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(Retail Training & HSE Compliance)
Report By: Agha Salahuddin Arhum Ghous Farrukh Shaikh Maria Rasheed Qurat-ul-ain Umer Yousuf
Survey of selected PSO Retail outlets to assess and analyze housekeeping, HSE & customer services standards
Table of Contents
Benefits of survey
Acknowledgement We are very thankful to God, who gave us strength to gain knowledge and hence complete this report within time. Without His support, we would never have been able to complete it. We would also like to thank Sir Vaqar Khan, the GM of the Human Resources and Training & Org.Department of Pakistan State Oil, the largest Oil Marketing company of Pakistan, for his support throughout our period of 6 weeks and encouragement to work hard and gain as much knowledge as possible from his talent and experience. May God bless him and provide us with more opportunities to work under his supervision and guidance! We would also like to thank all the employees of the PSO house and staff at the retail outlets for supporting us at their best and showing co-operation throughout our internship period, which has finally proved the fact in our hearts that employees at PSO work and contribute together, like a Family! Special appreciation to Ms. Rubina Jan, Sir. Ehsanullah Sheikh and Ms. Asma khan for providing us their support and encouragement at their best, who were actually there throughout the complete period, to guide us about the survey till the completion of our project. Last but not the least, special thanks to our team members who consistently coordinated with each other and completed this report on time. We enjoyed a lot, we had a lot fun and jokes, we made good friends and learned a lot of work at profession and led this experience towards the best achievement altogether, however, this
internship period taught us, how to work efficiently and effectively in a team to achieve our goals.
A well maintained outlet not only gives a good impression of the company but it is a sense of pride and prestige for the dealer. However. housekeeping on our outlets including the customer services and will help to improve them by benchmarking the competitors’ outlets. analyze and give recommendations for improvement. This primary responsibility is handled by Retail department by maintaining the retail outlets. HSE & customer services standards and access. 5|Page . It will be helpful in standardizing the services on PSO’s outlets and will eventually affect the sales. The results of the survey will help to identify weak areas regarding cleanliness. The retail outlets are the most important place to interact with customers and provide them company products with best possible services.Executive Summary PSO is the largest Oil marketing company in Pakistan. which puts special emphasis on the satisfaction and long term profitable relationships with its customers. The impression and the services that customer take away are the deciding factors for future retention of that customer. we as interns at PSO have conducted a survey on 24 NVRO’s sites of PSO to find existing practices with respect to housekeeping.
the outlet should be maintained in best possible way. The overall outlook of the retail outlet is very important as we know that the first impression is the last impression. A well maintained outlet not only gives a good impression of the company but it is a sense of pride and prestige for the dealer. It will help to identify the root causes of cleanliness issues and the attitude and approach of dealers with respective to their outlets. The impression and the services that customer take away are the deciding factors for future retention of that customer. In order to gain the attention and loyalty of the customer. maintenance cost of equipment decreases and risk of the accidents also decreases. cleanliness and housekeeping which should be randomly compared to competitors sites. 6|Page . By maintaining proper cleanliness the life span of equipment increases. Major areas of concern to ensure first class customer services are the general attitude and services rendered to customers. The retail outlets are the primary location where we can leave a favorable long lasting impression on the customers’ minds.INTRODUCTION: The retail outlets are the most important place to interact with customers and provide them company products with best possible services.
We used convenient sampling method in our survey Time Frame: The total time taken to conduct this research was 4 weeks. & customer services standards and access. By maintaining proper cleanliness the life span of equipment increases.” Methodology: The survey conducted through observation & interview based questionnaire. It will be helpful in standardizing the services on outlets and will eventually affect the sales. 7 working days were utilized to visit 24 outlets of whole report. 7|Page . performance and general outlook with a total sample size of 24 sites. HSE. maintenance cost of equipment decreases and risk of the accidents also decreases. few selected PSO’s sites in each of Karachi Division wereselected based on their prime locations. analyze and give recommendations for improvement.Objectives: “The objective of this survey is to find out existing practices on PSO’s with respect to housekeeping. Karachi remaining days were utilized in completing the Benefits Of The Survey The results of the survey will help to identify weak areas regarding cleanliness and housekeeping on our outlets and will help to improve them by benchmarking the competitors’ outlets. Considering the purpose of the survey.
A03. COCO PSO 23 MG Motors Bhittai Ittehad AB Ghazi Ideal Karsaz A01 Gasoline Inn Ovaise National Sterling Ser Station Qurban Service A02 Chowrangi Service Razi Service Sadiq Gasoline Chashma Service Super Service Al Hamd Crystal F/S Fancy Chand Super A03 Alpha PET A04 Noor Pet Shaheen Service Roshan Standard 8|Page . A04.1. Out of which 6 were COCO sites while rest 18 were Dealer’s sites we selected each outlet from different areas (A01. Below is the list of outlet where we conducted our survey.4 SAMPLE SIZE We have conducted survey in 24 NVRO’s in Karachi Division. A02.
Further we have also focused on convenience factorwhether in IN and OUTout signs are followed in on the outlet. Washroom: 9|Page . availability of attendant in helping out customer and greet them. we have covered several areas of the retail outlet with respect to its HSE. The purpose and details are described below Outlet: We considered more on overall look of the outlet and its cleanliness. and if provided and then whether customer are satisfied are not and whether they put that area clean. In this area we focused on availability of facilities were suppose to check whether other facilities (such as oil changing car wash and tyre changing services are provided are not. Moreover we had also considered whether they have provided bakery stuff as well.Survey Details Our survey is conducted in 24 NVROs of Karachi. Non Fuel Retail & facilities (tyre shop/oil changing/carwash). Convenience Store (the shop Stop) We had checked the quality of the product and their expiry. In this area we have also checked whether they do provide lighter/matchbox etc. customer service standard and housekeeping of the particular retail outlet. The main personnel responsible for outlet cleaniliness and minatainece etc. The survey is basically conducted in order to check the overall maintenance of forecourt area such as DU. Forecourt. overall cleanness of the forecourt area. Moreover we have also considered that ATM services are provided and if provided then is it 24/7 available in outlet.
soap etc is available in it or not. and if they clean then how often. Customer Services: The survey which is conducted through in-depth interview in order to take feedback of customer about the services offered at PSO retail outlet and do they satisfy with the services of the PSO. We interviewd customers also asked them about about the behavior of attendant on forecourt. we also considered whether customers is allowed to use outlet washroom or not. at services areaswith the customers do if they really greet and help them out and are they satisfy with the current services provided at PSO Petrol StationPSO retail Outlets 10 | P a g e . in order to implement this concept on the dealer’s side we just wanted to check whether to have a safety warden is worthy. Safety Warden: Safety warden concept is yet only introduced in on COCO Sites. We have also checked is safety warden doing his job correctly. and whether they keep washroom clean.We checked whether condition of the washroom and besides few basic thing such as towel. in our survey we asked comment of the manager regarding it.
O 14 f 12 O u 10 t l 8 e t 6 s 4 4 2 0 a. while there were only 1 outlet where they hired a trainee supervisor and in remaining 4 outlets there was dealer or owner itself managing all these issues i.DATA ANALYSIS 1) Who is mainly responsible to look after cleanliness and housekeeping every day? 20 18 19 N o 16 .e. 11 | P a g e . Trainee Supervisor c. Outlet Manager b. Other: ______________ 1 From the Survey of 24 Retail Outlets. As a result the dealer or owner manage is mainly responsible for the cleaning and cleanliness of the Outlet. Outlet manager is responsible in almost of the retail outlet. Housekeeping and cleanliness.
Once a quarter c. 10 o f 8 O u t l e t s 6 4 13 5 2 2 0 a. five once in a quarter while only two outlet use to have this practice semi-annually Due to this the outlet overall look was not up to mark. Once a month b. Which do not give a good impression to Customers. 12 | P a g e .2) How frequently is the thorough cleaning of the outlet held? 14 N o 12 . Once in six months While conducting our survey we found out almost 13 outlet use to have thorough cleaning once in a month.
4) How frequently Emergency Drills are conducted at your station? 14 O 12 N u 10 o t 8 . 17 outlet use to clean it twice a day. twice c. l e o t f s 8 2 once b. 17 O N u o t . And therefore was not giving good impression of it. overall outlet. car washing area and washrooms. car washing area. while eight outlet use to have cleaning whenever it is required. l 6 e o t 4 f s 2 0 a. 13 8 4 Semi-Annually c. rest only two outlet were there who use to clean it once in a day Due to which their outlet and washrooms were not as clean as it should be. During our survey. Quarterly b. whenever required Daily cleaning include regular cleaning of fore court. Never 13 | P a g e .4) How many times during the day is the outlet cleaned? 18 16 14 12 10 8 6 4 2 0 a.
in 4 outlet conducted quarterly while there were only 8 outlets where they have never conducted any emergency drill. As Retail outlet are more prone to danger so Outlets should use CCTV camera and other measures as well considering the situation of the Pakistan 10) How the new attendants trained about fueling process and serving customers at retail outlet? 14 | P a g e . and in any emergency situation it will bring a negative impact. The results that we got form our survey were . Posting Security Guards (Trained/UnTrained) d. in 13 outlet it is conducted semi-annually. o f O 20 u t 15 l e 10 t 5 s 0 a. None of them We found out only there were 7 outlet who use CCTV camera as a security measure and security guards both for the purpose of security while majority of the outlet use only security guards. from the result it shows that there were almost no Emergency drills conducted. Barriers c. 5) What measures have been taken for security purposes during routine operations? 25 N o . 21 7 4 CCTV Camera b. Emergency drill should be conducted according to HSE in the Outlet.
16 14 O 12 u 10 t l 8 e 6 t 4 s 2 0 a. There should be proper training session given to them in order to be more effective. During our entire survey we found out that the way they train attendent is not up to the mark . Twice c. Through training Sessions b. o f 13 15 4 Mostly New Attendant learns through basic instructions and self-observation. 0 11 13 Never According to the Survey. Self-Observation learning c. 12) Have there been any fire drills held on retail outlet? 14 12 O 10 N u o t 8 . According to HSE compliance fire drills should be conducted to know the proactive method 15 | P a g e . there are only 11 Outlets where fire drills are conducted once and others never had any fire drills. l e 6 o t f 4 s 2 0 0 a. we found out usually outlet train their employees by giving instruction due to which we observed employees are not well trained. Basic instructions given once N o . Maybe d. Once b.
27) Do you have 24/7 ATM and Cards (Corporate. Sometimes c. They should be given proper 16 | P a g e . Fleet & Loyalty) Service Available? 9 8 O u t l e t s 7 6 5 4 3 2 1 0 a. O f According to our survey. 6 outlets offer it sometimes. l 10 e o t 5 f s 0 a. Never 6 5 6 8 N o . 19 0 In a week b.14) How often is the preventive maintenance of DUs done? 20 O N u 15 o t . about 8 outlets always offer card facility. 2 In a Quarter d. on 5 outlet it is available on request and 6 outlets do not have this facility. This result shows that there is no Preventive maintenance done which could be very harmful in future. quarterly it is made in 2 outlets and in 19 outlets whenever it is required. 1 In a month c. Always b. On Request d. During our survey we also observed that attendent over their do not even know about these services which gives wrong impression about people working there. Whenever DU is non-functioning Dispensing Unit Maintenance is made monthly on once in a month in only 1 outlet .
o f 14 O u 12 t 10 l 8 e t 6 s 4 2 0 a. 1 for office block & 2 for outlet staff 17 6 From the survey. 16 7 Yes b. o f 20 O u 15 t l 10 e 5 t s 0 a. 1 for office block & 1 for outlet staff b. Attendant should be given manual about the services that is offered so that whenever a customer asks they should know about it. No 17 | P a g e . . 17 outlets have two washrooms in an outlet and 6 outlet have 3 washroom in the outlet As a result.information about the card service. 35) How many washroom facilities are available on the outlet? 18 16 N o . the mostly Outlet staff washrooms are in poor condition and gives directly attitude towards customers 38) Is it allowed for Outsiders to use the outlet washroom? 1.Washroom for Outsider N o .12.
As per our survey. in 16 outlets there is separate washroom are available for outsiders whereas 7 outlets of do not allow the outsiders to use the washroom. Customers facility is very important and proper emphasis on washroom should be done 18 | P a g e .
facilities & convenience b. guiding the vehicles at the entrance and exit and courteous to the customers? 19 | P a g e . Unkempt.Customer Service 43) What is the first impression while entering the outlet? 25 20 N o . 44) Is there any attendant to greet the customers. Clean. no facilities & inconvenience 4 We took feedback from customer at different outlet. o f O 20 u t 15 l e 10 t s 5 0 a. we came to know that 20 outlets are clean. convenient to the customer. while on the contrary 4 Outlets are inconvenient. PSO Outlets are clean. As a result according to customers.
l 6 e 4 o t f s 2 0 a. 9 11 No When asked about whether attendent at the retail outlet really guide them to check dispensing unit reading while fueling the vehicle 9 of the respondent said yes while 11 said NO. 14 9 No We were also concerned about whether the attendent available at the outlet do really greet customer as they arrive. 20 | P a g e . Training should be given to attendant so that they emphasis customer to check DU reading. Yes b. 9 Outlet customer said they do really greet them when they arrive while rest doesn’t PSO should improve their service on this. l 8 e 6 o t f 4 s 2 0 a. as it greeting with customers is really important 45) Is the attendant guiding the customer to check DU reading while fueling the vehicle? 12 O 10 N u 8 o t . Yes b.16 14 O 12 N u o 10 t . the result that we found after taking feedback from customer .
while at 9 outlets customers were not very satisfied with the service calling them as unfriendly and and disorganized. l 8 e O t f s 6 4 2 0 a. Unfriendly and disoriented We asked customer about the services such car washing and oil changing . 15 9 Courteous & well organized b. So PSO should improve on the Service at car washing and oil changing area otherwise this is effect the brand loyalty.46) How are the services at tyre service area and car washing area? 16 14 O 12 N u 10 o t . at 15 outlets the customer were happy and said their staff is courteous and work is done in a organized manner and were loyal to them. 21 | P a g e .
The reason why these outlet do not had lubricants on the lube rack is just was the lack of management control. No racks present on pump island Series1 no of outlet Axis Title In this portion we observed whether lubricant are available on lube rack on the pump island or not. We found out that out of 24 outlet there were only 11 outlet where we found lubricant on the lube rack while 8 were those where there were rack but no lubricant besides rest 6 were those where there were no racks present Availability of lubricant on the lube rack can help increase sell of lubricants as it will be in sight of customer and can remind customer that they need to change oil. No c. Yes b. It should be placed in a way that it will be visible to customer.Observation Are Lubricants available on Lube racks on the pump island? Chart Title 12 10 8 6 4 2 0 a. 22 | P a g e .
The reason why customer do not wear seat belt its just they are not aware of the harmful effects of it. Rarely c. Sometimes b. Chart Title b. Majority respondent do not wear seat belt . Yes 60% 23 | P a g e . No 40% a.Do you wear SEAT BELT while driving? 14 no of outlet 12 10 8 6 4 2 0 a. which is actually not right. Never Axis Title Considering safety precautions in mind we observed customers arriving are passing from the road use seat belt are not besides we also asked them about whether they wear seat belt while driving.
No 42% 58% According to the OGRA .In this question we interviewed customers about whether they use cellphone while driving. they do not want to do it because of the cost associated with it and time it take. one is suppose to do inspection of CNG cylinder in every five year we asked customer regarding whether to follow this regulation Out of the responses we came to know that 58% of the respondent do inspection while rest 42% either were not aware of it or . majority respondent which is around 60% said yes while only 40% said no The reason is again same they are not aware of the harmful effect of doing this. Have you taken CNG cylinder for inspection? a. Yes b. Customer feel inconvenience doing all this therefore they avoid doing inspection of the CNG cylinder 24 | P a g e .
Costly 15% 25% 60% In order to observe whether the prices at the car washing area is economical to customer we asked about the prices From the response we got to know that majority almost 60% of the outlets charge economical prices while 15% of the outlet are costly . Tyre change Area and forecourt Area? a. Yes b.How are the services at the car washing area? a. The reason why it is inconvienient is the location or space available is not adequate. Oil change. How often the staff wears proper uniform including shoes at Car Wash. although rest 25% of the outlets car washing services was inconvenient to customer. Inconvenient c. No 27% 73% 25 | P a g e . Economical b.
tyre changing were not well dressed. for giving a good impression to customers as well. From our observation.Proper uniform and shoes are the. some of them were not even wearing uniform . During our entire research we found out that 59% of the outlet of PSO had their sign visible and properly displayed while 41% outlets do not had proper sign visibility The reason was because they do not felt it important to keep sign visible. for the safety purpose as well as . 26 | P a g e . emergency shutdown .warning signs etc.23. Which is major concern as it gives positive impression to your customer if you are dressed up well Only attendant in forcourt area were dressed up appropriately. is essential in order to guide customer in a daily course and in emergency circumstances . No 41% 59% Visibility of signs such as in and out signs . Visibility of Signs a. Yes b. and rest had uniform but no shoes. we realized almost 73% of the attendant in car washing area . 1.
24. Few with validity & proper pressure 38% 62% We do checked their fire extinguisher expiry and their pressure indicator . because they do not thing its important are just lethargic to get these things done. Check the Fire Extinguisher’s Expiry validity & Pressure? a. 38% of the outlet either had expire or with no proper pressure fire extinguisher.1. Availability of First-Aid Box a. 27 | P a g e . Mostly with Validity & proper pressure b. and we came to the conclusion that almost 62% of outlet had proper pressure not expired fire extinguisher . During our survey we observed that 75% of the outlet does had first aid box while rest 25% of the outlet do not had. The rest why it was so. Yes b. No 25% 75% First aid box should be kept in the retail outlet as they are prone to certain injury and emergency .
office block washroom was somehow better as supplies like soap was there but there were no tap water available 28 | P a g e . Towel 21% 0% 79% c. Soap b. Nothing This was the common problem that we observed during our entire survey .If there were safety warden available at the dealers site then this thing would never had happen at dealer’s site as well. Washroom were not fully equipped and was neither clean as per standard. What are the supplies available in washrooms? a.
or wearing shoes etc especially the attendant at car wash and oil changing area were not in a presentable foam. Employees were not properly dressed and was not giving an impression of wearing neat and clean uniform. Other than that attendant do not hold nozzels while fueling which can be harmful both to the customer and to the outlet. but staff had limited knowledge regarding HSE issues and this requires training. it is a serious concern for PSO. Overall outlets were giving a good impression. We also observed customers using cell phone while fueling and attendant are least concern about it. In some outlet we observed there was no emergency shutdown button and not really had security measure installed well and even dealer’s or manager over there were not aware of this emergency button. 29 | P a g e . some of the things that we observed are the following. Moreover there was no SHOP STOP facility and other services such as Tyre and oil changing etc.Conclusion: After analyzing the data gathered from different outlet through in depth interview we came to the conclusion that out of the all of the outlet that we visited both Dealer’s and COCO sites we found some of the sites were well maintained such as COCO sites while others Dealer’s were not fully maintained as it should be.
Attendants should wear neat and clean uniforms.Recommendation Adequate lighting over canopies. PSO needs to inspect the fuel quantity issue (customer feedback about quantity) on regular basis. Staff at retail outlets should encourage customers to wear seat belts while driving. soaps. office block. water and. The verification of each liter in the DU. shutdown button etc. should be checked for the legal record. there should be a person who should be responsible for housekeeping and cleanliness in order to make things done properly Keeping in view current situation of country. There should be proper training channel for newly hired attendance. synergize should be available in washrooms at all retail outlets to represent a good image. CCTV camera should be installed along with the guards in the outlet for the purpose of security. Only Outlet Manager should not be responsible for all the stuff. Fire drill should be conducted thrice in a year in order to avoid inconvenience at the time of emergency. Staff should strictly follow the “wow” service. There should be a efficient service by staff. Proper spreading of symbols like washroom IN & OUT sign. 30 | P a g e . There should be a visible of lube rack. Equipments such as towels. The campaign should be conducted in order to create awareness about the harmful effects of using cell phone at the forecourt as well. Provide trainings and proper accountability to the staff as well for further learning and implementation of rules and laws to maintain a long term legislature and profitability. the supply of fuel should be well defined for all retail outlets.
PSO PSO should notice dealers regarding salaries and compensation of attendent working there in order to motivate them to build better relationship with customer. A brief introduction should be given to customers regarding fleet. 31 | P a g e . corporate and commercial cards. After observing usefulness of safety warden at COCO plants . Should provide a manual as well as training regarding card service to their retail staff in order to help customers avail fuel products easily and systematically. it is recommended if safety warden should be allotted at dealer’s site also in order to manage safety issues properly.
Once a month b. Other: ______________ Remark: ___________________________________________________________ 2) Is there any practice of keeping a particular day aside only for thorough cleaning of outlet? a. No Remark: ___________________________________________________________ If answer to Q2 is yes. once b. Once a quarter c. Never 32 | P a g e . Yes b. Quarterly b. Outlet Manager b. Trainee Supervisor c. then fill Q3 3) How frequently is the thorough cleaning of the outlet held? a. Semi-Annually c. whenever required Remark: ___________________________________________________________ 5) How frequently Emergency Drills are conducted at your station? a.APPENDIX: Outlet Name: _____________ Area: ____________ Date: ______________ Outlet 1) Who is mainly responsible to look after cleanliness and housekeeping every day? a. twice c. Once in six months Remark: ___________________________________________________________ 4) How many times during the day is the outlet cleaned? a.
No existing process 33 | P a g e . then what steps do you take to avoid inconvenience? Remarks: ______________________________________________________________ 9) What measures have been taken for security purposes during routine operations? a. None of them 10) How the new attendants trained about fueling process and serving customers at retail outlet? a. then what steps do you take to avoid inconvenience? Remarks: ______________________________________________________________ 8) Does customer face any inconvenience during the decanting process? a. Basic instructions given once d. Self-Observation learning c. Barriers c. Yes b. Usually b. Rarely c. No Remarks:______________________________________________________ If No to Q7. If Yes to Q8. CCTV Camera b. No c. Never d. Never 7) Is there enough space for the customer to park their vehicle to avail the facility like (Shop Stop)? a. Through training Sessions b. Yes b.6) Are the IN And OUT Signs being followed at the Outlet? a. Posting Security Guards (Trained/Un-Trained) d.
Whenever DU is non-functioning e. 12 hours c. If not. No Reason: _____________________________________________ Forecourt 14) How often is the preventive maintenance of DUs done? a. Reason __________________________________________________________ 16) How often do you remind customers to follow the Warning signs (No. Never. Both a & b d. Maybe 12) Have there been any fire drills held on retail outlet? a. During peak hours b. In a month c. then Remarks:____________________________________________________ 15) Is there an availability of the attendant to control vehicle movement? a. Once b. In a Quarter d. Switch off engine & Switch off mobile)? a. Never 13) Is there availability of Portable Water facility at the Retail outlet? a. Reason ___________________________________________________________ 34 | P a g e .smoking. Always b. Yes b. In a week b.11) Are there any existing plans to handle any emergency situations at the retail outlet? a. Maybe d. Twice c. Sometimes c. If no. Yes b. No c.
twice 35 | P a g e . Reason ___________________________________________________________ 19) How the forecourt area is kept clean? a. Whenever required Remark: ___________________________________________________________ Non Fuel Retail & Facilities (Tyre / oil changing / car washing) 21) How the tyre service area is kept clean? a. On Request b. other_______ Remark: ___________________________________________________________ 20) How many times during the day the forecourt area is cleaned? a. Once b. Some Vehicle d. Sweeping with broom b. Mopping with a wet cloth c. Never. Sweeping with broom b. Scrubbing with a brush d. Mopping with a wet cloth c. other_______ Remark: ___________________________________________________________ 22) How many times during the day the tyre service area is cleaned? a.17) If Customer Violates. Always c. Twice c. then what steps do you take ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ 18) Is there always an availability of attendant to clean the wind screen of automobile? a. once b.
Fleet & Loyalty) Service Available? a. Never 36 | P a g e . Into sewerage line b. Sometimes c. Sometimes c. Mopping with a wet cloth c. Sweeping with broom b.c. Always b. twice c. Collected somewhere & sold c. other_______ Remark: ___________________________________________________________ 25) How the car washing area is kept clean? How is it cleaned? a. On Request d. Mopping with a wet cloth c. other_______ Remark: ___________________________________________________________ 24) What are the methods used for discarding the used oil from vehicles? a. Sweeping with broom b. Don’t know b. washing______ Remark: ___________________________________________________________ 26) How many times the car washing area is cleaned in a day? Frequency? a. once b. Whenever required Remark: ___________________________________________________________ 23) How the oil changing area is kept clean? a. Never 28) Does the maintenance staff check Auto-lift checklist regularly? a. whenever required Remark: ___________________________________________________________ 27) Do you have 24/7 ATM and Cards (Corporate.
bakery items c. Reason: ________________________________________________________ 34) Are those products available at your Shop Stop which your competitors don’t have? a. Confectionery items / b. other_______ Remark: ___________________________________________________________ 30) What types of products are mostly available in convenience store? a. such as ________________________________________________________ b. other_______ Remark: ___________________________________________________________ 33) Are Vehicle accessories available in Shop Stop? a. other_______ Remark: ___________________________________________________________ 32) Are match box/lighter available in convenience stores? a. No c. No. Mopping with a wet cloth c.Convenience stores 29) How the convenience store area is kept clean? a. If Yes then for example __________ b. Yes. Sweeping with broom b. Yes b. other_______ Remark: ___________________________________________________________ 31) Are the branded bakery items available in convenience store? a. Yes b. No c. No 37 | P a g e .
Yes b. other_______ Remark: ___________________________________________________________ 36) What are the methods used to keep the washroom clean? a. may be Remark: ___________________________________________________________ 38 | P a g e . once b. other_______ Remark: ___________________________________________________________ 37) How many times during the day washroom is cleaned? a. twice c. Sweeping with broom b.Washrooms 35) How many washroom facilities are available on the outlet? a. whenever required Remark: ___________________________________________________________ 38) Is it allowed for Outsiders to use the outlet washroom? a. Mopping with a wet cloth c. No c. 1 for office block & 1 for outlet staff b. 1 for office block & 2 for outlet staff c. Scrubbing Walls & floor with brush d.
No 41) How often he conducts the inspection? a. No 40) Does he have a proper checklist? a. Yes b. Once in a week c.Outlet Name: _____________ Area: ____________ Date: ______________ Safety Warden 39) Do you have safety warden at your outlet? a. Twice in a day 42) How effective is Safety Warden in your Outlet? Manager Feedback Remarks: _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________ 39 | P a g e . Everyday b. Yes b.
No Remark: _______________ _________ ___________________________________ 46) Is the attendant guiding the customer to check DU reading while fueling the vehicle? a. Clean. No c. no facilities & inconvenience c. other ______ ____ Remark: ____________________________________________ 47) How are the services at tyre service area? a. Unkempt. of Customers: ____ 44) What is the first impression while entering the outlet? a. Yes b. other _____ _____ Remark: ___________________________________________________________ 45) Is there any attendant to greet the customers. Other _________ ______________ _ ____ Remark: ____________________________________________________ 40 | P a g e . Courteous & well organized b. Others _______ Remark: ________________________________________________________ 48) How are the services at the oil changing area? a. Inconvenient and inefficient c. guiding the vehicles at the entrance and exit and courteous to the customers? a. facilities & convenience b.Outlet Name: _____________ Area: ____________ Date: ______________ Customer Services No. Convenient and efficient b. Unfriendly and disoriented c. Yes b.
No Remarks:________________________________________________ 41 | P a g e . When Necessary 51) Have you taken CNG cylinder for inspection? a. Sometimes b. Yes b. No c. Rarely c. Never 50) Do you Use Cell Phone While Driving? a.49) Do you wear SEAT BELT while driving? a. Yes b.
Inconvenient c. Oil change. Tyre change Area and forecourt Area? a. Strictly b. Emergency Shut-Off? a. No c.Outlet Name: _____________ Area: ____________ Date:______________ Observation 52) Are Lubricants available on Lube racks on the pump island? a. Yes b. Economical b. No racks present on pump island Remarks: ___________________________________________________________ 53) How are the services at the car washing area? a. No Remarks: ______________________________________________________________ 55) All signs displayed properly of DB. Yes b. No Remarks: _____________________________________________________________ 57) Do you ensure before re-fueling whether engine have been switched off? a. Yes b. No 42 | P a g e . No 56) Do you have first aid box at Outlet? a. Yes b. Costly Remarks: ________________________________________________________ 54) How often the staff wears proper uniform including shoes at Car Wash. Sometimes c. Never 58) How often do you check the expiry of products at your shop stop? a. Washroom. Office Block. Yes b.
59) Check the Fire Extinguisher’s Expiry validity & Pressure? a. Mostly with Validity & proper pressure b. Nothing Remarks: ___________________________________________________________ 43 | P a g e . Towel c. Soap b. Few with validity & proper pressure Remarks: _____________________________________________________________ 60) What are the supplies available in washrooms? a.
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