Customer Service Experience Checklist Mock Audit

• Conducted on

  Date

• Prepared by

• Location
  Address

Service Team Readiness/Skills

• TM ready for operation

  Yes

  No

  N/A

• Hospitality and Helpfulness

  Yes

  No

  N/A

• TM Behaviour

  Yes

  No

  N/A

• Personal Apperance Grooming and Hygiene

  Yes

  No

  N/A

• SAC/ Service in charge Performance

  Yes

  No

  N/A

• CRL/ Service in charge Performance

  Yes

  No

  N/A

• Security Performance

  Yes

  No

  N/A

Customer Service Experience

• Parking and Surrounding/ Main Entrance/ Lobby/ Station Maintenance and Cleanliness

  Yes

  No

  N/A

• Following ALBAIK-CXP-Manual-COVID-19-Response

  Yes

  No

  N/A

• Controlled Social Distance Outside/ Lobby Area/ Cashier/ Dining

  Yes

  No

  N/A

• Restaurant Temperature

  Yes

  No

  N/A

• Speed of Service/ Waiting Time Cashier+Counter +>Total 8.66mins

  Yes

  No

  N/A

• Accuracy of order complain

  Yes

  No

  N/A

• Availability of Food Item as per Menu

  Yes

  No

  N/A

• Following Cashier SOPs

  Yes

  No

  N/A

• Following Counter SOPs

  Yes

  No

  N/A

AHD Services

• Accuracy of Order Imidieate Complaint

  Yes

  No

  N/A

Prayer Closing

• Prayer Closing Procedure followed

  Yes

  No

  N/A

• Restaurant Opening on Time After Prayer

  Yes

  No

  N/A

• CTM/ CTL/ NTM Communication with Customer at Prayer Time

  Yes

  No

  N/A

Dining In Services

• Following Dining SOPs

  Yes

  No

  N/A

• Tables Crowd Control Setup

  Yes

  No

  N/A

• WC Cleanliness

  Yes

  No

  N/A

Others

• Food Quality and Non Food Item Attributes

  Yes

  No

  N/A

• Product FIFO/ Expiration

  Yes

  No

  N/A

• Checking Customer Mask/ Body Temperature

  Yes

  No

  N/A

• Checking Customers Tawwakalna Application Protocol

  Yes

  No

  N/A

• Sanitizing Leader Availability and Performance

  Yes

  No

  N/A

• Availability of Manual Order Book with Updated VAT

  Yes

  No

  N/A

• Marketing Material and Branding Signs

  Yes

  No

  N/A

• Handling Customer Complaint

  Yes

  No

  N/A

• Updated Service Checklist

  Yes

  No

  N/A

• CAPA Closed

  Yes

  No

  N/A

• Following 30mins Hand Washing and Sanitizing Checklist

  Yes

  No

  N/A