Professional Documents
Culture Documents
Answer
B A S I C I N F O R M AT I O N
Date shop performed
The time you entered the store.
The time you left the store.
15
00
00
2016
:
:
Country
Scenario
Peak Hours
How many normal watson staff did you see in the store?
Name of the normal staff who mainly served you
Please only record the name of the normal staff who mainly served you.
describe his/her physical appearance, including gender, age, height, hair style, body shape, dressing, special characters, etc.
STORE ENVIRONMENT
Yes
No
Yes
No
I did not see any carton/box in the store.
Yes
No
Yes
No
Q5. Products were not broken/damaged or expired.
Yes
No
Yes
No
Yes
No
There is no product out of stock.
NA
Yes
No
Yes
No
Yes
No
Yes
No
I did not see any section signage in the store
Yes
No
N/A
S TA F F A P P E A R A N C E
Please note the following questions regarding Staff Appearance are up to all Watsons staffs in the store.
If you find anyone who did not follow standard, please clarify.
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Q23. Staffs all had proper standing posture. Did not lean
against walls, put hands in pockets or cross their arms.
Yes
No
Yes
No
GREETING CUSTOMERS
Q24. When you walked into the store, staff you met
Yes
No
N/A
If choose NO or NA, please explain the reason.
Q25. When you walked into the store, staff you
met(Please tick all that apply):
to ask for help, and the staff came forward and provided
Yes
No, they noticed me but no one came forward to help.
They did not notice me, so I took the initiative to ask staff for assistance.
Yes
No
min
sec
Yes
No
I did not have to ask for assistance. They took the initiative to help me.
Yes
No
S E R V I C E S TA N D A R D S A N D P R O F E S S I O N A L I S M
Q30. Type of the staff who served you
Yes
No
Staff patiently provided an answer to your question, or was able to lead you to the righ
None
Q34. What were the answers the staff provided to you?
Apologize
Offer to take up follow up actions
Seek help from other staff
None
Staff was able to answer all my questions
Q36. Staff were able to recommend to you products
based on your needs.
Yes
No
Yes
No
Yes
No
Only one product was recommended.
Yes
No
Yes
No
Yes
No
Yes
No
CASHIER
For Thailand - the queue length should has no more than 3 customers;
For Taiwan - every line should has no more than 4 customers, wait time should be no more than 2 minutes;
For Singapore/Malaysia - In average each queue length should has no more than 4 customers;
For Philippines - no more than 5 customers per queue;
PS: The above numbers of queue should be counted including yourself.
Q47. Store tried best to reduce waiting queue by
opening up new counters until all counters were used.
Yes
No
There was no need to open new cashier counter.
min
sec
Yes
No
Yes
No
Yes
No
I did not have a membership card.
Yes
No
I did not have a membership card.
Yes
No
Yes
No
Yes
No
Yes
No
When the cashier asked me if I needed a plastic bag, I said YES.
Yes
No
NA: My purchased item is not a medicine.
Yes
No
Q58. The cashier was able to(Please tick all that apply):
Thanked you and said goodbye or made other positive comment as you left.
G E N E R A L C U S T O M E R S AT I S FA C T I O N
Q59. Please mark the service level of your shopping
experience.
Very Good
Good
Average
Poor
Very Poor
C2. Please describe the areas you were most satisfied with during your shopping experience.
(Optional) You can write down your opinions about the questionnaire, guideline, quiz, etc. here. Thank you for your support on improving our work!