Porsche Design - Boutique V1.2
PD004 - Abu Dhabi Marina Mall, , Abu Dhabi Marina Mall, 2013-10
Service Excellence Report
Y...
Porsche Design - Boutique V1.2
PD004 - Abu Dhabi Marina Mall, , Abu Dhabi Marina Mall, 2013-10
Survey Score
0%
10%
20%
30%...
Overall Trend Your Rank
Current Previous Diff.
Company Overall
1
(of 1)
1
(of 6)
Your rank for the current campaign (Y1-Wa...
Porsche Design - Boutique V1.2
PD004 - Abu Dhabi Marina Mall, , Abu Dhabi Marina Mall, 2013-10
Attention Areas
Missing / P...
Porsche Design - Boutique V1.2
Location: PD004 - Abu Dhabi Marina Mall - Abu Dhabi Marina Mall, AZ
Date: 2013-10-10
Time I...
N/A Yes No
20. Was he/she well groomed with no offensive odors? (MALES: Facial hair well trimmed (if any), clean nails,
cl...
Additional Comments
The fitting room was clean and well maintained. I tried the jacket and mentioned that the sleeves were...
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Porsche Design - Boutique V1.2_Abu Dhabi Marina Mall_2013-10-10__Y1-Wave 7

Published on: Mar 4, 2016
Source: www.slideshare.net


Transcripts - Porsche Design - Boutique V1.2_Abu Dhabi Marina Mall_2013-10-10__Y1-Wave 7

  • 1. Porsche Design - Boutique V1.2 PD004 - Abu Dhabi Marina Mall, , Abu Dhabi Marina Mall, 2013-10 Service Excellence Report Your Performance: Excellent 97.30% Copyright © 2009 Report Generated: 2013-10-14 15:25 $$$[qualitycontrol.gwrconsulting.com-89534-131014132515]$$$ PD004 - 1/7
  • 2. Porsche Design - Boutique V1.2 PD004 - Abu Dhabi Marina Mall, , Abu Dhabi Marina Mall, 2013-10 Survey Score 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 97.30% Section Summary Current Previous Diff. 100.00% 100.00% - 100.00% 100.00% - 94.40% 100.00% -5.60% 100.00% 100.00% - 97.30% 100.00% -2.70% Scored Missing Previous: Previous Survey (2013-09) Exterior Cleanliness Interior Presentation Salesperson's Service Fitting Room TOTAL 100.00% 100.00% 94.40% 5.60% 100.00% 97.30% 2.70% PD004 - 2/7
  • 3. Overall Trend Your Rank Current Previous Diff. Company Overall 1 (of 1) 1 (of 6) Your rank for the current campaign (Y1-Wave 7 ) is 1 out of 1.Your rank for the previous campaign (Y1-Wave 6) is 1 out of 6.Your rank has not changed over the last period. Current: Y1-Wave 7 Previous: Y1-Wave 6 Copyright © 2009 Report Generated: 2013-10-14 15:25 0% 25% 50% 75% 100% PD004 - 3/7
  • 4. Porsche Design - Boutique V1.2 PD004 - Abu Dhabi Marina Mall, , Abu Dhabi Marina Mall, 2013-10 Attention Areas Missing / Possible Salesperson's Service 1/ 2Did the salesperson ask open ended questions concerning the cut/color/style etc. in order to identify your needs? Improving your performance on these questions would increase your score for this visit by 2.70%, giving you a total of 100.00%. Improving your performance on these questions would increase your overall score for the last 2 visits* by 1.32%, giving you a total of 99.97%. * Last 2 visits: Y1-Wave 7 , Y1-Wave 6 The questions displayed above are those for which you received only partial or no credit, and which most negatively impact your overall score. Focusing your attention on these critical areas in the future will help increase your overall scores. Copyright © 2009 Report Generated: 2013-10-14 15:25 PD004 - 4/7
  • 5. Porsche Design - Boutique V1.2 Location: PD004 - Abu Dhabi Marina Mall - Abu Dhabi Marina Mall, AZ Date: 2013-10-10 Time In: 17:13 Time Out: 17:38 Survey Total: 97.30% (36 / 37) Employee Name Alaa - Albert Approximate number of employees: 2 Exterior Cleanliness 100.00% (4 / 4) 1. Was the exterior area of the store clean and well maintained? N/A Yes No 1/1 2. Were the exterior signs and lights clean and well lit? N/A Yes No 1/1 3. Were the entrance door and windows clean? N/A Yes No 1/1 4. Was the window display well organized, clean and free from dust, hand prints etc? Yes 1/1 Additional Comments The exterior area was neat and well arranged. Interior Presentation 100.00% (7 / 7) 5. Was the floor clean? N/A Yes No 1/1 6. Was the shelving clean? N/A Yes No 1/1 7. Were the items displayed (e.g. bags, shoes, accessories) free of dust? N/A Yes No 1/1 8. Did the display cabinets offer a sufficient range of products with no obvious gaps? N/A Yes No 1/1 9. Was the store free of unpleasant odor(s)? N/A Yes No 1/1 10. Was the music appropriate to the brand, ad played at a suitable volume (not too high, not too low)? N/A 11. Was the cashier counter/area clean and well maintained? Yes 1/1 12. Was the lighting at adequate level and all light bulbs working? Yes 1/1 Additional Comments The store was clean and well organized, however there was no music playing and it was not prayer time. Salesperson's Service 94.44% (17 / 18) 13. Were you greeted when you entered the store? N/A Yes No 1/1 14. Were you approached within 2 minutes of being in the showroom? If not, how long was it before you were approached? N/A Yes No 1/1 15. In case there were other customers in the store, did the salesperson inform you that he/she will assist you shortly? N/A 16. In case you were only looking around, did the salesperson inform you that he/she will be around in case you needed any help? N/A 17. Did the salesperson give you enough space to look around and not hovering in your way? Yes 1/1 18. Were all the employees wearing a name tag? Yes 1/1 19. Were all the employees wearing full uniform? 1/1 PD004 - 5/7
  • 6. N/A Yes No 20. Was he/she well groomed with no offensive odors? (MALES: Facial hair well trimmed (if any), clean nails, clean and neat clothing and shoes. FEMALES: Clean and neat nails, clothing and shoes, hair neatly arranged, light make up) N/A Yes No 1/1 21. Was the salesperson able to communicate effectively? N/A Yes No 1/1 22. Did the salesperson inform you of and show you the latest collections? Yes 1/1 23. Did the salesperson show positive attitude and friendly smiley demeanor at all times? N/A Yes No 1/1 24. Did the Salesperson stay with you during your whole shopping experience? If not did he/she excuse him/herself and mention the reason why they had to leave? N/A Yes No 1/1 25. Was the body language of the salesperson appropriate and professional (no chewing, making faces, looking bored, rolling their eyes etc. )? N/A Yes No 1/1 26. Did the salesperson have adequate knowledge of the product? N/A Yes No 1/1 27. Was the salesperson aware of the different product lines? N/A Yes No 1/1 28. Did the salesperson ask open ended questions concerning the cut/color/style etc. in order to identify your needs? N/A Yes No 0/1 29. Was the salesperson quick in answering your inquiries? N/A Yes No 1/1 30. In case your size/requirement was not available, did the salesperson check in the stockroom or offer an alternative? N/A Yes No 1/1 31. In case it is applicable, did the staff offer an alteration service? N/A 32. In case of a complaint, did the salesperson whom you complained to, solve the issue in a professional manner? N/A 33. Were all the employees behaving in a professional manner (no horseplay, gathering, chatting...)? N/A Yes No 1/1 34. Did the salesperson correctly inform you about the services, and/or policies (return, refund and exchange)? N/A 35. Did the salesperson offer to deliver to the customer's residence, hotel room etc. if requested? N/A 36. Was the salesperson using his/her mobile phone while on duty? N/A 37. In case the telephone rang, did the salesperson excuse himself and attend to the call professionally? N/A 38. Did any of the employees mention a closing line upon your departure? N/A Yes No 1/1 Additional Comments Alaa greeted me upon entering the store. He was wearing a black suit with white shirt and a black tie. There were no other customers in the store when I entered. I began browsing and was looking at some long jeans when Alaa approached me and offered assistance. I asked him if he could show me more variety in long trousers but Alaa apologized that those were the only ones available at the moment. I noticed two similar leather jackets that looked different. I inquired why they appeared different and Alaa explained that they were presented in different ways to show their flexibility. Alaa was not asking me any questions to know my preferences. After a while I asked him if he could get me a larger size in the jacket and he started to check the rack for it. After he had found the size he showed me three different ways to wear it, first with an open collar, than just the lower button closed and finally with all the buttons closed so that the collar was standing up. Alaa used his cell phone to demonstrate the difference and mentioned that the jacket was from the new collection. Then he escorted me to the fitting room section. Later, Albert also assisted me in the fitting room. He was wearing his uniform. When I mentioned that the high collar would touch the chin, Albert commented that the jacket could be worn in so many ways that everybody could find a preferred style and that it looked very good on me. Alaa also came back and advised Albert on how to assist the two customers he had been attending to further as he would be assisting two other customers who had just entered the store. Alaa again apologized mentioning that he would be right back with me. Alaa came back shortly and assisted me with sizes. When I selected a sport jacket, Alaa informed me that there was a 25% discount on it. He recommended the new winter collection and advised me to go for a soft leather jacket for its exclusive style. Alaa also inquired if I had taken a look at the sports shoes section and then went on to show me a black sport shoe with engineered soles and informed that there was a 25% discount on it. He mentioned that the shoes collection was exclusive and the style and comfort were especially developed for Porsche Design. Alaa also showed me a “Shake Pen” in different available styles and explained the mechanism of the pen. Towards the end Alaa again advised me to take the jeans mentioning the discount on it and also offered sun glasses. Finally, I thanked him and confirmed that I would come back for the leather jacket. Alaa thanked me back and bid me farewell. Fitting Room 100.00% (8 / 8) 39. Did the Salesperson take the clothes you want to try to the fitting room? (in case he/she was with you already assisting you and not busy with other customers) N/A Yes No 1/1 40. Was the fitting room clean and well maintained? N/A Yes No 1/1 41. Was the fitting room free of offensive odor(s)? N/A Yes No 1/1 42. Was the fitting room clear from any previously tried on clothes? N/A Yes No 1/1 43. Was the fitting room well isolated (Curtain well closed, maintained…)? N/A Yes No 1/1 44. Did the fitting room have a place to hang your items? N/A Yes No 1/1 45. Was there any employee available in the fitting room/near the fitting room area to help you? N/A Yes No 1/1 46. Were the mirrors in the fitting room spotless and well shined? N/A Yes No 1/1 PD004 - 6/7
  • 7. Additional Comments The fitting room was clean and well maintained. I tried the jacket and mentioned that the sleeves were too short but Alaa advised that the size was right for me. I asked him for a pullover to try the jacket with and Alaa showed me a beige cardigan. I asked him for a larger size and he suggested to try the black color and went to check for the size and color from the stock. Later, Alaa provided me the item and then excused himself to assist some other customers but came back after a while to assist me further. Security Personnel - 47. Was there a security personnel available by the entrance of the outlet? No 48. Did the security personnel greet you as soon as he opened the door? N/A 49. Was the security personnel well groomed and presentable? N/A 50. In case the alarm went off during your visit, did the security personnel handle the matter professionally? N/A Additional Comments: No security personnel was available by the entrance. Overall Rating - 51. On a scale of 1-5, rate the overall cleanliness of the store 1 2 3 4 5 52. On a scale of 1-5, rate the overall efficiency of the salesperson 1 2 3 4 5 53. On a scale of 1-5, rate the overall service 1 2 3 4 5 54. On a scale of 1-5, rate the overall products quality 1 2 3 4 5 55. On a scale of 1-5, rate the overall shopping experience 1 2 3 4 5 Additional Comments It was an enjoyable experience. Alaa assisted me quite professionally and was polite. Survey Total: 97.30% (36 / 37) PD004 - 7/7

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