4. Reality Check - MMP
Assignment No: 1004220008 Site No: 42100053 14 March 2013
This time
Visit type Response
Actual / Service Standard:
Potential
1. Overall, how satisfied were you with the
Shopper’s subjective opinion only. May
experience of visiting Shell today on a scale
8 8 / 10 be based on anything that affected the
of 0 -10 where 0 = completely unsatisfied
experience at the station today.
and 10 = completely satisfied?
2. Based solely on this experience and
disregarding convenience of location, how
Shopper’s subjective opinion only. May
likely would you be to recommend this SITE
be based on anything that affected the
to a friend on a scale of 0-10 where 0 = 8 8 / 10
experience at the station today (excluding the
“Much less likely than other petrol stations”
convenience of the station location).
and 10 = “Much more likely than other
petrol stations”?
3. Based solely on your visit to this site
today, rate how much you agree with Shopper’s subjective opinion only. May
the following statements, on a scale of be based on anything that affected the
0-10 where 0=Completely Disagree and experience at the station today.
10=Completely Agree:
3a. Everything worked during your visit? 8 8 / 10
3b. Everything was clean and bright? 8 8 / 10
3c. The visit was quick and easy? 8 8 / 10
3d. I was treated like a guest? 8 8 / 10
68 / 68
For Yes, the signage must be clearly visible
and unobstructed upon approaching the site.
The signage should also be clean, undamaged
and in a good working condition. The signage
4. Upon approaching the site, were you able
Yes 2/2 should not be covered with overgrown trees,
to clearly identify it as a Shell site?
branches, etc.
Shopper to select all “Explain No” options that
apply.
For Yes, the driveways at the entrance/exit and
the forecourt areas should be unobstructed.
Signage managing the traffic flow should
be clearly marked and indicating the right
direction.
5. Were you able to enter and exit the
Yes 2/2 Shopper to select all “Explain No” options that
forecourt safely?
apply.
Option d) is not applicable for self serve sites,
to be binary coded based on site list details
provided by Shell.
Option d) =NA if 13 = No
On first impression, the forecourt area must be
free from obvious weeds (and excessive snow/
ice in drive areas in winter), litter (paper,
packages, cigarette butts, etc.), or excessive
oil/spills, and rubbish/trash bins must not be
full or overflowing.
6. On first impression was the forecourt:
The lighting (including building, canopy, and
other site lighting) must be on / functioning
when lighting is necessary. Answer No if
lighting is off or if there are obvious gaps in
lighting due to burned out bulbs.
5. 6a. Clean? Yes 3/3
6b. Well lit for the time of the day? Yes 1/1
For Yes, the customer should be able to quickly
and easily drive up to a pump without having
7. Considering the time and conditions, were to move around the forecourt or waiting in a
you able to quickly and easily drive up to an Yes 4/4 queue for an unacceptable amount of time.
operational pump?
Shopper to select “Explain No” option that
applies.
Both (a) and (b) must be Yes for points. For
Yes, the pump/pump nozzle and hose used
must be clean, free of excessive dust, fuel,
oil or grease stains and the nozzle handles
should be free of anything that could stain
the customer’s hands. The pump/pump nozzle
8. Was the pump area you used clean and
4/4 used must be free from any obvious damage.
undamaged?
Answer No if there is grease or dirt on your
hand after touching the nozzle handle, or if
there is obvious damage.
If served by an attendant, answer No to
cleanliness if pump appears excessively dirty.
8a. Clean? Yes
8b. Undamaged? Yes
For Yes, fuel must dispense at appropriate
speed and without excessive ‘clicking’ or
9. Was the pump you used in good working
Yes 4/4 pump.
order?
Shopper to select “Explain No” option that
applies.
All of a) to f) must be Yes or NA for points.
For Yes, all specified facilities must be present/
available and fully stocked on the pump
island. No penalty if an amenity is present
but in use by another customer. No penalty
if water facilities are located inside a heated
10. Were the following island amenities fully cabinet, or taken indoors in winter to prevent
3/3
stocked on the pump island: freezing.
Option d) is NA if there are no diesel pumps
on this pump island.
Note: Each market to select up to 2 additional
items if required.
NA for option (e) and (f) if no market item
applies for the market.
10a. Squeegee and clean water facilities (for
Yes
windscreen use)?
10b. Paper towel? N/A
10c. Rubbish bin? Yes
Answer Yes if there is air and/or water
11. Were there air and/or water facilities at
facilities available at this site. Answer No
this site?
if there are no air and/or water facilities,
Explain No:
No or if these facilities are out of order, or are
being cleaned or are under maintenance
a) No air and/or water facility was available
and therefore inaccessible or unable to be
at this station.
assessed as being used by another customers.
Both a)-b) must be Yes for points. For Yes, the
air and/or water facilities must be clean and
functioning.
12. Was the air and/or water facility at the
NA if Q11 is answered No with an option (a)
site:
being selected.
Option (b) is Yes if Q11 is answered no with
option (c) or (d) selected.
12a. Clean? N/A
6. 12b. Functioning/operational? N/A
Non-scoring question for information purposes
only. Answer Yes if an attendant served you
on the forecourt. If not served immediately,
shopper to wait 2 minutes at the pump before
serving them self and responding “No” to
this question. If the attendant is dealing with
another customer and does not provide service
after 2 minutes, answer No and select “Explain
13. Were you served by a forecourt
Yes No” option b).
attendant?
If No, shopper to choose the “Explain No”
option that applies.
For self-serve sites, default this question to
“No” with picklist options (d). To be binary
coded based on site list details provided by
Shell.
If this question is answered “No”, Q14 to 19
will become NA.
13.1. How many customers (vehicles) were
waiting in a queue behind you at the fuelling Non scoring question to determine how many
position you were in, while you were being customers (vehicles) were waiting at the
served? fuelling position you were in for your service to
be completed.
NA for Partial Serve Markets.
b) 1 customers (vehicles).
For Yes, the attendant must be wearing a clean
14. If served by an attendant, was the Shell uniform and a readable identification
attendant wearing a clean uniform and Yes 3/3 badge.
readable name badge? If a safety vest is worn, name tag must be on
the outside.
For 15 (a) = Yes, the attendant (where
applicable) must offer a courteous and friendly
welcome.
For 15 (b) = Yes, the forecourt attendant must
15. Did the attendant offer a: thank you and/ or offers a courteous and
friendly farewell.
Subjective opinions about their personal
experiences during this visit and therefore not
open to enquiry line queries.
15a. Welcome and greeting? Yes 2/2
15b. Farewell? Yes 2/2
For Yes, the attendant must make reference
to at least one additional product/ service
16. Did the attendant make an additional offer. This may be a promotional offer for
product offer? e.g. credit cards, etc., it may be an instore
promotional offer relating to drinks, snacks,
Explain Yes (Select all that apply):
Yes 2/2
etc., a reference to lubricants available, or it
b) Offered a product/service which may be any mention of services such as car
complimented my purchase. wash or auto service.
Answer No, if you are not offered an
additional product.
For Yes, the attendant must inquire if customer
would like differentiated fuel (by mentioning
a premium grade of fuel such as V Power, V
17. If served by an attendant, did the Power diesel and confirming the grade and
attendant introduce or offer differentiated N/A amount back to you)
fuel or full tank? In markets without differentiated fuel an offer
of a full tank is acceptable.
NOTE – shoppers to wait for the attendant to
ask what sort of fuel they would like.
18. If served by an attendant, did the If served by an attendant they must ask if you
attendant offer a “Value Add” service? Yes 2/2 want the windscreen cleaned or ask if you
want your oil level checked.
7. NA for self-serve markets.
Other ‘Value add service’ include: tire
pressure check, top off window fluids,
windscreen cleaning, check of level oil or fluids
under bonnet.
Full Serve
Explain Yes (Select all that apply): If no more than one customer is waiting
a) Offer windscreen clean.b) Offer oil check. behind you at the same fuelling position for
your service to be completed, attendant must
ask if you want the windscreen cleaned or ask
if you want the oil level checked.
If more than one customer is waiting
behind you at the same fuelling position,
the attendant does not have to offer a value
added service. So, if Q 13. 1 = 2 or more
(option c selected), Q 18 = NA.
Shopper’s subjective opinion only based
on their interaction with the forecourt staff
19. Did you feel that the interaction you had member(s) today during their visit. May be
today with the forecourt staff member was based on any aspect of the service provided
genuine and sincere? during the visit today. As these specific
responses are based on subjective opinion, no
Explain Yes (Select all that apply): queries or appeals may be lodged regarding
l) Friendly smile provided.m) Pleasant
Yes 4/4
responses in this section.
verbal interaction. n) Sincere greeting. At any point, the staff interaction is not
o) Sincere farewell.q) Service was efficient genuine and sincere, please answer “No”,
but not rushed. r) Focused on me throughout choose pick list.
transaction. s) Generally very pleasant. Subjective opinions about their personal
experiences during this visit and therefore not
open to enquiry line queries.
Refers to all pumps visible from the pump in
use or passed on the way to pump being used/
into the shop.
For Yes, on casual observation, all pumps must
either be fully functional.
20. Did all grades of fuel appear to be Answer No if pumps were signed or bagged
available and were all pumps working on Yes as out of order or if you were told by the
site? attendant or there were other indicators.
Shopper to select any “Explain No” option that
applies.
Logic when Q20 is a CCP question: if this
question is answered No with option (a), (c) or
(d) selected, CCP should score.
Non-scoring question for information purposes
only. A “full shop” means you can enter the
shop building. A “Kiosk” means that you
cannot enter the shop building – some sites
may only offer “kiosk” service during night
21. What format of shop did this service hours - choose “kiosk” in these instances.
station have: If option a) chosen, then Q22, 23, 25 – 31 to
apply.
If option b) chosen, then Q22, 25 – 31 to apply.
23 to be marked NA.
If option c) chosen, then Q21.1 – 23, 25- 31 to
be marked as NA.
21a. Full shop? Yes
21b. Kiosk (counter front/service window/
No
payment window)?
21c. No shop? No
21.1. Were you served by the same person in No Non Scoring question for information purpose
the shop as on the forecourt? only. Answer Yes if served by the same staff
8. member on both the forecourt and within the
shop.
NA if Q13 = No.
NA if 21c ‘no shop’ is selected.
Non scoring question to determine how many
customers were waiting behind you in the shop
21.2. How many customers were waiting
queue to complete their transaction.
behind you in the queue to complete their 1
Shopper to make their observation upon
transactions in the shop (upon leaving the customers leaving the counter at the end of their
counter at the end of your transaction)?
transactions.
NA if 21c ‘no shop’ is selected.
Refers to shop building, or payment area only
– no other buildings on site, e.g. workshop.
22. On first impression, was the building For Yes, on casual observation, the exterior
exterior clean and well lit at the time of the Yes 4/4 must be clean, well lit and in good condition.
day? Answer No if there is graffiti, or obvious dirty
marks on walls, etc..
NA if Q21 = (c) no shop
For Yes there must be no large, obvious gaps
in stock. (May include any product displays
that are positioned immediately outside the
23. Were product display units (including shop front door.)
Yes 3/3
fridge/freezer units) well stocked? Note: Each market to select up to 2 additional
items if required.
NA if Q21 = (b) kiosk (counter front/service
window/payment window) or (c) no shop.
Non-scoring. To determine where the payment
has been made.
24. How did you pay for your fuel:
Option b) = NA if Q13 = No.
Option c) = NA if Q21 = c) no shop
24a. Pay at pump facility? No
24b. Forecourt attendant? Yes
24c. In the shop? No
24d. Payment booth / kiosk? No
All of a) to d) must be Yes for points. For Yes,
the payment area must be neat and tidy
without any clutter. Whenever the lighting
is necessary, the lighting must be on and
functioning. The payment facility should be
in full working condition which means that
25. Was the payment facility area: 3/3
shopper’s payment should be processed
without any technical problems. Answer No
if shopper is unable to get the automated
payment terminal to work or if staff have
problems with equipment when processing the
payment.
25a. Clean? Yes
25b. Tidy and uncluttered? Yes
25c. Well lit at the time of the day? Yes
25d. In full working order? Yes
For Yes, the staff member must complete the
transaction correctly (correct amount charged,
correct change given, etc.) and efficiently
26. Was the payment transaction completed (without undue delay, etc.). No penalty if the
Yes 3/3 staff member makes an error and corrects it
correctly and efficiently?
without prompting.
NA if Q24 = option a)
For Yes, the staff member must be wearing
27. Did the staff member who served you
Yes 3/3 a clean Shell branded uniform including an
in the shop wear a clean uniform and name
identification badge. If a safety vest is worn,
badge?
name tag must be on the outside.
9. NA if Q21 = (c) no shop.
NA if Q21.1 = Yes.
For 28 (a) = Yes, the shop staff must offer a
courteous and friendly welcome.
For 28 (b) = Yes, the shop staff must thank you
and offers a courteous and friendly farewell.
28. Did the shop staff offer a:
NA if Q21 = (c) no shop
NA if Q21.1 = Yes.
Subjective opinions about their personal
experiences during this visit and therefore not
open to enquiry line queries.
28a. Welcome and greeting? Yes 2/2
28b. Farewell? Yes 2/2
For Yes, the shop staff must make at least one
29. Did the shop staff make an additional additional product offer.
product offer?
Answer No, if you are not offered an
Explain Yes (Select all that apply): Yes 2/2 additional product.
b) Offered a product which complimented my
purchase. c) Offered a product which seemed NA if Q21 = (c) No shop
personalised for me. NA if Q21.2 = 4 or more.
Shopper’s subjective opinion only based on
their interaction with the shop staff member(s)
31. Did you feel that the interaction you today during their visit. May be based on any
had today with the shop staff member was aspect of the service provided during the visit
genuine and sincere? today. As these specific responses are based
on opinion, no queries or appeals may be
Explain Yes (Select all that apply): lodged regarding responses in this section.
k) Good eye contact given.l) Friendly smile
Yes 4/4
provided. n) Sincere greeting.o) Sincere At any point, the staff interaction is not
farewell. q) Service was efficient but not genuine and sincere, please answer “No”,
rushed. r) Focused on me throughout choose pick list.
transaction. s) Generally very pleasant.
NA if Q21 = (c) no shop
NA if Q21.1 = Yes.
Answer Yes if there is a toilet available during
this visit. Answer No if there are no toilet
facilities, or if these facilities are locked, out
of order, or closed for cleaning and therefore
inaccessible or unable to be assessed as the
shop was not accessible. If advised that toilets
are for staff use only, but the shopper is given
32. Were you able to visit the toilet? Yes access, then answer Yes and toilets are to be
assessed.
If occupied, shopper should wait for at least
three minutes and try again. Only answer No
and select e) if toilet is still occupied after this
time.
All of a)-b) must be Yes for points. For Yes, the
toilet should appear clean and maintained
on a regular basis. Answer No if there is litter
or noticeable water spills on the floor, dirt or
grime on the hand basin and/or mirror, and
if the toilet is dirty. No penalty for old stains/
33. Was the toilet you used: 2/2 marks on facilities that cannot be cleaned. For
Yes, there must be functional lights available.
Lights do not need to be on but shopper must
be able to switch them on.
NA if Q32 = No
33a. Clean? Yes
