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Question

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.

If you could not get the name of the staff, please

describe his/her physical appearance, including gender, age, height, hair style, body shape, dressing, special characters, etc.

STORE ENVIRONMENT

Q1 should be chosen YES in the following two situations:


1) Boxes were put in the corner without blocking the walkways.
2) Promotional items in the walkways.
Q1. In store walkways and isles were clear of boxes
and clutter.

Yes
No

If choose NO, please explain the reason.


Q2. If cartons/boxes are present, they are neatly placed
in corners of the store.

Yes
No
I did not see any carton/box in the store.

If choose NO, please explain the reason.

Q3. Products were neatly placed on the shelves.

Yes
No

Q4. Products and shelves were clean and dust-free.

Yes

No
Q5. Products were not broken/damaged or expired.

Yes
No

Q6. Price tags were placed on shelves, accurately


showing the names and prices of the products.

Q7. "Out of stock" signs were placed by empty spaces.

Yes
No
Yes
No
There is no product out of stock.
NA

Q8. Promotional materials (like poster, displays, etc.)


were placed neatly and relevant (not expired or torn)

Q9. Promotional materials were not obstructed by other


materials or products.

Yes
No
Yes
No

Q10. No broken or flashing lighting was in the store.

Yes
No

Q11. Product section SIGNAGE (hair, dental, etc) were


visible and accurate. If lit, all signage lighting was
working.

Q12. The store was easy to navigate, and it was easy


to find different areas

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.

Q13. Staff faces were well-groomed, neat and clean.


(Refer to standards document for detailed requirements)

Yes
No

Q14. Staff had clean and neat hair.

Yes
No

Q15. Staffs' hair styles were up to standard. (Refer to


standards document for detailed requirements)

Q16. Staff were all wearing up-to-standard uniforms.


(Refer to standards document for detailed requirements)

Q17. Staffs all wore badges or ID card. For TW,name


badges was blocked (e.g. by hair) tag was not upside
down and was not blocked (e.g. by hair) .

Q18. Staff's shoes were up to standard. Shoes should


be black and in good condition. (Refer to standards
document for detailed requirements)
Q19. Staff had clean hands, with trimmed nails. (Refer to
standards document for detailed requirements)

Yes
No

Yes
No
Yes
No
Yes
No
Yes
No

Q20. There was no staff chit chatting at work.

Yes
No

Q21. Staff did not chew gum.

Yes
No

Q22. Staff did not use cell phones at work. (Store


manager is an exception)

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

greeted you, saying "Hi/Hello/Good Morning" or providing


you promotional information.

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):

Made eye contact with you


Smiled at you
None
NA: There is only one staff in store/or All staffs in store are too busy

Q26. When you walked close to service staff, they


noticed that you were looking for something, or wanted

to ask for help, and the staff came forward and provided

Yes
No, they noticed me but no one came forward to help.

you with assistance.

They did not notice me, so I took the initiative to ask staff for assistance.

Q27. When you had 3 or more items in your hands, the

Yes

staff offered to give you a shopping basket.

All the normal staff members are busy, and have no


time to greet you, then please please select Yes for
Q27, and explain in C1. Please do select 3 big items,
such as shampoo, body washbody cream, so that will
give staff a chance to offer you a basket.

No

Q27a. What were the items you picked up and held in


hand?

Q27b. How long did you hold the items in hand?


Q28. When you mentioned that you needed assistance,
staff stopped task at hand to assist with your query.

min

sec

Yes
No
I did not have to ask for assistance. They took the initiative to help me.

Q29. Staff were able to listen to you patiently, keep


smiling and eye contact.

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

Store Asistant/Store Manager


Pharmacist/Pharmacy Assistant
Beauty Advisor/Health Specialist
Other

Q31. Staff were able to use open end questions to

identify customer needs.(e.g. "May I help you?"/"What


kind of product or specific brand are you looking

Yes
No

for?"/"What is your skin or hair concern?" - depending on


product category)
Q32. What were the needs/questions you mentioned?
Q33. Please select the options meet the real
situation(Please tick all that apply):

Staff was focused and listened carefully to your query


Staff understood your question.
Staff did not interrupt your question before answering

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?

Q35. If the staff could not answer your question, did


he/she(Please tick all that apply):

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

Q37. What products were recommended.(Please record


product types, brand and name)

An example of Feature and Advantage/Benefit:

Q38.Staff were able to introduce the features ,


advantages or benefits of the products.

Yes
No

Q39.If YES, please describe what kind of features ,

advantages or benefits were introduced. (Please clarify


the names of the products and their advantages/ benefits
one by one)

Q40. If multiple products are recommended, staff was


able to highlight the differences between the products

Yes
No
Only one product was recommended.

Q41. Staff were polite and warm when introducing


products.

Q43. Did staff sell you additional products, such as


current on sale/promotional products?

Q44. Staff were able to guide you to make the decision.

Yes
No
Yes
No
Yes
No

Q45. If you refused, staff kept their friendly attitude.

Yes
No

I finally accepted their recommendation.

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.

Q48. Please write down the time you waited for


payment.

min

sec

Q49. Please write down the number of people in your


queue count including yourself

Q51. When you reached the counter(Please tick all that


apply):

The cashier smiled at you.

The staff verbally greeted you


None of the above

Q52. The cashier additionally recommend you other


products, such as pick of the day or products besides
the counter)

Q53. Cashier asked if you had a membership card to


present before payment.

Q53a. If you could provide a membership card, did staff


ask you whether you wanted to redeem points?

Yes
No
Yes
No
Yes
No
I did not have a membership card.

Q53b. If you could provide a membership card, did staff


at the counter address you by reading your membership
card holder's FIRST or LAST name name?

Q53c. If you did not have a membership card, did the

Yes
No
I did not have a membership card.
Yes

staff recommend you to create one?

If you have a Watsons membership card to provide,

No

please skip this question.


Q54. The payment process was efficient. Cashier did not
engage in other tasks other than your payment process
while you were at the cashier.

Q55. The cashier clearly and correctly said the the


amount you needed to pay.

Q56a. If a plastic bag is not needed, cashier carefully


placed items into your hands or bag directly.

Yes
No

Yes
No
Yes
No
When the cashier asked me if I needed a plastic bag, I said YES.

Q56(PH). Did the pharmacy assistant mention the brand,


dosage, and quantity of each medicine before putting
them inside the bag?

Q57. The cashier correctly stated the amount of

Yes
No
NA: My purchased item is not a medicine.
Yes

change /credit card and receipt to be provided and

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.

handed it over to you with both hands.

Smiled at you as you left


None of the above
Please clarify your whole shopping process in the following comment box, including whom you met and what service he/she provided to you,
especially, please give explanations to all negtive answers.
Please record how many normal staff members are there during your visit in comment box C1.

C1. Additional Comments

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!

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