Quest people 1 Customer Experience

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Reception area

• Receptionist unfriendly and unhelpful

  Select yes no

  • yes
  • no

• Receptionist did not smile, give eye contact or engage in conversation

  Select yes no

  • yes
  • no

• Not served quickly by the receptionist

  Select yes no

  • yes
  • no

• Not enough receptionists on duty

  Select yes no

  • yes
  • no

• Receptionists were not forthcoming and proactive with additional information without prompting

  Select yes no

  • yes
  • no

• No receipt was given

  Select yes no

  • yes
  • no

• Reception area did not have a corporate image

  Select yes no

  • yes
  • no

• Access control was poor

  Select yes no

  • yes
  • no

• Access control was poor

  Select yes no

  • yes
  • no

• Access control was poor

  Select yes no

  • yes
  • no

• No effective queue management in place

  Select yes no

  • yes
  • no

• Customers were observed passing through reception without paying

  Select yes no

  • yes
  • no

• Public address announcement were not clear and did not start with either ' customer' or 'staff' announcement

  Select yes no

  • yes
  • no