BFL - Weekday - Purchase - V1.2
Total Paid:
13
Phone Call
100.00% (100 / 100)
1. name of the staff 1 ­ operator
I could not capture the name of the operator.
2. When you called the store, your call was attended within three rings? (For Oman:
please answer yes if the call was answered on the first attempt then mention how many
rings in the comment box)
Yes
20/20
3. The staff attending the call mentioned the store name, their name and asked how they
may assist.
Yes
20/20
4. Did the staff help you in your request?
Yes
60/60
5. Comment Operator
The call was answered within 3 rings, the operator was polite and helpful.
The Security Guard / Greeter
0.00% (0 / 35)
6. name of the staff Security Guard
N/A
BFL009
4/19
7. When you arrived at the store was the security guard/greeter available at the
entrance? (For Oman, Kuwait and Yas Mall Abu Dhabi, please mark the whole section as
not applicable)
No
0/35
8. The security guard/greeter acknowledged and greeted you as soon as you entered the
store? (For Oman, Kuwait and Yas Mall Abu Dhabi, please mark the whole section as not
applicable) N/A
9. The security guard/greeter made sure to take any shopping bags, baskets, or trolleys from
you and other customers upon entering the store and provided a tag? (For Oman, Kuwait, and
Yas Mall Abu Dhabi, please mark the whole section as not applicable) N/A
10. Comment Security Guard
No security guard was available in the store.
Soft Skills
60.00% (60 / 100)
11. name of the staff Soft skills
Shesh- Assisted me with my query about formal shirts.
Jherica- Assisted me with my query on trolley school bags for boys.
Kristine- Assisted me with my query on the price for a lunch box.
Ronalene- Handled my sales transaction.
12. Were you greeted by any of the staff inside the store within a reasonable time? (Within
two minutes) (For Oman, greeting could be done any time before reaching the
payment/cashier desk)
No
0/40
13. Staff avoided congregating/ gathering in groups and chatting? (In case of “No”,
please make sure the gathering is not work related and elaborate in the comment box)
Yes
20/20
14. While interacting with you, staff displayed good communication skills and were able
to attend the queries efficiently? (e.g. maintained the eye contact, showed interest
through body language and verbal communication, gave appropriate answers)?
Yes
20/20
15. Staff were friendly, approachable, and enthusiastic.
Yes
20/20
16. Comment Soft skills
The staff members were friendly and answered all my inquiries about products and prices correctly.
I was not greeted when I entered the store.
Staff Grooming and Professional Image
BFL009
100.00% (100 / 100)
5/19
17. name of the staff Staff grooming and professionalism
Shesh-Sales
Jherica-Sales
Kirstine-Manager
Ronalene- Cashier
18. Did the staff members use English while communicating with each other?
Yes
36/36
19. All staff members were wearing clean and tidy uniform?
Yes
16/16
20. All staff members were wearing name badges correctly. (Name tags should be always
worn in the correct position and should be the standard printed ones, not hand written
and not placed under the hair or covered)
Yes
16/16
21. All staff were well groomed, looked presentable, and maintained proper personal
hygiene. (observe, makeup, hair, nails, jewelry, facial hair for men, etc.)
Yes
16/16
22. Staff avoided using their mobile phones /gadgets in front of customers? (Supervisors
are allowed to use mobile phones)
Yes
16/16
23. Comment Staff grooming and professionalism
Staff grooming and professionalism were up to the mark for all employees with whom I interacted during my time in the
store.
Display and Navigation
88.00% (88 / 100)
24. No items on the floor.
Yes
13/13
25. All gondolas are neat. The displayed items and shelves/racks were clean and tidy?
(The area should be free from dust and the items should be presented in a clean and
orderly manner)
Yes
13/13
26. Selling area floor was clear and free of unattended trolleys.
Yes
12/12
27. Tchibo packed Clothing items are not damaged.
Yes
13/13
28. All items have price tags on.
No
BFL009
0/12
29. All items with price tags had correct prices (you should not find items that are
identical but have different prices)?
Yes
13/13
30. Men and Women US clothing: All hangers for Men' and women US clothing had ring
sizes matching the size of the clothing on the hangers.
Yes
12/12
6/19
31. Kids clothing: All hangers for kids US clothing had appropriate size separators
matching the size of the clothing on the hangers.
Yes
12/12
32. Comment Display
The items were neatly displayed on clean shelves in specific sections.
I found one lunch box without a price tag.
Bill Payment and Customer Farewell Process
76.74% (66 / 86)
33. name of the cashier
Ronalene
34. Did the staff available at the cashier area greet you while maintaining eye contact as
soon as you reached the payment desk?
No
0/7
35. Did the staff at the cashier area verbally confirm the number of items and the total
amount due after scanning all items?
Yes
6/6
36. Did the cashier ask if you have the loyalty program App / smile card?
Yes
13/13
37. In­case you do not have the smile card / loyalty program App, did the staff offer it or
inform you about it? N/A
38. Did the staff hand you the receipt or indicate where they have kept it?
Yes
39. Were the security tags removed off the purchased items?
Yes
40. The exchange and refund policy were explained in a clear and polite manner.
No
7/7
13/13
0/13
41. If applicable: Did the cashier give you the exact change? N/A
42. Did the cashier pack the items properly in the shopping bag?
Yes
7/7
43. After the payment transaction, did the cashier thank you for your custom and offer a
warm sincere farewell?
Yes
7/7
44. Did you wait in the queue for more than 5 mins?
No
BFL009
13/13
7/19
45. Comment Cashier
The payment process was quick and easy.
I was not greeted by the cashier by maintaining eye contact.
I already have the loyalty application, I was not explained about it.
The exchange and refund policy was not explained.
I paid by card, no change was due.
I did not wait for my turn at the cashier as the cash counter was free.
Overall Impression and Ambiance
84.52% (71 / 84)
46. Was the brand logo clean, visible, and illuminated?
Yes
8/8
47. Was the entrance of the store inviting and free of clutter?
Yes
8/8
48. If applicable: Were all home furniture available for sale on display at the store clean and
tidy? (eg., chairs, tables, garden furniture, etc) N/A
49. The door to the stock room was maintained closed?
Yes
50. The fitting room was clean, tidy, and also smelled fresh (including the walls)?
No
51. Were any lights at any section partially or fully turned off at any stage during your visit
to the store?
No
8/8
0/13
8/8
52. If applicable: At the closing time, did the staff members prevent any customer from
entering the store, turn off lights or ask customers to leave (they have to wait at least 15
minutes and then do it politely). N/A
BFL009
53. Trolleys and baskets were available and looked clean and neat?
Yes
13/13
54. The music was ON, adequate, and comfortable? (Except prayer time)
Yes
13/13
55. The cashier counter looked tidy and uncluttered?
Yes
13/13
8/19
56. Please provide short summary about your experience
I called BFL on September 1st, 2022 at 21:09 pm, the staff mentioned the store name, and his name which was not clear to
me, and inquired how he could assist me.
The operator assisted me with my query about store timings and super price promotion on which I was told that the store
would close at 23:00 pm and that super price promotion was on selected items.
When I entered the store, I was not greeted, I approached "Shesh" and inquired where I could find formal shirts, and the
staff directed me to the section.
I chose a shirt and went to the fitting room to try it but it was not clean.
Then I asked another employee "Jherica" if they had trolley school bags for boys, she told me to check in the clothing
section as they were kept there.
I approached the manager and asked about the price of a lunch box as there was no price tag. She went to the cash
counter and handed the box to the cashier who checked and told me the price.
I went to the cash counter with the item chosen and "Ronalene" scanned the item and told me to pay 13 AED.
She asked about the application and I gave her the number and paid by card, she handed me the item packed and the
receipt.
I thanked her and left.
Notes:
There was no furniture at the store.
The walls of fitting room had black spots on them.
All lights were on.
I did not visit at closing time.
The Manager / Deputy Manager
60.00% (60 / 100)
57. name of the manager
Kristine
BFL009
58. The manager/ deputy manager was available and had the access card always hung
over her neck?
Yes
20/20
59. The manager was treating her staff in a professional manner?
Yes
20/20
60. The manager/ deputy manager was professional, friendly, and communicated well
with you and other customers.
Yes
20/20
61. Was the manager/ deputy manager able to answer all your queries and provide you
with a satisfactory response?
No
0/20
62. Did the manager/ deputy manager go an extra mile to satisfy the needs of
you/customers?
No
0/20
9/19
63. Comment Manager
I inquired the manager about the price of the lunch box which was without a price tag, and she simply handed it to
"Ronalene" at the cash counter to assist me. Hence nothing extra was done by the manager to satisfy my needs.
Survey Total: 75.39%
BFL009
10/19
BFL009
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BFL009
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BFL009
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BFL009
15/19
BFL009
16/19
BFL009
17/19
Call audio ghurair.mp3
300.80 KB
BFL009
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BFL009
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