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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
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 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

Reasons/feedback for areas of

improvement or if the answer is NO

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Q2b. 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.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, i.e. not
bent/ peeling/ falling off
and not fixed with
masking/ transparent
tape
Cooling / Temperature
inside the office was
good (Not hot, AC is
working etc.)

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
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Q4c. What is the no of working counters at the office?
No of working counters ______________
Q4d. What is the total number of counters at the office?
Total number of 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 at SEC office.
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.)
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

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

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, easy to
understand etc.)
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, SMS, Customer
care etc.)
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

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 closing the query / discussion at SEC office.
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.

N
o

Evaluation
Excelle
nt

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

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?
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

Evaluation
Excellent

Satisfactory

Needs
improveme
nt

Reasons/feedback for areas of

improvement or if the answer
is NO

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?

Thank You

SEC | Mystery Customer Questionnaire, February 14, 2016