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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
Temporary 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 check and evaluate the below attributes that specific to exteriors of
SEC office.
Exteriors of the office

Yes

No

Evaluation
Excelle
nt

1.Cleanliness and
appearance outside of
the office (i.e. doors,
windows, front wall
floor)
2.Display of working
hours & visibility
condition
3.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 22, 2016

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Availability and performance of Help Desk 3.Were all of the posters/ visuals installed firmly and correctly. not bent/ peeling/ falling off and not fixed with masking/ transparent tape 7.e.) 8.Proper Lighting inside the office 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. 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. 2016 2 .Please check and evaluate the below attributes that specific to interior of SEC office. 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 SEC | Mystery Customer Questionnaire. How would evaluate your overall satisfaction with the interior look and feel / ambience of SEC office? Excellent Satisfactory Needs improvement 3 2 1 Q4a. T=2 2 Q2b.Availability and ease of finding the broachers and pamphlets 6.Cooling / Temperature inside the office was good (Not hot.Availability and condition of sitting place at the office 5.E=1.Availability and ease of finding the queuing machine for waiting coupon 4. February 22. i. AC is working etc. Interiors of the office 1.Cleanliness inside the office 2.

2016 3 . T=2 3 Q4b. February 22. 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 total number of counters at the office? Total number of counters ______________ Q4d.E=1. What is the no of working counters at the office? No of working counters ______________ SEC | Mystery Customer Questionnaire.

Did staff address you properly 7.Friendliness during discussing with customer 8. Please check the service level and evaluate the below attributes that specific to appearance and attitude of Customer Service Representative (CSR) at SEC office. T=2 4 Q5a.Completely focusing in dealing with the customer 9.E=1. 2016 4 .Did the staff greet you? (Kindly evaluate based on the whether it is warm greeting or a cold greeting without any facial expressions etc.Wears the national dress 2.Did the staff take unnecessary break between dealing with customers? 5. February 22. 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.) 6.Staff was carrying a visible name badge 4.Properly shaved or beard properly trimmed 3.The employee was sitting on his seat properly 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. attitude and professionalism of Customer Service Representative 1.Was making phone call while serving you 11. Appearance.Was eating while serving you 10.

Received complete and precise information relevant to the query / transaction in SMS on the mobile 3.The Customer Service Representative also provided other relevant info about the query / transaction approached based on his/her own initiative (like recommending online.E=1.) 4.The communication by the Customer Service Representative was proper (speaking in correct speed.The employee explained all the required documents without missing anything 7.) 6. 2016 5 . Customer care etc. T=2 5 Q6. easy to understand etc.The Customer Service Representative has guided correctly to respective Customer Service Representative if it was not his work 5.Guided you to the self.servicing 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. Please check the service level and evaluate the below attributes that specific to knowledge and skills of Customer Service Representative at SEC office. SMS.The Customer Service Representative was able to understand the query / transaction very quickly 2. Knowledge and skills of Customer Service Representative 1. February 22.

2016 6 . T=2 6 SEC | Mystery Customer Questionnaire. February 22.E=1.

only by 1 SEC office Customer Service Representative dealt with my query / grievances More than 1 1 2 SEC | Mystery Customer Questionnaire. Please check the service level and evaluate the below attributes that specific to request handling skills at SEC office. Number of Persons None. T=2 7 Q7a. Q7b. select NA=Not Applicable) Request handling skills Ye No N Evaluation s A Excelle Satisfacto Needs Reasons/feedback for areas nt ry improvem of improvement or if the ent answer is “NO” 1.The Customer Service Representative has registered / accepted your 1 2 3 3 2 1 query / complaint / submission 2. How would evaluate the overall performance of the front desk staff / employee/CSR at SEC office? Excellent Satisfactory Needs improvement 3 2 1 Q8. February 22. What is the total time of service given by / interaction with SEC office Customer Service Representative? ______________ Hours ________________ Minutes Q9.The Customer Service Representative was able to 1 2 3 3 2 1 solve / complete the case 4. 2016 7 . The number of persons you have been directed to.E=1.The Customer Service Representative has given clear information about the 1 2 3 3 2 1 next steps and timeline for the steps 5.The Customer Service Representative was able to 1 2 3 3 2 1 solve the query 6.The Customer Service Representative shared the farewell note by saying 1 2 3 2 1 “Thank you” or “thanks for visiting” etc.The Customer Service Representative has given 1 2 3 3 2 1 the reference no 3. (Please note if the visit is just the enquiry without any registration.The Customer Service Representative asked 1 2 3 2 1 whether you need anything else 7.

satisfaction with the service requested etc.) of today’s visit to SEC’s office? Excellent 3 Satisfactory 2 Needs improvement 1 Please ask Q12b if Q12a is coded 1.E=1. procedures. select NA=Not Applicable) Procedures and Ye No NA Evaluation processes at SEC Office s Excellen Satisfactor Needs Reasons/feedback for areas t y improveme of improvement or if the nt answer is “NO” 1. staff. How do you evaluate your overall experience (including SEC office. Please check and evaluate the below attributes that specific to procedure followed at SEC office? (Please note if the visit is just the enquiry without any registration. Q12b. February 22. What are your suggestions to SEC management to improve the overall experience of your today’s visit? Please fill in the following details: Also attach the corresponding token and reference bill Name of the Real Customer (Recruited by MC) Contact details of Real Customer Transaction SEC | Mystery Customer Questionnaire.The procedure and processes for the requirement was easy and simple 2. T=2 8 Q10. 2016 8 .Total time spent to process the requirement was justifiable 3.The requirement was processed/completed as per your expectations (in terms of efforts)? 1 2 3 3 2 1 1 2 3 3 2 1 1 2 3 3 2 1 Q11. 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.

2016 9 .E=1. T=2 9 reference No Thank You SEC | Mystery Customer Questionnaire. February 22.