2012 壳牌中国MMP服务考核标准.docVIP

SHELL GLOBAL SERVICE STANDARDS Purchase Scenario –2012 FINAL Version 8.3 as at 10/11/2011 for 2012 FULL SERVICE MARKET Station Visited: [Name of Station] Location: [Street Address] Month: [Month of shop] N/S = Non-scoring question 到访油站：（油站名称） 位置：(油站地址) 月份：(调查月份) N/S=不计分问题Scenario: The shopper is to visit the designated Shell location and make specific observations on the forecourt regarding cleanliness and facilities. The shopper is to put a specified minimum amount of fuel into their vehicle. The shopper is then to proceed to the shop, select a shop product and complete their transaction, assessing the service received. The shopper is also to check the toilet facilities (if available) and make specific observations regarding these facilities (Shopper is to ask for the key if the toilets are locked AND shopper to wait approximately 2 minutes if the toilet is occupied). Reimbursement to be provided for fuel AND shop purchases. Shoppers may pay by cash, debit, or credit – not by cheque. 方案：神秘访客须在没有预先通知情况下前往指定的壳牌油站，并详细观察加油区的清洁程度及设施。神秘访客须为所驾驶的汽车加入指定最低金额的燃油量。之后，神秘访客须入便利店购买商品及评估店员的顾客服务。如果油站设有洗手间设施，神秘访客也需要检查。（如洗手间被上锁，神秘访客须向店员索取锁匙; 如洗手间正被占用，神秘访客也须等待大约两分钟）加油费用及便利店消费均可报销。 神秘访客可用现金付款或银行卡付款。 A. Forecourt Potential Response Potential Score Service Standard A. 前庭 选项 分数 服务标准 1. Was the forecourt area free from: _ weeds (excessive snow/ice in drive areas in winter)? _ litter? _ excessive oil/spills? _ full or overflowing rubbish/trash bins? Explain No for option a): _ Obvious weeds were present on the forecourt area _ Excessive snow/ice was present on the forecourt area. Y/N Y/N Y/N Y/N 4 All of a) - d) must be Yes for points. For Yes, on casual observation, 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. No penalty for spills that are clearly fresh, or are being attended to/cleaned. Shopper