

City

Office

Office Code

Name of Mystery Customer

Office name

Mystery Customer NationalitySaudi = 1

Non-Saudi = 2

Supervisor Name:

Time and Date of the visitTime: From _____________ to ___________, Date: _____ /_____ / _____

Day

Date & Time of Back CheckTime: From _____________ to ___________, Date: _____ /_____ / _____

Service Evaluated Due to the high billing value 1

Fines and their details2

Bill has not arrived to the location3

Before entering inside the office:Q1a Was car parking facility available for customers outside the office?

Yes1Go to Q1b and check for code 1, 2, 3

No2Go to Q1b and check for code 4

Q1b. How will you evaluate the parking condition? Easily parked in SEC visitors parkingParked with some difficulty in SEC visitors parkingParked near SEC office (but not in visitors parking ) as it was already fullParked a far from SEC office / No parking

1234

Q2a. Please check and evaluate the below attributes that specific to exteriors of SEC office. Exteriors of the office YesNoEvaluation

ExcellentSatisfactoryNeeds improvementReasons/feedback for areas of improvement or if the answer is NO

1.Cleanliness and appearance outside of the office (i.e. doors, windows, front wall floor)12321

2.Display of working hours & visibility condition12321

3.Information specific to direction / Ease of finding the entrance12321

Q2b. Please evaluate your overall satisfaction with the exterior look and feel of SEC office?ExcellentSatisfactoryNeeds improvement

321

After entering the office:Q3a.Please check and evaluate the below attributes that specific to interior of SEC office. Interiors of the office YesNoEvaluation


1.Cleanliness inside the office 12321

2.Availability and performance of Help Desk12321

3.Availability and ease of finding the queuing machine for waiting coupon12321

4.Availability and condition of sitting place at the office12321

5.Availability and ease of finding the broachers and pamphlets12321

6.Were all of the posters/ visuals installed firmly and correctly, i.e. not bent/ peeling/ falling off and not fixed with masking/ transparent tape12321

7.Cooling / Temperature inside the office was good (Not hot, AC is working etc.)12321

8.Proper Lighting inside the office

Q3b. How would evaluate your overall satisfaction with the interior look and feel / ambience of SEC office?ExcellentSatisfactoryNeeds improvement

321

Q4a. How many persons approximately were ahead of you (the difference between the token number which was currently being served as you took your token and your token number)? ______________ Number of persons

Q4b. How long it took for you to be served by SEC office Representative after you took your token number?______________ Hours ________________ MinutesQ4c. What is the total number of counters at the office?Total number of counters ______________

Q4d. What is the no of working counters at the office? No of working counters ______________

Q5a. Please check the service level and evaluate the below attributes that specific to appearance and attitude of Customer Service Representative (CSR) at SEC office. Appearance, attitude and professionalism of Customer Service RepresentativeYesNoEvaluation


1.Wears the national dress 12321

2.Properly shaved or beard properly trimmed 12321

3.Staff was carrying a visible name badge12321

4.Did the staff take unnecessary break between dealing with customers?12321

5.Did the staff greet you? (Kindly evaluate based on the whether it is warm greeting or a cold greeting without any facial expressions etc.)12321

6.Did staff address you properly12321

7.Friendliness during discussing with customer12321

8.Completely focusing in dealing with the customer12321

9.Was eating while serving you12321

10.Was making phone call while serving you12321

11.The employee was sitting on his seat properly12321

Q5b. How would evaluate your overall satisfaction with the appearance and attitude of front desk employee / CSR?ExcellentSatisfactoryNeeds improvement

321

Q6. Please check the service level and evaluate the below attributes that specific to knowledge and skills of Customer Service Representative at SEC office. Knowledge and skills of Customer Service RepresentativeYesNoEvaluation


1.The Customer Service Representative was able to understand the query / transaction very quickly12321

2.Received complete and precise information relevant to the query / transaction in SMS on the mobile12321

3.The communication by the Customer Service Representative was proper (speaking in correct speed, easy to understand etc.)12321

4.The Customer Service Representative has guided correctly to respective Customer Service Representative if it was not his work 12321

5.The Customer Service Representative also provided other relevant info about the query / transaction approached based on his/her own initiative (like recommending online, SMS, Customer care etc.)12321

6.The employee explained all the required documents without missing anything12321

7.Guided you to the self- servicing machine 12321

Q7a. Please check the service level and evaluate the below attributes that specific to request handling skills at SEC office. (Please note if the visit is just the enquiry without any registration, select NA=Not Applicable)Request handling skillsYesNoNAEvaluation


1.The Customer Service Representative has registered / accepted your query / complaint / submission123321

2.The Customer Service Representative has given the reference no123321

3.The Customer Service Representative was able to solve / complete the case123321

4.The Customer Service Representative has given clear information about the next steps and timeline for the steps123321

5.The Customer Service Representative was able to solve the query 123321

6.The Customer Service Representative asked whether you need anything else12321

7.The Customer Service Representative shared the farewell note by saying Thank you or thanks for visiting etc.12321

Q7b. How would evaluate the overall performance of the front desk staff / employee/CSR at SEC office?ExcellentSatisfactoryNeeds improvement

321

Q8. What is the total time of service given by / interaction with SEC office Customer Service Representative?______________ Hours ________________ Minutes

Q9. The number of persons you have been directed to.Number of Persons

None, only by 1 SEC office Customer Service Representative dealt with my query / grievances1

More than 12

Q10. Please check and evaluate the below attributes that specific to procedure followed at SEC office? (Please note if the visit is just the enquiry without any registration, select NA=Not Applicable)Procedures and processes at SEC OfficeYesNoNAEvaluation


1.The procedure and processes for the requirement was easy and simple123321

2.Total time spent to process the requirement was justifiable123321

3.The requirement was processed/completed as per your expectations (in terms of efforts)?123321

Q11. How do you evaluate the overall performance of the SEC offices procedures and processes?ExcellentSatisfactoryNeeds improvement

321

Overall PerformanceQ12a. How do you evaluate your overall experience (including SEC office, staff, procedures, satisfaction with the service requested etc.) of todays visit to SECs office?ExcellentSatisfactoryNeeds improvement

321

Please ask Q12b if Q12a is coded 1.Q12b. What are your suggestions to SEC management to improve the overall experience of your todays visit?

Please fill in the following details:Also attach the corresponding token and reference billName of the Real Customer (Recruited by MC)

Contact details of Real Customer

Transaction reference No

Thank YouSEC | Mystery Customer Questionnaire, February 22, 20166

final questionnaire mystery shopping-mystery shopper-billing_modified

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