Final Questionnaire Mystery Shopping-Mystery Shopper-Connection_modified

7/24/2019 Final Questionnaire Mystery Shopping-Mystery Shopper-Connection_modified

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Project Mystery Customer SECConnection 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 EvaluatedNew connection 1

Additional connection 2Reinforcement of connection S!littin" connection #Tem!orar$ connection %Reconnectin" after di&connection '

%eore enterin' inside t#e ofce

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

(e& 1 )o to *1+ and cec for code 1, 2, No 2 )o to *1+ and cec for code #

Q(+- .o/ /ill you evaluate t#e par&in' condition,Ea&il$ !ared in SE.i&itor0& !arin"

ared wit &omedicult$ in SE. i&itor&!arin"

ared near SE. oce3+ut not in i&itor&!arin" 4 a& it wa&alread$ full

ared a far from SE. o/ No !arin"

1 2 #

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

SEC ofce-

E5terior& of te oce (e& No Ealuation

E5cellent

Sati&factor$

Need&im!roeme

nt

Rea&on&/feed+ac for area& ofim!roement or if te an&wer i& 6N7

19.leanline&& anda!!earance out&ide ofte oce 3i9e9 door&,window&, front walloor4

1 2 2 1

29Di&!la$ of worin"our& ; i&i+ilit$condition

1 2 2 1

9


2/9

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

SEC ofce,

E5cellent Sati&factor$ Need& im!roement 2 1

3ter enterin' t#e ofce

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

ofce-


3/9

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

too& your to&en num+er,

______________ our& ________________ ?inute&

Q6c- *#at is t#e total num+er o counters at t#e ofce,

Total num+er of counter& ______________

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

No of worin" counter& ______________

SE. > ?$&ter$ .u&tomer *ue&tionnaire, Fe+ruar$ 22, 2@1'


4/9

#

E=1, T=2

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-

A!!earance, attitude

and !rofe&&ionali&m of

.u&tomer Serice

Re!re&entatie

(e& No Ealuation

E5celle

nt

Sati&fact

or$

Need&

im!roeme

nt

Rea&on&/feed+ac for area& of

im!roement or if te an&wer i& 6N7

19Cear& te national

dre&& 1 2 2 1

29ro!erl$ &aed or

+eard !ro!erl$

trimmed1 2 2 1

9Sta wa& carr$in" a

i&i+le name +ad"e1 2 2 1

#9Did te &ta tae

unnece&&ar$ +rea

+etween dealin" witcu&tomer&H

1 2 2 1

%9Did te &ta "reet

$ouH 3Iindl$ ealuate

+a&ed on te weter

it i& warm "reetin" or

a cold "reetin"

witout an$ facial

e5!re&&ion& etc94

1 2 2 1

'9Did &ta addre&& $ou

!ro!erl$1 2 2 1

9Friendline&& durin"

di&cu&&in" witcu&tomer

1 2 2 1

9.om!letel$ focu&in"

in dealin" wit te

cu&tomer

1 2 2 1

J9Ca& eatin" wile

&erin" $ou1 2 2 1

1@9Ca& main" !one

call wile &erin" $ou1 2 2 1

119Te em!lo$ee wa&

&ittin" on i& &eat

!ro!erl$

1 2 2 1

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

attitude o ront des& employee 5 CS:,

E5cellent Sati&factor$ Need& im!roement

2 1

SE. > ?$&ter$ .u&tomer *ue&tionnaire, Fe+ruar$ 22, 2@1' #


5/9

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Q


6/9

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E=1, T=2

SE. > ?$&ter$ .u&tomer *ue&tionnaire, Fe+ruar$ 22, 2@1' '


7/9

E=1, T=2

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

ReBue&t andlin" &ill& (e&

No NA

Ealuation

E5cellent

Sati&factor$

Need&im!roem

ent

Rea&on&/feed+ac for areaof im!roement or if te

an&wer i& 6N78

19Te .u&tomer SericeRe!re&entatie a&re"i&tered / acce!ted $ourBuer$ / com!laint /&u+mi&&ion

1 2 2 1

29Te .u&tomer SericeRe!re&entatie a& "iente reference no

1 2 2 1

9Te .u&tomer SericeRe!re&entatie wa& a+le to&ole / com!lete te ca&e

1 2 2 1

#9Te .u&tomer SericeRe!re&entatie a& "ien

clear information a+out tene5t &te!& and timeline forte &te!&

1 2 2 1

%9Te .u&tomer SericeRe!re&entatie wa& a+le to&ole te Buer$

1 2 2 1

'9Te .u&tomer SericeRe!re&entatie a&edweter $ou need an$tin"el&e

1 2 2 1

9Te .u&tomer SericeRe!re&entatie &ared tefarewell note +$ &a$in"

6Tan $ou8 or 6tan& fori&itin"8 etc9

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,

______________ our& ________________ ?inute&

QB- !#e num+er o persons you #ave +een directed to-

Num+er of er&on&None, onl$ +$ 1 SE. oce .u&tomer Serice Re!re&entatie dealt

wit m$ Buer$ / "rieance&

1

?ore tan 1 2



8/9

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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

rocedure& and

!roce&&e& at SE. 7ce

(e

&

No NA Ealuation

E5cellen

t

Sati&factor

$

Need&

im!roeme

nt

Rea&on&/feed+ac for area

of im!roement or if te

an&wer i& 6N78

19Te !rocedure and!roce&&e& for te

reBuirement wa& ea&$

and &im!le

1 2 2 1

29Total time &!ent to

!roce&& te

reBuirement wa&

Ku&tia+le

1 2 2 1

9Te reBuirement wa&

!roce&&ed/com!leted a&

!er $our e5!ectation&

3in term& of eort&4H

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,

E5cellent Sati&factor$ Need& im!roement 2 1

lea&e a& *12+ if *12a i& coded 19

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



9/9

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reerence No

!#an& Dou

SE. > ?$&ter$ .u&tomer *ue&tionnaire, Fe+ruar$ 22, 2@1' J

Documents

Final Questionnaire Mystery Shopping-Mystery Shopper-Connection_modified