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Project Mystery Customer SEC

Complaints Questionnaire
Sector
City
Office
Office Code
Name of Mystery Customer
Office name
Mystery Customer
Nationality
Supervisor Name:
Time and Date of the visit
Day
Date & Time of Back Check

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

Service Evaluated
Complaints follow-ups
Others____________________

1
2

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
visitors parking

Parked with some

difficulty in SEC visitors
parking

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

Reasons/feedback for areas of

improvement or if the answer is NO

Q2b. Please evaluate your overall satisfaction with the exterior look and feel of
SEC office?
Excellent
3

Satisfactory
2

Needs improvement
1

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After entering the office:
Q3a.Please check and evaluate the below attributes that specific to interior of SEC
office.
Interiors of the office

1.Cleanliness inside the

office
2.Availability and
performance of Help
Desk
3.Availability and ease
of finding the queuing
machine for waiting
coupon
4.Availability and
condition of sitting place
at the office
5.Availability and ease
of finding the broachers
and pamphlets
6.Were all of the
posters/ visuals installed
firmly and correctly, i.e.
not bent/ peeling/ falling
off and not fixed with
masking/ transparent
tape
7.Cooling / Temperature
inside the office was
good (Not hot, AC is
working etc.)
8.Proper Lighting inside
the office

Ye
s

N
o

Evaluation

Excellen
t

Satisfact
Needs
Reasons/feedback for areas of
ory
improveme improvement or if the answer is NO
nt

Q3b. How would evaluate your overall satisfaction with the interior look and feel /
ambience of SEC office?
Excellent

Satisfactory

Needs improvement

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

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

Yes

No

Evaluation
Excelle
nt

Satisfact
Needs
ory
improveme
nt

Reasons/feedback for areas of

improvement or if the answer is NO

Q5b. How would evaluate your overall satisfaction with the appearance and
attitude of front desk employee / CSR?
Excellent

Satisfactory

Needs improvement

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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
Representative

1.The Customer
Service
Representative was
able to understand the
query / transaction
very quickly
2.Received complete
and precise
information relevant to
the query / transaction
in SMS on the mobile
3.The communication
by the Customer
Service
Representative was
proper (speaking in
correct speed, easy to
understand etc.)
4.The Customer
Service
Representative has
guided correctly to
respective Customer
Service
Representative if it
was not his work
5.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.)
6.The employee
explained all the
required documents
without missing
anything
7.Guided you to the
self- servicing machine

Yes

No

Evaluation
Excelle
nt

Satisfact
Needs
ory
improveme
nt

Reasons/feedback for areas of

improvement or if the answer is NO

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Q7a. Please check the service level and evaluate the below attributes that specific
to request handling skills at SEC office. (Please note if the visit is just the enquiry
without any registration, 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.The Customer Service
Representative has given
1
2
3
3
2
1
the reference no
3.The Customer Service
Representative was able to
1
2
3
3
2
1
solve / complete the case
4.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 asked
1
2
3
2
1
whether you need anything
else
7.The Customer Service
Representative shared the
farewell note by saying
1
2
3
2
1
Thank you or thanks for
visiting etc.

Q7b. How would evaluate the overall performance of the front desk staff /
employee/CSR at SEC office?
Excellent

Satisfactory

Needs improvement

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 / grievances
More than 1

1
2

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Q10. 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, 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.The procedure and
processes for the
requirement was easy
and simple
2.Total time spent to
process the
requirement was
justifiable
3.The requirement was
processed/completed as
per your expectations
(in terms of efforts)?

Q11. How do you evaluate the overall performance of the SEC offices procedures
and processes?
Excellent
3

Satisfactory
2

Needs improvement
1

Overall Performance
Q12a. How do you evaluate your overall experience (including SEC office, staff,
procedures, satisfaction with the service requested etc.) of todays visit to SECs
office?
Excellent
3

Satisfactory
2

Needs improvement
1

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?

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
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reference No

Thank You

SEC | Mystery Customer Questionnaire, February 22, 2016