BRANCH

Date April 2 2013

ALLIED BANK-- CAUAYAN

(for validator only)

SHOPPER:

Time In 1:51 PM

BRANCH CODE:

CONTACT #:

Time Out 2:05 PM

Visit Identification:

Answer USING THE FOLLOWING: YES, NO, N/A

SECURITY GUARD
1.

RATING

Did the Security Guard:

Open the door for you when you entered the bank?
Open the door for you when you exited the bank?
Greet you upon approaching the bank premises?
Say "Thank You" when you were leaving?
Politely ask your permission to inspect your belongings?
Explain No:

yes
yes
no
yes
no

they didn't inspect belongings they just gave me sign to in through face

EXTERIOR
2.

Was the parking space clean, maintained and clear of obstructions? (if applicable)
Explain No:

3.

RATING
no

pcs. Of scattered paper and filter of ciggerete were seen

Was the frontage/ faade clean and maintained?

yes

Explain No:

4.

Clean and clear outside signages (no missing letters, free of dirt and damage)?

yes

Explain No:

INTERIOR
5.

RATING

Were the glass windows and/ or panels clean and free from dust & dirt?

yes

Explain No:

6.

Was the temperature inside the branch comfortably cool? (not hot, not too cold)

yes

Explain No:

7.

Were the floor, walls, and ceiling clean and well-maintained?

yes

Explain No:

LOBBY
8.

RATING

Was the lobby clean and clutter free?

yes

Explain No:

9.

Forms (Deposit, withdrawal, bills payment slips) counter:

All forms available?
Forms neatly arranged?
Counter free of trash?

yes
yes
yes

Explain No:

MERCHANDISE
10.

RATING

Product/ Service Posters and/ or Brochures:

Brochures available
Posters clean, neat and maintained?
Explain No:

yes
yes

but other brochures are not updatedbut other brochures are not updated

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11.

Teller counter clean and free of clutter?

Explain No:

12.

no

there is wrapper of foods (super crunch green)

NAC counter clean and free of clutter?

yes

Explain No:

TELLER SERVICE
No. of teller/s on duty
No. of persons ahead of you (in your line)
Waiting Time (number of seconds you had to wait before it was your turn to transact)
Transaction Time (number of seconds it took the Teller to process your transaction)

13.

Did the Teller

Establish eye contact?
Smile?
Greet you sincerely?
Explain No:

14.

2
2
1'30'
45

teller/s
customer/s
second/s
second/s

yes
yes
no

she didn't greet just smile

Was the Teller courteous?

yes

Explain No:

15.

Did the Teller give advise in case of delay (if applicable)?

n/a

Explain No:

16.

Did the Teller give you his/ her undivided attention?

yes

Explain No:

17.

Were there pens available at the Teller counters?

yes

Explain No:

18.

Teller Appearance
Wearing uniform?
With ID?
Well-groomed and neat?

yes
yes
yes

Explain No:

19.

Tellers were not

Chatting
Texting
Eating

yes
yes
no

Explain No:

20.

Did the Teller say Thank you or Youre Welcome after the transaction?
Explain No:

no

nothing follos when she was given the receipt

Name of Teller

girlie

Physical Description

long hair with headbond fair in skin

Gender: female
with ID: yes

NAC SERVICE

RATING

No. of NAC on duty

2
1
1'50
1'25

No. of person/s in line including the shopper

Waiting Time
Transaction Time

21.

Did the NAC

Establish eye contact?
Smile?
Greet you sincerely?
Explain No:

NAC/s
customer/s
second/s
second/s

yes
no
no

she was so serious and never greet

PROPRIETARY AND CONFIDENTIAL-not to be copied, disseminated or used for any purpose except with the express written consent of Shop'n Chek Phils. Page 2 of 5

22.

Was the NAC courteous?

Explain No:

23.

yes

formal when she was communicating

Did the NAC give advise in case of delay (if applicable)?

n/a

Explain No:

24.

Did the NAC give you his/ her undivided attention?

yes

Explain No:

25.

Were there pens available at the NAC counters?

yes

Explain No:

26.

NAC Appearance
Wearing uniform?
With ID?
Well-groomed and neat?
Explain No:

27.

yes
yes
yes

but their Id was not in proper position back of id was seen

NAC were not

Chatting
Texting
Eating

yes
yes
yes

Explain No:

28.

NAC was able to answer all your questions?

yes

Explain No:

29.

Did the NAC cross-sell other bank products?

no

Explain No:

30.

Did the NAC say Thank you or Youre Welcome after the transaction?

yes

Explain No:

Name of NAC
Physical Description

Gender: female
curly hair ,semi-fat ,round shape of face

with ID: yes

CROSS-SELL
31.

RATING

Did any of the branch personnel offer you a product / service of the bank?

no

If yes, what product / service was offered to you?

Explain No:

32.

If you were offered a product / service, were you given at least one information (feature/benefit)
about the product? Please indicate below the 'feature/benefit mentioned.'

yes

Feature/
benefit

Explain No:

ATM SERVICE
No. of ATMs in the branch
No. of ATMs ONLINE
No. of person/s ahead of you
ATM Transaction Time

33.

Was the ATM signage

Clean?
Damage-free?
Visible?

RATING
1
1
1 customer/s
1:49 PM am / pm

yes
yes
yes

Explain No:

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34.

Was the ATM online?

yes

Explain No:

35.

If the ATM was offline, was there an "Offline" sign/ notice?

n/a

Explain No:

36.

Was the ATM vestibule clean, well-maintained and well-lit?

yes

Explain No:

37.

ATM area clean and orderly?

yes

Explain No:

38.

Were the keys of the ATM machine readable?

yes

Explain No:

39.

ATM screen display free of dust?

yes

Explain No:

40.

Receipt dispensed for your transaction?

Explain No:

41.

no

only withdrawal

Was the transaction record readable?

Explain No:

receipt unavailable

TELEPHONE SERVICE
42.

RATING

Was the call answered within 3 rings?

No. of rings before call was answered
Explain No:

43.

Did the branch personnel greet you with "Allied Bank (Branch), good morning/afternoon! (name),
speaking, may I help you?"
Explain No:

44.

Did the personnel ask for your name in a courteous manner?

Explain No:

45.

If your call was placed on hold, the personnel informed you that your call will be placed by saying
"Mr./Ms. (client's name), would you mind waiting or may I call you back?"
Explain No:

46.

If your call was placed on hold, it was NOT placed on hold for more than 30 seconds?
No. of seconds your call was placed on hold
Explain No:

47.

Was the personnel able to answer all your questions?

Explain No:

48.

Did the branch personnel give you his / her undivided attention?
Explain No:

49.

Did not interrupt what you were saying?

Explain No:

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50.

Before ending the call, did the personnel ask you "Is there anything else I can help you with?"
Explain No:

51.

At the end of the conversation, did the personnel say Thank you for calling. Have a nice day?"
Explain No:

52.

Hang-up the phone last?

Explain No:

Name of Employee:

Gender:
Time of call

Telephone No.

General Comments:
The way they treat their customer was different. Teller-she was cheerful but she was done something disappointin(eating) Secuty
guards were not approachable.NAC seems angry quite serious and their i.d's were not in right position .Interior and exterior were
good only the parking area.it was difficult to enter because of blo king the by their vehicle.

NON-RATED
Was the restroom clean and free of offensive odor?
Explain No:

yes

PROPRIETARY AND CONFIDENTIAL-not to be copied, disseminated or used for any purpose except with the express written consent of Shop'n Chek Phils. Page 5 of 5