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Date. 1st March 2012 2nd March 2012 3rd March 2012 4th March 2012 5th March 2012 6th March 2012 7th March 2012 8th March 2012 9th March 2012 10th March 2012 11th March 2012 12th March 2012 13th March 2012 14th March 2012 15th March 2012 16th March 2012 17th March 2012 18th March 2012
Day Thursday Friday Saturday Sunday Monday Tuesday Wednesday Thursday Friday Saturday Sunday Monday Tuesday Wednesday Thursday Friday Saturday Sunday Total Sum
Feedback Type Complaint Suggestion 1 3 1 1
Origin Of Feedback Nature Of Feedback Feedback Form E-Mail Telephone Accident Staff Attitude Information Maintenance Attendance 1 3 1 1 2 1
Services Queuing Time
3 1 1
3 1 1
1 1 7 3 1 8 1 1 29 Total 1
1 1 7 3 1 9 1 28 1 1 Total 0 29 0
1 1 1 1 2 4 7 2 1 5 2 1 22
2 1 9 3 2 9 2 1 34 Total
2 1 9 3 2 8 2 1 33 99
Note:a) Analysis based on 1 Feedback but divided into respective nature of complaint which whereby can more than 1 within 1 form b) All feedback e-mail based came from firstname.lastname@example.org or forwarded from email@example.com c) The number may differ & updated based on different nature of feedback enlisted Nature of Feedback Percentage (%) Accident 0% Satff Attitude 10% Information 22% Maintanance 0% Attendance 0% Human Resources 0% Services 34% Queuing time 33% Total 100%
Accident Satff Attitude 0% 10%
Queuing time 33%
Human Resources 0%
2 Session School Holiday .2 Session School Holiday .2 Session School Holiday .2 Session School Holiday .2 Session School Holiday .2 Session School Holiday .Remarks Weekend .2 Session School Holiday .2 Session .2 Session School Holiday .2 Sessions Weekend .2 Sessions School Holiday .
Informed her of our concept & the processes.012 324 2297 Feedback Form Services & Staff Attitude The issue was taken up personally by Establishment Manager . She was the issues immediately. Apologized for the shortcomings and briefed her on our concept and role plays by the kids. chair outside must shop that parents is stand whole day outside the shop. No value for money! Merchandise can only be paid (Dept. and in fact we have implemented at the Fire Station & few of our establishments. Date Day Visitor's Name Visitor's Contact Origin Of Complaint Nature Of Complaint Actual Feedback / Comments Follow-Up / Response Solution Offered Status 1 CSDVSFS0001 1st March 2012 Thursday Kiran Dhillon H/P . Overall she is satisfied with the activities & services rendered. Thanked the visitor for his suggestion. She thanked us for talking to her. Informed all Manager during the meeting held on 6/3/12.012 373 1339 Feedback Form Information & Queing Time Not able to cater a large group & we only had 3 games.my Feedback Form Information Should provide enough information on queing numbers to kids for session which can safe time.No.019 315 2445 Feedback Form Staff Attitude & Queing Time No organization to Q to join. Store) by Kidzania currency & due to crowd. explained to him of our CSD coordinator instantly informed on the of the fire incidents. nil CSDVSFS0002 Eileena Dardir H/P .Staff Aiman laughed happy with the follow-up call & mentioned happened. Case closed 5 CSDVSFS0006 5th March 2012 Monday Shareen Shahriza Abdul Ghani H/P . Promised to come back soon & she will call Shahrul to meet personally. the visitor still feels unsatisfied & agreed without fail. with regards to queue system. Reference No.012 297 375 Feedback Form Services & Queing Time Fire Station .N. She was happy that we clarify at the visitor during an activity that apart from the incident.Shahrul. Koh H/P . Called visitor . She was very feedback and apologize for the incident Air-Asia Flight Simulator . Case closed CSDVSFS0004 T.CSM called up the visitor & she clarified that she was refering to empty prams being left haphazardly and unattended.thanked her for the feedback and that we are looking seriously at her feedback. Not enough establishment concerned. Case closed . Case closed 2 nil 2nd March 2012 Friday nil nil nil nil nil nil nil Informed the visitor that we will put up her suggestion for sepcial parking area for prams or strollers to management for consideration.thanked her for the feedback & compliment given to our Zupervisor Syaheera. Called Called the visitor. He is satisfied with our explanation. FIND A WAY TO RESOLVE IT. operation. NO VALUE IN COMING HERE! CD Coordinator thank the visitor for the feedback & mentioned the number of visitors we can accommodate and emphasize on other jobs available from the hot jobs.Baby carriers are better options as parents will not obstruct traffic 03/03/12 . Escalate the extremely impressed with our concept & feedback to Shahrul. Case closed 3 CSDVSFS0003 Tham Yang Koo 3rd March 2012 Saturday H/P . She is happy with our response & courtessy call. Staff very nice & polite Case closed 4 CSDVSFS0005 4th March 2012 Sunday Yap Chui Foong H/P . child cant join/play on the incident. Called visitor . She added that CSD Coordinator thanked the visitor for Syaheera was so patient despite of the the feedback & and that immediate action pressure she is getting from other parents will be taken to improve the issues. Which while check with the concept and role play and that our random fire building occurance to staff of the fire station also no info and child is Zupervisors will do the briefing to the kids replicate a real city & it will happen by unhappy. thanked her for the at 1740hrs to apologize.012 398 3913 / Email cf_yap@advancecon . no wages! This Is NOT a good system. Why cant play on it.com. This is very dissapointed that our The feedback was escalated to the to lodge a complaint. CSD Coordinator thank the visitor for the feedback & mentioned not all establishment are using the que numbering system. Suggest to well fix in sessions with regards to fire fighters random situations only but nonetheless time & child should entitle to play item of interact role.Children's higher intend to play with the fire incident but this not able to join due to the station is out of information to inform time Call the visitor.012 389 9353 Feedback Form Services No Prams Allowed . Apologized for the shortcomings. cant participate.
edu.03 7987 4923 / Email terrywfw@gmail. the visits today has been wasted most of times on queing.com Feedback Form 11 CSDVSFS0008 11th March 2012 Sunday Chua Yong Hua H/P . She is satisfied with our services . Also informed her of our concepts and role play.019 218 3116 Feedback Form Information / Queing Time Case closed CSDVSFS0015 Eugene Wong H/P . apologized and explained on the shortcomings and concept. Tracing wrist band should be used to locate kids latest activity in order to know their wereabouts. Case closed .accompanying Information / parents paying RM35 & should be in exchange Services / Queing maybe for coffee or a bottle of water & some Time snacks as adults is not participating in any events. He thanked us for the call and be experience with less que time. case closed CSDVSFS0011 Chow Lai Yeen H/P . Queing Time / Staff Andi give wrong statement & keep arguing Information / he is right.10 CSDVSFS0007 10th March 2012 Saturday Terry Wong H/P .3pm which is 5hrs but almost 3hrs wasted just on queing.Very shall escalate the matter to the shortcomings and staff attitude. & mentioned to try out establishments feedback.com H/P . His feedback will be taken into consideration as we at KidZania endeavor to improve our services in providing our valued guest with the best possible experience. When asked the kids together which Services staffs & myself : Answer : Pilot not Flight Attendee Queing Time / Information / Services Queing Issue was a main problem & everyone seems lost & cannot relate towards the theme park CSM called the visitor and replied his email: Thanked him for the feedback and suggestions.up. effectively only 2 hrs cater playing & the remaining 3hrs are for queing.017 366 3108 Feedback Form Kids get bored easily and after 2 visits. Thanked her again theme park operate & where to begin & for the feedback. CSC apologized for such experience & CSM called to f. operate & how to go about the theme shortcomings and informed her that we park itself. Advice to try out other new establishments which has less queing time. Propose video shows. and inconvenienced casused. CSC apologized for such incident occur & apologized and explained on the Nippon Paint Attendants : Hamidi . She is satified with the f. Taking too much customer on how the them park operates and informed her that we will consider her time waiting to enter each shop / outlet. etc.up by CSM .up Case closed CSDVSFS0009 Maria Malina Zulkafly H/P . CSC has taken matter to explain how the Follow up call done. If accompany kids below 8yrs-old but the 4 kids that i brough are between 8-12yrs-old. suggest other estbalishments which can below 6yrs. CSC thanked for the feedback and apologized for the shortcomings and suggested that for other establishment available. Informed her the crowd mentioned there's other establishement was in view of school holidays and explain available which has less queing time. with less que time. CSM spoke to him .00 .013 380 7799 / Office .019 324 1026 / Email azam8482@hotmail. Thanked him for CSD Coordinator has spoken to the visitor the feedback and that we will ensure that and apologised for the misunderstanding the misunderstanding will not recur again. Informed him that we are delighted to know that he plans to host his 2 daughters birthday at KidZania.up. case closed 13 CSD VSFS0017 13th March 2012 Nellie Lim Tuesday H/P .012 290 8322 Feedback Form Queing Time Most of the time its queing from the 5hrs time.RUDE . advise. I have been to kidzania KL twice but felt that we are bring "short change" coz some of the facilities are still not fully fucntioning. Kids should be given a standard puch to keep Air Asia Queing System down during peak period where all mix up & long queue till outside. CSC thanked the visitor for the feedback CSM called visitor to f. Called thanked and apologized again. CSC thanked the visitor for the feedback CSM called Pauline to thanked her again & apologized for such experience but has on the feedback.up. Advice the apologized to him on the shortcomings 1st session. She accepted our the visitor still insist to lodge a complaint clarification & feels dissatisfied.com. The parents lounge has nothing to offer except newspaper.019 226 4923 / Office . Suggestions . Tickets price is detering some parents that i know from coming to kidzania. Thanked and apologized to him on the shortcomings CSD Coordinator thanked the visitor & due to school holidays and suggested that Safety & Security very good but spend 5hrs only explain how the theme park operates & he comes on weekdays since his kids are join 2 activity.019 251 5511 / Email sorayya@um. Issues escalated to operations manager.03 2240 7554 / Email rsutha@tm. Forward his request for Birthday Parties on 21st April and 25th May to Sales Group for further action. too crowded.012 399 9064 Feedback Form Queing Time Limit the number of participant per section to reduce the queing time.f. (sent to Hiba . Some other attractions will be good or special package to make it more affordable or value for money.03 7729 0919 / House . Syirin . Que is too long.on return calls and f. Yet to her our concept. com H/P . Thanked her for the suggestion. it’s a waste of time. Understandable. CSC thanked the visitor for the feedback & shall take into considerationo for such incident occur thus apologized for such experience.on return calls and f. will consider her feedback.012 323 5995 / Email mariayeoh@gmail. Case closed case closed Case closed CSDVSFS0014 Azum Mohd H/P .my Feedback Form Case closed CSDVSFS0010 Suthamathi R Feedback Form Queing Time My Kids had queing numbers given at KPJ hospital & waited for 20mins to be told that the hospital was not able to take in anymore due to the tv3 shooting about to take place. Thanked and Airport have not informed us on closing time for & apologized for the incident.up. Very unhappy.f. Thanked and Not enough information was given regarding the advice the visitor on how does KZKL apologized to her again on the sessions.No Queue Card Given coordinator's in-charge satisfied with our services .follow up. Escalate issue to establishment managers.co m H/P . Should promote a group package or family pass or annual pass with a discount in price. Informed the visitor that the shooting is for a short time only and suggested for her kids to try other establishments.012 262 6775 / Email laiyeenchow@allianc efg. magazines. CSC apologized for the incident happened. Morning session is said to be at 10. She is satisfied with our how can it be done explanation. I would think my kids will come probably 2 or 3 more times.my Feedback Form Queing Time 12 CSDVSFS0012 12th March 2012 Megat Nor Azam Monday Feedback Form Staff Attitude CSDVSFS0013 Sorayya Malek Feedback Form Information CSM spoke to her .012 313 1388 Feedback Form Queing Time Case closed CSDVSFS0016 Pauline Hui H/P .up to thank.up to thank.up.thanked him again for his support.duly acknowledged. She is Rude!. CSM called visitor to f. case closed Called visitor . F.
com Feedback Form Queing Time / Services Fire Station Queue . There is no way he can please everyone & we are very sorry he had to go through all that unpleasant because of us. Extended the message to escalated the matter to CSM. We sincerely hope Cedric will not Cedric and Managers.suria@yahoo. Would like to extend our gratitude & thank Cedric . Pls look into this! I feel like I have been short change for an hour. feels being cheated & agreed to lodge a then give them time to shop & cash in their complaint.Cedric CSO "handling our case" would like to compliment Cedric for his profesionalism and prompt service recovery with regards to handling our case. get into trouble for the decision he made on our behalf.30am & my kidzhave only explore 1(one) station!! Every workstation CSD Coordinator inform visitor that we is full & required an hour-2hrs seating time. Not fair to the escalated to management. To improve feedback & explained on the current meeting. Told her that her concerns will be our explanation. He made a decision to extend to our kids the exception in the queue for the Fire Station as he knows we had queued since 3.30pm depending on the Time hang around filling up complaint form from the shortcomings. visitor .f.sg nil nil CSDVSFS0022 Suria Feedback Form Queing Time / Services CSC thanked the visitor for the feedback Issues discussed during manager's & apologized for such experience thus meeting.co m Feedback Form Queing Time / Information / Services case pending . & feels cheated. If they cant do it. Spoken to visitor. up and thanked her experience.15 all the Called the Visitor . She accepted consideration for such incident occur our explanation. nil nil Case closed 15 nil 15th March 2012 Thursday nil nil H/P .019 328 1193 Feedback Form To Kidzania Management There are to many complaints but just don’t know where to start. Most of the games work. Popular occupation should cut down on the waiting time. Case closed 14 CSDVSFS0021 14th March 2012 Wednesday Debbi Wong Lai Yin H/P . TQ case closed CSDVSFS0024 Suzana Ismail H/P . She accepted messy to enter the play area. thanked her especially for Bomba which passing by all the situation of "early closing" & how the for the feedback and informed her that we crowd but need to improve because little bit operation work around the theme park will consider her feedback. visitors who actually padi untill 3pm.15pm.13 13th March 2012 Tuesday NSTP . It is extremely dissapointinig to know that KidZania management operations are poor! We have been here since 10. the exception was made also due to the error in your online booking system. Operation her feedback & apologized for such time for this place is from 4-9.Children were informed after waiting for 40mins that the reports they have to write are very complicated.012 284 8095 / House . At 8.012 324 3344 / Office .20pm till 9pm. Number of people should be controlled especially during the school holidays. you meeting. thanked her advice the customer on how the theme for the feedback and informed her that we park operate but shall take into will consider her feedback. Have mentioned that there Information / outlet we went sat it's close & all last session. Spoken to visitor. regarding this. Very lousy & confusing the visitor on the instructions to play & also nor sufficient info of CSD Coordinator thank the visitor for the Issues discussed during manager's every game & not attracting. The attendant informed the parent that & advice the visitor regarding on the they can assist all children participating.co m. If Issues discussed during manager's appreciate her feedback. CSD VSFS0018 H/P . Case closed CSDVSFS0023 Rick Wong H/P .012 324 9817 Feedback Form Information / Services Case closed CSDVSFS0025 Ruby Davin H/P . 30mins to enter the place. demand a refund as you the management shou.com Feedback Form Establishment Spoke to the visitor and inform her that the feedback and suggestions will be considered. They should CSC thanked the visitor for the feedback leave.ld know how it feels to pay RM220/. Explained to her are certain establishment which has a last Services / Queing think if we pay till 9pm it should be till 9pm not our role play concept and apologize for session by 8. To seek management's decision listen to his explanation due to frustration should limit the number of kids at a time! I with regards to her demand. close very early 1hr before 3pm. Sessions should finish 9pm & explanation. She accepted our activity time frame as well. She is happy that we called her. the children & not have them wait for 40mins & then turn them away. She refused to your could foresee this on a school holiday. Start with this. FYI.35pm.+6597548842 / Email ms.rick wworld@gmail. money not rush everyone back at 8. please have a sign upfront to alert respective coordinator.03 9074 8191 / Email rubydavin@yahoo.+6598891728 / Email .thanked him on the compliments & appreciate their concerned & shall An email will follow with detailed explanation given to Cedric. nil nil Check-in was time consuming.karimally@g mail.& play at 1 workstation!! You definitely deserve media highlights on this. I for the feedback again. It was a tough call he made & he ended up having to face i-rate CSM follow up the feedback raised by CSC thanked the visitor for the feedback parents who did not understand the siatuation. Give matter & shall escalate the issue to the this situation. But she still 8.03 2094 Shamira Karim Ally 1786 / Email shamira. you don’t even have a proper CSD Coordinator thanked the visitor for complaint form for one to write on.
paid the issues immediately. Escalate the RM55 for child. Unknown What To Do for 1st Time Visit. The girl was the last session. He is happy that we called Feedback escalated to Operations Manager .husband spoke on her child.CSDVSFS0026 April Lee H/P . Parents are allowed to que on behalf of their kids who are playing other games.012 985 2711 Feedback Form Queing Time / Services / Information Waiting time too long .com Form Queing Time / Services Fire Station queue management was not well managed. And when its our turn to play. She Issues had been escallated to frustrating experience. Case closed CSDVSFS0027 Chong K. 2012. Spoke to the visitor and inform him that the feedback and suggestions will be considered. Issues discussed during manager's meeting.no Issues discussed during manager's kids group was initially kids up till the stage answer. Every job / task also long queue time 1hr to do 1st job. What if there's senior citizens & people with strollers? You Called the visitor. At Air Asia. thanked her for the feedback and in the line being asked out of this activity meeting. She immediately and somemore i was told the 9th for the feedback and informed her that we was happy that we clarify the issues child is allowed in because the 8th & 9th will consider her feedback.03 9274 Establishment 4454 / Email Feedback whitney. She was happy that we clarify Kidzania staff should control & monitor. weill known kidzania has poor management in Malaysia. thanked her for the should control the crowd.tabled at Manager's meeting case closed . Cost / Value if come in after 11. He even waste time to solve this problem. apologized for such experience for a 1st Should provide short briefing. All places closed too early although kidzania closes @ 9pm. CSDVSFS0030 H/P . when quarel with the commander & the fire truck driver. Has escalated for the feedback and informed her that we at the hotel(fire incident) there were 9 kids in the issues raise during the Manager's will consider her feedback. Escalate the feedback to children are friends & accept willing to share a our explanation. thanked her when they went the fire truck but upon arriving appreciate his feedback.1hr to get inside is too much. infact my son is NOT the 9th Called the visitor . Abd Aziz Feedback firstname.lastname@example.org not worth.016 219 9984 Feedback Form Queing Time Long Queue. When I informed the queuing kids on last queue. 2012. ther were also stumped as they confirmed there are 8 kids in the truck. Time / Duration on Weekend Too CSC thank the visitor for the feedback & Short. case closed CSDVSFS0028 Hew Lin Ling H/P . Entered @ 5pm. But the person in-charge didnt do this! What an unfair treatment. Only able to visit 3 timer. but end up 9person are admitted.H. Spoke to the visitor and inform him that the feedback and suggestions will be considered. time we stood queing. available for less queing.com Feedback Form Queing Time / Information / Services 16 16th March 2012 Friday The queueing system at every "counter" is not proper. one of my son is without the uniform. A the supreme court. wish not to listen to my explanation due to asked why there was no earlier notification.she ignore the incidents. No proper info / guide along the city . Not enough uniform. thanked her for the feedback and informed her that we will consider her feedback. Spoken to visitor. Eg. Staff(mostly) .not friendly didnt know how to explain.012 213 1951 / House . She accepted our explanation. Why in the 1st place the 9th child is allowed in? I think the simple solution to this problem is to get the 9th child out of this activity. but when reach communication skills and failed to apologized for such experience but she their turn. my 5yr-old feedback and apologize for the incident boy was queing & bigger boys cut the queue. The reason is because : by right 8 person are allowed in each time. Form com Queing Time / Services / Information My 3 kids have waited for > 1 1/2hrs to play fire fighter. My Unable to talk to the visitor on the HP . Many children are queing up but some other will cut queue but the person in-charge Spoken to April on her frustrations . our explanation.hew@gmail. H/P . CSC escalate matter to CSM.019 286 7989 / Establishment Email Feedback ckh006@gmail. hose. happened. Jacky Lee H/P . RM35 for myself & most of the feedback to Operations. answered that she has informed the kids living management during Managers' meeting in front to in-charge. my relates that the Zupervisors lacked CSC thanked the visitor's feedback & children have been waiting long. Spoken to visitor. I definitely wont recommend this place to friends.012 611 1440 / Establishment Email Afinaz Bt. She accepted immediately. Less Organize. Advice visitor to try out other jobs place. Shahrul. case closed CSDVSFS0029 Hasfaleena Abd Ghaffar Establishment H/P . My querry is why isnt the 9th child who is Issues discussed during manager's behalf. Spoken to visitor. She accepted uniform.Escalator was switched off. causing shortage of the water pump for meeting on 19th March.016 666 5519 / Email email@example.com at Manager's meeting case closed 17 CSDVSFS0031 17th March 2012 Saturday Mr. This is ridiculous that a held on 19th March. He is happy that we called Feedback escalated to Operaations Manager .co Form m Queing Time / Services / Information Queing time to enter took 1hr.you'll get confuse 1st then later try to figure out yourself on how the things run. Fire Fighter / Dental & Beauty Salon. thanked her apologize for the incident happened. Especially During Peak Season. my kid. Left voice message that we meeting.
She is happy that we called her.012337883/ alisontan2023@gmail. In between that time. We still have one hour again at KidZania KL. bought 7 children. com Email I would like to complain of the bad experience I wnet through yesterday during my visit to Kidzania with my group (which is also our first ever visit). Feedback escalated to Operaations Manager tabled at Manager's meeting Case closed 18 CSDVSFST001 18th March 2012 Sunday Alison Tan HP No. The kids wasted theirprecious time. This is ridiculous. 1) Filming of some local tv show during school holidays when the whole Kidzania was packcause many activities to be cllosed from 11 am to 1 am. she responded and will be back soon. Told her Queing/Establish entrance but we disappointed with the lack of that as a gesture of goodwill like to extend ment Services activies to enjoy. CSD spoke to her 1) Thanked her-told her that we have checked with management and we feel that its only right we give her a replacement visit 2)Told her that we don't normally do this however. as we believe Kidzania is made for family 3) Advise her to come on the weekdays. 3)Worst experience is after waiting in line (beauty salon)-the staff did not tell the poor children waiting in line was going to closed. McDonnell H/P . You need a formal system to CSC thank the visitor for the feedback & ensure that children enjoy this experience. Called her again to inform that Management decided to let her kids to experience at KidZania again. all the other activities were packed due to the closure of CSM send out email to thanked and ohter activities due to the filming. The kids were waiting for their turn for more than 40 mins and was just told to leave as it was closing. to say we will not come back. I apologized for such experience. before closing at 3 pm. We paid for apologized on the shortcomings. case closed . An unpleasant & dissatisfying experience! Spoke to the visitor and inform her that the feedback and suggestions will be considered. 2) At 2 pm. several activities to her family an apportunity to experience were already closed.18 CSDVSFS0032 18th March 2012 Sunday Mrs. It is very disappointing that at the last hour the activities are closedhospital/firehouse/police station/salon/tv3 station. I bought the 10 am to 3 pm slot. Needless available in KZKL. all of them have left upset & Mentioned that there's other jobs which dissapointed! A total waste of money on my part can be ontain aside from hot jobs & an awful birthday for my daughter.017 622 3417 Feedback Form Information / Queing Time This felt like you were taking money for nothing! In 5hrs we were only able to experience 2 jobs.
Nature of Feedback Accident Satff Attitude Information Maintanance Attendance Human Resources Services Queuing time Total Percentage (%) 0% 10% 22% 0% 0% 0% 34% 33% 100% Feedback Statistic .
atistic Accident 0% Satff Attitude 10% Queuing time 33% Information 22% Maintanance 0% Services 35% Attendance 0% Human Resources 0% .
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