Customer Experience Review

• Site conducted

  Select

• Site Platform

  Select

• Site Manager Name

• Site Manager Signature

  Sign

• Prepared by

• AM Name

• Month

  Select January 2021 February 2021 March 2021 April 2021 May 2021 June 2021 July 2021 August 2021 September 2021 October 2021 November 2021 December 2021 January 2022 February 2022 March 2022 April 2022 May 2022 June 2022 July 2022 August 2022 September 2022 October 2022 November 2022 December 2022

  • January 2021
  • February 2021
  • March 2021
  • April 2021
  • May 2021
  • June 2021
  • July 2021
  • August 2021
  • September 2021
  • October 2021
  • November 2021
  • December 2021
  • January 2022
  • February 2022
  • March 2022
  • April 2022
  • May 2022
  • June 2022
  • July 2022
  • August 2022
  • September 2022
  • October 2022
  • November 2022
  • December 2022

• Conducted on

  Date
• Location
  Address

• Take a selfie with site in the background

  Media

• Is the staff attendance properly recorded by the Site Manager/SS on a daily basis?

  Yes

  No

  N/A

• Picture of attendance records

  Media

• Yes

  No

  N/A

• Is there any new staff hired on site (hired less than a month ago)?

  Yes

  No

  N/A

• If yes, has the new staff trained on 8 service steps?

  Yes

  No

  N/A

• Has all the staff been trained at least once in last 3 months on HSSE and Customer Service?

  Yes

  No

  N/A

• Is there are any structured Reward & Recognition program (dealer funded for dealer sites) in place on site?

  Yes

  No

  N/A

• Does the staff follow 8 Service Steps of Customer Service (Check CCTV footage if available)?

  Yes

  No

  N/A

• Monitor 8 Service Steps through CCTV and mention the total score %age

• Is the staff records available on site?

  Yes

  No

  N/A

• Is the Dealer following Taj guidelines on salary? (Check basic salary without food allowance - Ask SCs)

  Yes

  No

  N/A

• Do the site staff know about targets and rewards?

  Yes

  No

  N/A

• Review Customer feedback record and take necessary measures to improve. Is the customer feedback maintained?

  Yes

  No

  N/A

• Picture of customer feedback record.

  Media

• LCSMR is reviewed on regular basis with the Site Staff and short comings are highlighted and improved.

  Yes

  No

  N/A

• Site Manager is delivering all points of customer service at the forecourts (atleast once per week)

  Yes

  No

  N/A

• Review Helpline complaints - all local helpline work is done as per requirement.

  Yes

  No

  N/A

• There are no pending helpline complaints

  Yes

  No

  N/A

• SM is conducted night visit checks

  Yes

  No

  N/A

• Entrance & Exit Area is clean - free of litter & spills?

  Yes

  No

  N/A

• Entrance & Exit is unobstructed - free of obstacles, even & easy?

  Yes

  No

  N/A

• Entrance/Exit Signage is in place?

  Yes

  No

  N/A

• Picture of entrance & exit

  Media

• Landscaping area/green belt is clean, green and well maintained?

  Yes

  No

  N/A

• Picture of Landscaping area

  Media

• Monolith/Sign pole/Flag sign available on site?

  Yes

  No

  N/A

• Monolith/Sign pole/Flag sign is clean?

  Yes

  No

  N/A

• Monolith/Sign pole/Flag sign in undamaged?

  Yes

  No

  N/A

• Monolith/Sign pole/Flag sign is functional?

  Yes

  No

  N/A

• Picture of Monolith/Sign pole/Flag sign

  Media

• There is no non-Taj branding on site?

  Yes

  No

  N/A

• Picture of non-Taj branding on site

  Media

• Traffic guide on duty assigned on site to direct customers to available dispenser?

  Yes

  No

  N/A

• What type of brand on canopy is installed?

  TGPL New Brand

  TGPL Old Brand

  Other Company Brand

• All canopy branding is working & functional (Fascia, red bar)? (Ask staff during the day)

  Yes

  No

  N/A

• Picture of canopy

  Media

• Site is looking clean and bright?

  Yes

  No

  N/A

• Picture of overall site

  Media

• Forecourt Area is generally clean & free of litter, spills or water collection?

• Forecourt is undamaged?

  Yes

  No

  N/A

• Picture of Forecourt

  Media

• All lights work & are switched on when dark? (ask staff or check CCTV footage of night)

  Yes

  No

  N/A

• Under Canopy Area is Clean?

  Yes

  No

  N/A

• Under Canopy Area is Undamaged?

  Yes

  No

  N/A

• Under canopy picture

  Media

• All Signage on Site is Clean?

  Yes

  No

  N/A

• All Signage on Site is Undamaged?

  Yes

  No

  N/A

• Any promotional materials displayed on site?

  Yes

  No

  N/A

• All promotional materials/branding is clean & undamaged?

  Yes

  No

  N/A

• No non-Taj branding is displayed?

  Yes

  No

  N/A

• All Fuel Dispensers are functional? (all dispensers should be operational)

  Yes

  No

  N/A

• Picture of dispenser area

  Media

• All Fuel Nozzles are functional?

  Yes

  No

  N/A

• All Dispensers & Nozzles are clean?

  Yes

  No

  N/A

• All dispensers are undamaged?

  Yes

  No

  N/A

• Nozzle jackets are in good condition & clean?

  Yes

  No

  N/A

• All dispensers print receipts of purchase which is offered to customers?

  Yes

  No

  N/A

• Lubricant trolleys are present on site?

  Yes

  No

  N/A

• Picture of Lubricant Trolleys

  Media

• Number of trolleys on site?

• Are all trolleys in use to display lubricants?

  Yes

  No

  N/A

• Lubricant trolleys are clean?

  Yes

  No

  N/A

• Lubricant trolleys is physically undamaged?

  Yes

  No

  N/A

• Lubricant trolleys branding is undamaged?

  Yes

  No

  N/A

• Lubricant trolleys are filled properly with lubricant packs? (all products are displayed)

  Yes

  No

  N/A

• All Attendants are wearing complete Taj uniforms?

  Yes

  No

  N/A

• All Attendant Uniforms are clean and unfaded?

  Yes

  No

  N/A

• Picture of Staff

  Media

• Wiper bucket & Wiper is available on site?

  Yes

  No

  N/A

• Wiper & bucket are in good condition?

  Yes

  No

  N/A

• Wiper Service is offered to customers regularly?

  Yes

  No

  N/A

• Picture of Wiper & Bucket

  Media

• Is all staff present and as per OLE?

  Yes

  No

  N/A

• Is there Card Machine available on site?

  Yes

  No

  N/A

• Is the Card Machine functional?

  Yes

  No

  N/A

• Is there a credit card machine available on site?

  Yes

  No

  N/A

• Is the Credit card machine functional?

  Yes

  No

  N/A

• Does the site have a wireless credit card machine?

  Yes

  No

  N/A

• Picture of Credit Card Machine?

  Media

• Is the staff aware of any promotions running on the site? (ask staff)

  Yes

  No

  N/A

• Taj Ehsaas Posters are available and displayed on canopy columns?

  Yes

  No

  N/A

• Picture of Taj Ehsas Posters

  Media

• All Taj branding on site is clean?

  Yes

  No

  N/A

• All Taj branding on site is undamaged?

  Yes

  No

  N/A

• Pictures of branding

  Media

• See if picture board or digital screen has customer pictures or testimonials on display.

  Yes

  No

  N/A

• Are there any newly hired staff on forecourt?

  Yes

  No

  N/A

• Newly hired staff know their role well?

  Yes

  No

  N/A

• Newly hired staff have been trained on HSSE, Customer Experience and Operational elements

  Yes

  No

  N/A

• Customer Toilets present on site?

  Yes

  No

  N/A

• Picture of Toilet Area from outside

  Media

• Picture of toilet from inside

  Media

• Toilet areas are labelled to direct customers to toilets?

  Yes

  No

  N/A

• Labels are clean?

  Yes

  No

  N/A

• Labels are undamaged?

  Yes

  No

  N/A

• Picture of labels

  Media

• Toilets Area is clean & tidy?

  Yes

  No

  N/A

• Toilets are clean from the inside?

  Yes

  No

  N/A

• Regular cleaning schedule or procedure in place to maintain toilet cleanliness which is checked by site manager to ensure toilets remain clean?

  Yes

  No

  N/A

• Picture of Cleaning Schedule / Toilet Checklist?

  Media

• Toilets are stocked with soap & tissues/towel or signage in place for customers to ask for soap & towel from staff?

  Yes

  No

  N/A

• Picture of soap and tissue/towel

  Media

• Signage in place if toilets are locked to ask staff for keys to the toilet?

  Yes

  No

  N/A

• OGRA Signage for clean toilets & complaint number is displayed clearly near the toilet/washroom area?

  Yes

  No

  N/A

• Picture of OGRA Toilet Poster

  Media

• All equipment inside toilets is functional (no water leaking & toilet is usable)?

  Yes

  No

  N/A

Shop

• Shop present on site?

  Yes

  No

  N/A

• Picture from outside (showing brand of the shop)

  Media

• Picture from inside (general from entrance area)

  Media

• Picture of Counter with staff

  Media

• Picture of freezers

  Media

• Select/Shop is clean - free of litter and spills?

  Yes

  No

  N/A

• Doors & windows are clean?

  Yes

  No

  N/A

• Doors & windows are undamaged?

  Yes

  No

  N/A

• Temperature is maintained in side Shop - AC is working?

  Yes

  No

  N/A

• Counters are clean & maintained?

  Yes

  No

  N/A

• Staff inside Shop are wearing uniforms?

  Yes

  No

  N/A

• Prices of each items inside shop are clearly displayed?

  Yes

  No

  N/A

• Lights are on & functional inside select/shop?

  Yes

  No

  N/A

• All refrigerators are clean?

  Yes

  No

  N/A

• All refrigerators are undamaged & functioning properly?

  Yes

  No

  N/A

ATM

• ATM is present on site?

  Yes

  No

  N/A

• Picture of ATM Area

  Media

• ATM area is clean - free of litter & spills?

  Yes

  No

  N/A

• ATM is functioning?

  Yes

  No

  N/A

• ATM AC is working?

  Yes

  No

  N/A

• There is a dust-bin near ATM for customers to throw ATM receipts?

  Yes

  No

  N/A

• Oil Change Facility is available on site?

  Yes

  No

  N/A

• Picture of Oil Change Area

  Media

• Latest price/rate list of lubricants is properly displayed for customers?

  Yes

  No

  N/A

• Picture of rate list of lubricants

  Media

• All signage/branding for oil change facility is clean & tidy?

  Yes

  No

  N/A

• All signage/branding for oil change facility is undamaged?

  Yes

  No

  N/A

• Picture of Oil Change branding & signage

  Media

• All oil change equipment is clean?

  Yes

  No

  N/A

• All oil change equipment is undamaged & functioning properly?

  Yes

  No

  N/A

• All lights are working & switched on when dark? (Ask staff or check CCTV)

  Yes

  No

  N/A

• Offers or Services are displayed properly for customers?

  Yes

  No

  N/A

• Picture of offers or services display

  Media

• Oil filters & Air Filters are available for customers to buy?

  Yes

  No

  N/A

• Prices of Oil Filters & Air Filters are clearly displayed for customers?

  Yes

  No

  N/A

• Picture of price list displayed for oil & air filter

  Media

• Oil Change Attendant is wearing Taj uniform?

  Yes

  No

  N/A

• Is the Oil Change Attendant well-groomed? (Check uniform, shoes, face for no oil stains)

  Yes

  No

  N/A

• Is the Oil Change Attendant aware of any promotions or campaigns currently running on the site? (Ask Oil Change Attendant)

  Yes

  No

  N/A

• Picture of Oil Change Attendant

  Media

• Car Wash Facility available on site?

  Yes

  No

  N/A

• Picture of Car Wash area

  Media

• Is the Car Wash Area clean - free of litter?

  Yes

  No

  N/A

• All Car Wash equipment is functional?

  Yes

  No

  N/A

• Is the car wash area well-lit?

  Yes

  No

  N/A

• Car wash area is well maintained?

  Yes

  No

  N/A

• Is the branding/signage in the car wash area clean?

  Yes

  No

  N/A

• Is the branding/signage in the car wash area undamaged?

  Yes

  No

  N/A

• Picture of car wash branding/signage

  Media

• Are the services offered & their rates clearly displayed for customers of the car wash?

  Yes

  No

  N/A

• Picture of rate list

  Media

• Is all staff working at car wash wearing uniforms & PPEs?

  Yes

  No

  N/A

• Is all staff working at car wash wearing name badges?

  Yes

  No

  N/A

• Picture of Car Wash Staff

  Media

• Waiting room for customers available on site?

  Yes

  No

  N/A

• Picture of Waiting Area

  Media

• Waiting area is clean?

  Yes

  No

  N/A

• Doors & windows are clean?

  Yes

  No

  N/A

• Doors & windows are undamaged?

  Yes

  No

  N/A

• Is there a proper seating space for customers to sit comfortably while waiting?

  Yes

  No

  N/A

• Drinking water available for customers?

  Yes

  No

  N/A

• Fans/AC functioning?

  Yes

  No

  N/A

• Tyre Shop Present on site?

  Yes

  No

  N/A

• Picture of Tyre Shop Area

  Media

• Is Tyre Shop area clean - free of litter & spills?

  Yes

  No

  N/A

• All equipment at the Tyre Shop is functional?

  Yes

  No

  N/A

• Tyre Shop Area is well-lit? (ask staff or check CCTV)

  Yes

  No

  N/A

• Tyre Shop area is well maintained?

  Yes

  No

  N/A

• All branding/signage for Tyre Shop is clean?

  Yes

  No

  N/A

• All branding/signage for Tyre Shop is undamaged?

  Yes

  No

  N/A

• Picture of Tyre Shop Branding/Signage

  Media

• All Services offered at Tyre Shop are displayed along with the rate list for customers?

  Yes

  No

  N/A

• Picture of rate list

  Media

• Air Facility is working & fully functional?

  Yes

  No

  N/A

• The staff at Tyre Shop is wearing uniform?

  Yes

  No

  N/A

• The staff at Tyre Shop is wearing name badges?

  Yes

  No

  N/A

• Picture of staff

  Media

• Is there truck port available on Site?

  Yes

  No

  N/A

• Is the truck port parking area clean, undamaged?

  Yes

  No

  N/A

• Is the truck port parking area well lit during the night?

  Yes

  No

  N/A

• Is the dining area clean and well lit during the night?

  Yes

  No

  N/A

• Talk to truck customers and check their feedback on quality of food and services?

  Good

  Fair

  Poor

  N/A

• Picture of TP Parking Area

  Media

• Picture of TP Dining Area

  Media

• Any other NFR available at Site?

  Yes

  No

  N/A

• Name of NFR

• Picture of NFR

  Media

• Is the area clean and free of litter?

  Yes

  No

  N/A

• Is the area well-lit?

  Yes

  No

  N/A

• Is the staff wearing uniform

  Yes

  No

  N/A

• Is the staff wearing name badges?

  Yes

  No

  N/A

• Comments on Site performance on audit & coaching

• Coaching Notes for site manager