final questionnaire mystery shopping-mystery shopper-complaints_modified.docx

7/24/2019 Final Questionnaire Mystery Shopping-Mystery Shopper-Complaints_modified.docx

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Project Mystery Customer SECComplaints Questionnaire

Sector

City

Ofce

Ofce Code

Name o Mystery Customer

Ofce nameMystery CustomerNationality

Saudi = 1

Non-Saudi = 2

Supervisor Name

!ime and "ate o t#e visit Time: From _____________ to ___________, Date: _____ /_____ /_____

"ay

"ate $ !ime o %ac& C#ec& Time: From _____________ to ___________, Date: _____ /_____ /_____

Service EvaluatedComplaints follow-ups 1

t!ers____________________ 2

%eore enterin' inside t#e ofce

Q(a )*as car par&in' acility availa+le or customers outside t#e ofce,

"es 1 #o to $1% and &!e&' for &ode 1, 2, (No 2 #o to $1% and &!e&' for &ode )

Q(+- .o/ /ill you evaluate t#e par&in' condition,Easil* par'ed in SEC+isitors par'in

.ar'ed wit! somedi&ult* in SEC +isitorspar'in

.ar'ed near SEC o&e0%ut not in +isitorspar'in as it wasalread* full

.ar'ed a far from SEC o/ No par'in

1 2 ( )

Q0a- Please c#ec& and evaluate t#e +elo/ attri+utes t#at speci1c to e2teriors o

SEC ofce-

Eteriors of t!e o&e "es No E+aluation

E&ellent

Satisfa&tor*

Needsimpro+eme

nt

3easons/feed%a&' for areas ofimpro+ement or if t!e answer is 4N

16Cleanliness andappearan&e outside oft!e o&e 0i6e6 doors,windows, front wall

7oor

1 2 ( 2 1

26Displa* of wor'in!ours 8 +isi%ilit*&ondition

1 2 ( 2 1

(69nformation spe&i&to dire&tion / Ease ofndin t!e entran&e

1 2 ( 2 1

Q0+- Please evaluate your overall satisaction /it# t#e e2terior loo& and eel o

SEC ofce,

E&ellent Satisfa&tor* Needs impro+ement( 2 1

SEC ; 1


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3ter enterin' t#e ofce

Q4a-Please c#ec& and evaluate t#e +elo/ attri+utes t#at speci1c to interior o SEC

ofce-

9nteriors of t!e o&e "es

No

E+aluation

E&ellent

Satisfa&tor*

Needsimpro+eme

nt

3easons/feed%a&' for areas ofimpro+ement or if t!e answer is 4N

16Cleanliness inside t!eo&e 1 2 ( 2 1

26?+aila%ilit* andperforman&e of @elpDes'

1 2 ( 2 1

(6?+aila%ilit* and easeof ndin t!e Aueuinma&!ine for waitin&oupon

1 2 ( 2 1

)6?+aila%ilit* and

&ondition of sittin pla&eat t!e o&e

1 2 ( 2 1

B6?+aila%ilit* and easeof ndin t!e %roa&!ersand pamp!lets

1 2 ( 2 1

>6ere all of t!eposters/ +isuals installedrml* and &orre&tl*, i6e6not %ent/ peelin/ fallino and not ed wit!mas'in/ transparenttape

1 2 ( 2 1

6Coolin / Temperature

inside t!e o&e wasood 0Not !ot, ?C iswor'in et&6

1 2 ( 2 1

6.roper Gi!tin insidet!e o&e

Q4+- .o/ /ould evaluate your overall satisaction /it# t#e interior loo& and eel 5

am+ience o SEC ofce,

E&ellent Satisfa&tor* Needs impro+ement

( 2 1

Q6a- .o/ many persons appro2imately /ere a#ead o you 7t#e di8erence +et/eent#e to&en num+er /#ic# /as currently +ein' served as you too& your to&en and

your to&en num+er9,______________ Num%er of persons

Q6+- .o/ lon' it too& or you to +e served +y SEC ofce :epresentative ater you

too& your to&en num+er,

______________ @ours ________________


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Total num%er of &ounters ______________

Q6d- *#at is t#e no o /or&in' counters at t#e ofce,

No of wor'in &ounters ______________

SEC ; (


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Q;a- Please c#ec& t#e service level and evaluate t#e +elo/ attri+utes t#at speci1c

to appearance and attitude o Customer Service :epresentative 7CS:9 at SEC

ofce-

?ppearan&e, attitude

and professionalism of

Customer Ser+i&e

3epresentati+e

"es No E+aluation

E&elle

nt

Satisfa&t

or*

Needs

impro+eme

nt

3easons/feed%a&' for areas of

impro+ement or if t!e answer is 4N

16ears t!e national

dress 1 2 ( 2 1

26.roperl* s!a+ed or

%eard properl*

trimmed1 2 ( 2 1

(6Sta was &arr*in a

+isi%le name %ade1 2 ( 2 1

)6Did t!e sta ta'e

unne&essar* %rea'

%etween dealin wit!&ustomersH

1 2 ( 2 1

B6Did t!e sta reet

*ouH 0Iindl* e+aluate

%ased on t!e w!et!er

it is warm reetin or

a &old reetin

wit!out an* fa&ial

epressions et&6

1 2 ( 2 1

>6Did sta address *ou

properl*1 2 ( 2 1

6Friendliness durin

dis&ussin wit!&ustomer

1 2 ( 2 1

6Completel* fo&usin

in dealin wit! t!e

&ustomer

1 2 ( 2 1

J6as eatin w!ile

ser+in *ou1 2 ( 2 1

16as ma'in p!one

&all w!ile ser+in *ou1 2 ( 2 1

116T!e emplo*ee was

sittin on !is seat

properl*

1 2 ( 2 1

Q;+- .o/ /ould evaluate your overall satisaction /it# t#e appearance and

attitude o ront des& employee 5 CS:,


( 2 1

SEC ; )


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Q


6/9

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SEC ; >


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Q=a- Please c#ec& t#e service level and evaluate t#e +elo/ attri+utes t#at speci1c

to re>uest #andlin' s&ills at SEC ofce-7Please note i t#e visit is just t#e en>uiry

/it#out any re'istration? select N3@Not 3pplica+le9

3eAuest !andlin s'ills "es

No N?

E+aluation

E&ellent

Satisfa&tor*

Needsimpro+em

ent

3easons/feed%a&' for areaof impro+ement or if t!e

answer is 4N5

16T!e Customer Ser+i&e3epresentati+e !asreistered / a&&epted *ourAuer* / &omplaint /su%mission

1 2 ( ( 2 1

26T!e Customer Ser+i&e3epresentati+e !as i+ent!e referen&e no

1 2 ( ( 2 1

(6T!e Customer Ser+i&e3epresentati+e was a%le tosol+e / &omplete t!e &ase

1 2 ( ( 2 1

)6T!e Customer Ser+i&e3epresentati+e !as i+en

&lear information a%out t!enet steps and timeline fort!e steps

1 2 ( ( 2 1

B6T!e Customer Ser+i&e3epresentati+e was a%le tosol+e t!e Auer*

1 2 ( ( 2 1

>6T!e Customer Ser+i&e3epresentati+e as'edw!et!er *ou need an*t!inelse

1 2 ( 2 1

6T!e Customer Ser+i&e3epresentati+e s!ared t!efarewell note %* sa*in

4T!an' *ou5 or 4t!an's for+isitin5 et&6

1 2 ( 2 1

Q=+- .o/ /ould evaluate t#e overall perormance o t#e ront des& sta8 5

employee5CS: at SEC ofce,


( 2 1

QA- *#at is t#e total time o service 'iven +y 5 interaction /it# SEC ofceCustomer

Service :epresentative,

______________ @ours ________________


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Q(- Please c#ec& and evaluate t#e +elo/ attri+utes t#at speci1c to procedureollo/ed at SEC ofce,7Please note i t#e visit is just t#e en>uiry /it#out any re'istration? select N3@Not3pplica+le9

.ro&edures and

pro&esses at SEC &e

"e

s

No N? E+aluation

E&ellen

t

Satisfa&tor

*

Needs

impro+eme

nt

3easons/feed%a&' for area

of impro+ement or if t!e

answer is 4N5

16T!e pro&edure andpro&esses for t!e

reAuirement was eas*

and simple

1 2 ( ( 2 1

26Total time spent to

pro&ess t!e

reAuirement was

Kustia%le

1 2 ( ( 2 1

(6T!e reAuirement was

pro&essed/&ompleted as

per *our epe&tations

0in terms of eortsH

1 2 ( ( 2 1

Q((- .o/ do you evaluate t#e overall perormance o t#e SEC ofces procedures

and processes,


( 2 1

Overall Perormance

Q(0a- .o/ do you evaluate your overall e2perience 7includin' SEC ofce? sta8?

procedures? satisaction /it# t#e service re>uested etc-9 o todays visit to SECs

ofce,

E&ellent Satisfa&tor* Needs impro+ement( 2 1

.lease as' $12% if $12a is &oded 16

Q(0+- *#at are your su''estions to SEC mana'ement to improve t#e overall

e2perience o your todays visit,

Please 1ll in t#e ollo/in' details

3lso attac# t#e correspondin' to&en and reerence +ill

Name o t#e :eal

Customer

7:ecruited +y MC9Contact details o

:eal Customer!ransaction

SEC ;


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reerence No

!#an& Dou

SEC ; J

final questionnaire mystery shopping-mystery shopper-complaints_modified.docx

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