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E=1, T=2

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Project “Mystery Customer” SEC
Connection Questionnaire
Sector
City
Office
Office Code
Name of Mystery Customer
Office name
Mystery Customer’
Nationality
Supervisor Name:
Time and Date of the visit

Saudi
=1
Non-Saudi = 2
Time: From _____________ to ___________, Date: _____ /_____ /
_____

Day
Date & Time of Back Check

Time: From _____________ to ___________, Date: _____ /_____ /
_____

Service Evaluated
New connection
Additional connection
Reinforcement of connection
Splitting connection
Combination of connection
Reconnecting after disconnection

1
2
3
4
5
6

Before entering inside the office:
Q1a –Was car parking facility available for customers outside the office?
Yes
No

1
2

Go to Q1b and check for code 1, 2, 3
Go to Q1b and check for code 4

Q1b. How will you evaluate the parking condition?
Easily parked in SEC
visitor’s parking

Parked with some
difficulty in SEC visitors
parking

1

2

Parked near SEC office
(but not in visitors
parking ) as it was
already full
3

Parked a far from SEC office
/ No parking
4

Q2a. Please evaluate the below attributes that specific to exteriors of SEC office.
Exteriors of the office

Yes

No

Evaluation
Excelle
nt

Cleanliness and
appearance outside of
the office (i.e. doors,
windows, front wall
floor)
Display of working
hours & visibility
condition
Information specific to
direction / Ease of
finding the entrance

Satisfact
Needs
ory
improveme
nt

1

2

3

2

1

1

2

3

2

1

1

2

3

2

1

Reasons/feedback for areas of
improvement or if the answer is “NO”

SEC | Mystery Customer Questionnaire, February 14, 2016

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Please evaluate your overall satisfaction with the exterior look and feel of SEC office? Excellent 3 Satisfactory 2 Needs improvement 1 After entering the office: Q3a. i. How would evaluate your overall satisfaction with the interior look and feel / ambience of SEC office? Excellent Satisfactory Needs improvement 3 2 1 Q4a. 2016 2 . February 14. 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 SEC | Mystery Customer Questionnaire.E=1.Please check and evaluate the below attributes that specific to interior of SEC office. Interiors of the office Cleanliness inside the office Availability and performance of Help Desk Availability and ease of finding the queuing machine for waiting coupon Availability and condition of sitting place at the office Availability and ease of finding the broachers and pamphlets Were all of the posters/ visuals installed firmly and correctly. not bent/ peeling/ falling off and not fixed with masking/ transparent tape Cooling / Temperature inside the office was good (Not hot. T=2 2 Q2b.) Ye s N o Evaluation 1 2 3 2 1 1 2 3 2 1 1 2 3 2 1 1 2 3 2 1 1 2 3 2 1 1 2 3 2 1 1 2 3 2 1 Excellen t Satisfact Needs Reasons/feedback for areas of ory improveme improvement or if the answer is “NO” nt Q3b.e. AC is working etc.

E=1. February 14. What is the total number of counters at the office? Total number of counters ______________ SEC | Mystery Customer Questionnaire. What is the no of working counters at the office? No of working counters ______________ Q4d. T=2 3 Q4c. 2016 3 .

E=1. February 14.) Did staff address you properly Friendliness during discussing with customer Completely focusing in dealing with the customer Was eating while serving you Was making phone call while serving you The way the employee was sitting Yes No Evaluation Excelle nt Satisfact Needs ory improveme nt 1 2 3 2 1 1 2 3 2 1 1 2 3 2 1 1 2 3 2 1 1 2 3 2 1 1 2 3 2 1 1 2 3 2 1 1 2 3 2 1 1 2 3 2 1 1 2 3 2 1 1 2 3 2 1 Reasons/feedback for areas of improvement or if the answer is “NO” Q5b. Please check the service level and evaluate the below attributes that specific to appearance and attitude of Customer Service Representative at SEC office. T=2 4 Q5a. Appearance and attitude of Customer Service Representative Wears the national dress Hairstyle and beard were neat and properly made Staff was carrying a visible name badge Did the staff take unnecessary break between dealing with customers? Did the staff greet you? (Kindly evaluate based on the whether it is warm greeting or a cold greeting without any facial expressions etc. 2016 4 . How would evaluate your overall satisfaction with the appearance and attitude of front desk employee / CSR? Excellent Satisfactory Needs improvement 3 2 1 SEC | Mystery Customer Questionnaire.

February 14.E=1.) The Customer Service Representative has guided correctly to respective Customer Service Representative if it was not his work The Customer Service Representative also provided other relevant info about the query / transaction approached based on his/her own initiative (like recommending online. Please check the service level and evaluate the below attributes that specific to knowledge and skills of Customer Service Representative at SEC office. easy to understand etc. SMS. Knowledge and skills of Customer Service Representative The Customer Service Representative was able to understand the query / transaction very quickly Received complete and precise information relevant to the query / transaction in SMS on the mobile The communication by the Customer Service Representative was proper (speaking in correct speed.) The employee explained all the required documents without missing anything Guided you to the selfservicing machine Yes No Evaluation Excelle nt Satisfact Needs ory improveme nt 1 2 3 2 1 1 2 3 2 1 1 2 3 2 1 1 2 3 2 1 1 2 3 2 1 1 2 3 2 1 1 2 3 2 1 Reasons/feedback for areas of improvement or if the answer is “NO” SEC | Mystery Customer Questionnaire. Customer care etc. 2016 5 . T=2 5 Q6.

February 14. T=2 6 Q7a. only by 1 SEC office Customer Service Representative dealt with my query / grievances More than 1 1 2 SEC | Mystery Customer Questionnaire. Number of Persons None. Closing the query Yes The Customer Service Representative has registered / accepted your query / complaint / submission The Customer Service Representative has given the reference no The Customer Service Representative was able to solve the query or complete the transaction The Customer Service Representative has given clear information about the next steps and timeline for the steps The Customer Service Representative asked whether you need anything else The Customer Service Representative shared the farewell note by saying “Thank you” or “thanks for visiting” etc. The number of persons you have been directed to. N o Evaluation Excelle nt Satisfactor Needs Reasons/feedback for areas of y improveme improvement or if the answer nt is “NO” 1 2 3 2 1 1 2 3 2 1 1 2 3 2 1 1 2 3 2 1 1 2 3 2 1 1 2 3 2 1 Q7b. How would evaluate the overall performance of the front desk staff / employee/CSR at SEC office? Excellent Satisfactory Needs improvement 3 2 1 Q8. Please check the service level and evaluate the below attributes that specific to closing the query / discussion at SEC office. What is the total time of service given by / interaction with SEC office Customer Service Representative? ______________ Hours ________________ Minutes Q9. 2016 6 .E=1.

E=1. What are your suggestions to SEC management to improve the overall experience of your today’s visit? Thank You SEC | Mystery Customer Questionnaire. How do you evaluate your overall experience (including SEC office. February 14. T=2 7 Q10. satisfaction with the service requested etc. How do you evaluate the overall performance of the SEC office’s procedures and processes? Excellent 3 Satisfactory 2 Needs improvement 1 Overall Performance Q12a. procedures. 2016 7 . staff. Please check and evaluate the below attributes that specific to procedure followed at SEC office? Procedures and processes at SEC Office The procedure and processes for the requirement was easy and simple Total time spent to process the requirement was justifiable The requirement was processed/completed as per your expectations (in terms of efforts)? Ye s No 1 Evaluation Excellent Satisfactory Needs improveme nt 2 3 2 1 1 2 3 2 1 1 2 3 2 1 Reasons/feedback for areas of improvement or if the answer is “NO” Q11. Q12b.) of today’s visit to SEC’s office? Excellent 3 Satisfactory 2 Needs improvement 1 Please ask Q12b if Q12a is coded 1.