E=1, T=26

Project Mystery Customer SEC

Connection 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 EvaluatedNew connection1

Additional connection2

Reinforcement of connection3

Splitting connection4

Combination of connection5

Reconnecting after disconnection6

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 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

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

Display of working hours & visibility condition12321

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

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

Cleanliness inside the office 12321

Availability and performance of Help Desk12321

Availability and ease of finding the queuing machine for waiting coupon12321

Availability and condition of sitting place at the office12321

Availability and ease of finding the broachers and pamphlets12321

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

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

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 ________________ Minutes

Q4c. What is the no of working counters at the office? No of working counters ______________ Q4d. What is the total number of counters at the office?Total number of counters ______________

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

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

Wears the national dress 12321

Hairstyle and beard were neat and properly made12321

Staff was carrying a visible name badge12321

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

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

Did staff address you properly12321

Friendliness during discussing with customer12321

Completely focusing in dealing with the customer12321

Was eating while serving you12321

Was making phone call while serving you12321

The way the employee was sitting12321

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

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

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

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

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

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

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

The employee explained all the required documents without missing anything12321

Guided you to the self- servicing machine 12321

Q7a. Please check the service level and evaluate the below attributes that specific to closing the query / discussion at SEC office. Closing the queryYesNoEvaluation

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

The Customer Service Representative has registered / accepted your query / complaint / submission12321

The Customer Service Representative has given the reference no12321

The Customer Service Representative was able to solve the query or complete the transaction12321

The Customer Service Representative has given clear information about the next steps and timeline for the steps12321

The Customer Service Representative asked whether you need anything else12321

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? Procedures and processes at SEC OfficeYesNoEvaluation

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

The procedure and processes for the requirement was easy and simple12321

Total time spent to process the requirement was justifiable12321

The requirement was processed/completed as per your expectations (in terms of efforts)?12321

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?

Thank YouSEC | Mystery Customer Questionnaire, February 14, 20166