Final Questionnaire Mystery Shopping-Mystery Shopper-Meter_modified

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

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Project Mystery Customer SECMeter relevant 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 EvaluatedRequest testing the meter 1

Other meter ree!ant____________________ 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 &he&' (or &ode 1, 2, )No 2 #o to $1% and &he&' (or &ode *

Q(+- .o/ /ill you evaluate t#e par&in' condition,Easi+ ar'ed in SE!isitor.s ar'ing

ar'ed 0ith somedi&ut+ in SE !isitorsar'ing

ar'ed near SE o&e%ut not in !isitorsar'ing 3 as it 0asaread+ (u

ar'ed a (ar (rom SE o/ No ar'ing

1 2 ) *

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

SEC ofce-

E4teriors o( the o&e "es No E!auation

E4&eent

Satis(a&tor+

Needsimro!eme

nt

Reasons/(eed%a&' (or areas o(imro!ement or i( the ans0er is 5NO

17eaniness andaearan&e outside o(the o&e i7e7 doors,0indo0s, (ront 0a

8oor3

1 2 ) 2 1

27Disa+ o( 0or'inghours 9 !isi%iit+&ondition

1 2 ) 2 1

)7n(ormation se&i;&to dire&tion / Ease o(;nding the entran&e

1 2 ) 2 1

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

SEC ofce,

E4&eent Satis(a&tor+ Needs imro!ement) 2 1

SE < +ster+ ustomer $uestionnaire, Fe%ruar+ 22, 2>1? 1


2/9

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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-

nteriors o( the o&e "es

No

E!auation

E4&eent

Satis(a&tor+

Needsimro!eme

nt

Reasons/(eed%a&' (or areas o(imro!ement or i( the ans0er is 5N

17eaniness inside theo&e 1 2 ) 2 1

27@!aia%iit+ ander(orman&e o( AeDes'

1 2 ) 2 1

)7@!aia%iit+ and easeo( ;nding the queuingma&hine (or 0aiting&ouon

1 2 ) 2 1

*7@!aia%iit+ and

&ondition o( sitting a&eat the o&e

1 2 ) 2 1

B7@!aia%iit+ and easeo( ;nding the %roa&hersand amhets

1 2 ) 2 1

?7Cere a o( theosters/ !isuas instaed;rm+ and &orre&t+, i7e7not %ent/ eeing/ (aingo and not ;4ed 0ithmas'ing/ transarenttae

1 2 ) 2 1

7ooing / Temerature

inside the o&e 0asgood Not hot, @ is0or'ing et&73

1 2 ) 2 1

7roer Gighting insidethe o&e

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

am+ience o SEC ofce,

E4&eent Satis(a&tor+ Needs imro!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 o( ersons

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

too& your to&en num+er,

______________ Aours ________________ inutes

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

SE < +ster+ ustomer $uestionnaire, Fe%ruar+ 22, 2>1? 2


3/9

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Tota num%er o( &ounters ______________

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

No o( 0or'ing &ounters ______________

SE < +ster+ ustomer $uestionnaire, Fe%ruar+ 22, 2>1? )


4/9

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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-

@earan&e, attitude

and ro(essionaism o(

ustomer Ser!i&e

Reresentati!e

"es No E!auation

E4&ee

nt

Satis(a&t

or+

Needs

imro!eme

nt

Reasons/(eed%a&' (or areas o(

imro!ement or i( the ans0er is 5NO

17Cears the nationa

dress 1 2 ) 2 1

27roer+ sha!ed or

%eard roer+

trimmed1 2 ) 2 1

)7Sta 0as &arr+ing a

!isi%e name %adge1 2 ) 2 1

*7Did the sta ta'e

unne&essar+ %rea'

%et0een deaing 0ith&ustomersH

1 2 ) 2 1

B7Did the sta greet

+ouH Iind+ e!auate

%ased on the 0hether

it is 0arm greeting or

a &od greeting

0ithout an+ (a&ia

e4ressions et&73

1 2 ) 2 1

?7Did sta address +ou

roer+1 2 ) 2 1

7Friendiness during

dis&ussing 0ith&ustomer

1 2 ) 2 1

7omete+ (o&using

in deaing 0ith the

&ustomer

1 2 ) 2 1

J7Cas eating 0hie

ser!ing +ou1 2 ) 2 1

1>7Cas ma'ing hone

&a 0hie ser!ing +ou1 2 ) 2 1

117The emo+ee 0as

sitting on his seat

roer+

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

SE < +ster+ ustomer $uestionnaire, Fe%ruar+ 22, 2>1? *


5/9

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Q


6/9

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SE < +ster+ ustomer $uestionnaire, Fe%ruar+ 22, 2>1? ?


7/9

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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

Request handing s'is "es

No N@

E!auation

E4&eent

Satis(a&tor+

Needsimro!em

ent

Reasons/(eed%a&' (or areao( imro!ement or i( the

ans0er is 5NO6

17The ustomer Ser!i&eReresentati!e hasregistered / a&&eted +ourquer+ / &omaint /su%mission

1 2 ) ) 2 1

27The ustomer Ser!i&eReresentati!e has gi!enthe re(eren&e no

1 2 ) ) 2 1

)7The ustomer Ser!i&eReresentati!e 0as a%e toso!e / &omete the &ase

1 2 ) ) 2 1

*7The ustomer Ser!i&eReresentati!e has gi!en

&ear in(ormation a%out thene4t stes and timeine (orthe stes

1 2 ) ) 2 1

B7The ustomer Ser!i&eReresentati!e 0as a%e toso!e the quer+

1 2 ) ) 2 1

?7The ustomer Ser!i&eReresentati!e as'ed0hether +ou need an+thingese

1 2 ) 2 1

7The ustomer Ser!i&eReresentati!e shared the(are0e note %+ sa+ing

5Than' +ou6 or 5than's (or!isiting6 et&7

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,

______________ Aours ________________ inutes

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

Num%er o( ersonsNone, on+ %+ 1 SE o&e ustomer Ser!i&e Reresentati!e deat

0ith m+ quer+ / grie!an&es

1

ore than 1 2

SE < +ster+ ustomer $uestionnaire, Fe%ruar+ 22, 2>1?


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

ro&edures and

ro&esses at SE O&e

"e

s

No N@ E!auation

E4&een

t

Satis(a&tor

+

Needs

imro!eme

nt

Reasons/(eed%a&' (or area

o( imro!ement or i( the

ans0er is 5NO6

17The ro&edure andro&esses (or the

requirement 0as eas+

and sime

1 2 ) ) 2 1

27Tota time sent to

ro&ess the

requirement 0as

Kusti;a%e

1 2 ) ) 2 1

)7The requirement 0as

ro&essed/&ometed as

er +our e4e&tations

in terms o( eorts3H

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,

E4&eent Satis(a&tor+ Needs imro!ement) 2 1

ease as' $12% i( $12a is &oded 17

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

SE < +ster+ ustomer $uestionnaire, Fe%ruar+ 22, 2>1?


9/9

J

E=1, T=2

reerence No

!#an& Dou

SE < +ster+ ustomer $uestionnaire, Fe%ruar+ 22, 2>1? J

Documents

Final Questionnaire Mystery Shopping-Mystery Shopper-Meter_modified