Research Report

(Retail Training & HSE Compliance)

Report By: Agha Salahuddin Arhum Ghous Farrukh Shaikh Maria Rasheed Qurat-ul-ain Umer Yousuf

Survey of selected PSO Retail outlets to assess and analyze housekeeping, HSE & customer services standards

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Table of Contents

Topic
1. Acknowledgement

Page no.
4

2.

Executive Summary

3.

Introduction

4.

Objective

5.

Methodology

6.

Time frame

7.

Sample Size

8.

Survey details

9.

Benefits of survey

10

10.

Results

21

11.

Recommendations

27

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Acknowledgement We are very thankful to God, who gave us strength to gain knowledge and hence complete this report within time. Without His support, we would never have been able to complete it. We would also like to thank Sir Vaqar Khan, the GM of the Human Resources and Training & Org.Department of Pakistan State Oil, the largest Oil Marketing company of Pakistan, for his support throughout our period of 6 weeks and encouragement to work hard and gain as much knowledge as possible from his talent and experience. May God bless him and provide us with more opportunities to work under his supervision and guidance! We would also like to thank all the employees of the PSO house and staff at the retail outlets for supporting us at their best and showing co-operation throughout our internship period, which has finally proved the fact in our hearts that employees at PSO work and contribute together, like a Family! Special appreciation to Ms. Rubina Jan, Sir. Ehsanullah Sheikh and Ms. Asma khan for providing us their support and encouragement at their best, who were actually there throughout the complete period, to guide us about the survey till the completion of our project. Last but not the least, special thanks to our team members who consistently coordinated with each other and completed this report on time. We enjoyed a lot, we had a lot fun and jokes, we made good friends and learned a lot of work at profession and led this experience towards the best achievement altogether, however, this

internship period taught us, how to work efficiently and effectively in a team to achieve our goals.

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Executive Summary

PSO is the largest Oil marketing company in Pakistan, which puts special emphasis on the satisfaction and long term profitable relationships with its customers. This primary responsibility is handled by Retail department by maintaining the retail outlets. The retail outlets are the most important place to interact with customers and provide them company products with best possible services. A well maintained outlet not only gives a good impression of the company but it is a sense of pride and prestige for the dealer. The impression and the services that customer take away are the deciding factors for future retention of that customer. However, we as interns at PSO have conducted a survey on 24 NVROs sites of PSO to find existing practices with respect to housekeeping, HSE & customer services

standards and access, analyze and give recommendations for improvement. The results of the survey will help to identify weak areas regarding cleanliness, housekeeping on our outlets including the customer services and will help to improve them by benchmarking the competitors outlets. It will be helpful in standardizing the services on PSOs outlets and will eventually affect the sales.

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INTRODUCTION: The retail outlets are the most important place to interact with customers and provide them company products with best possible services. The retail outlets are the primary location where we can leave a favorable long lasting impression on the customers minds. In order to gain the attention and loyalty of the customer, the outlet should be maintained in best possible way. The overall outlook of the retail outlet is very important as we know that the first impression is the last impression. A well maintained outlet not only gives a good impression of the company but it is a sense of pride and prestige for the dealer. The impression and the services that customer take away are the deciding factors for future retention of that customer. Major areas of concern to ensure first class customer services are the general attitude and services rendered to customers, cleanliness and housekeeping which should be randomly

compared to competitors sites. By maintaining proper cleanliness the life span of equipment increases, maintenance cost of equipment decreases and risk of the accidents also decreases. It will help to identify the root causes of cleanliness issues and the attitude and approach of dealers with respective to their outlets.

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Objectives:
The objective of this survey is to find out existing practices on PSOs with respect to housekeeping, HSE, & customer services standards and access, analyze and give recommendations for improvement.

Methodology:

The

survey

conducted

through

observation

&

interview

based

questionnaire.

Considering the purpose of the survey, few selected PSOs sites in each of Karachi Division wereselected based on their prime locations, performance and general outlook with a total sample size of 24 sites. We used convenient sampling method in our survey

Time Frame:
The total time taken to conduct this research was 4 weeks. 7 working days were utilized to visit 24 outlets of whole report. Karachi remaining days were utilized in completing the

Benefits Of The Survey

The results of the survey will help to identify weak areas regarding cleanliness and housekeeping on our outlets and will help to improve them by benchmarking the competitors outlets. It will be helpful in standardizing the services on outlets and will eventually affect the sales. By maintaining proper cleanliness the life span of equipment increases, maintenance cost of equipment decreases and risk of the accidents also decreases.

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1.4 SAMPLE SIZE

We have conducted survey in 24 NVROs in Karachi Division. Out of which 6 were COCO sites while rest 18 were Dealers sites we selected each outlet from different areas (A01, A02, A03, A04. Below is the list of outlet where we conducted our survey.

COCO

PSO 23

MG Motors

Bhittai

Ittehad

AB Ghazi

Ideal Karsaz

A01

Gasoline Inn

Ovaise National

Sterling Ser Station

Qurban Service

A02

Chowrangi Service

Razi Service Sadiq Gasoline Chashma Service

Super Service Al Hamd

Crystal F/S Fancy Chand Super

A03

Alpha PET

A04

Noor Pet

Shaheen Service

Roshan

Standard

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Survey Details
Our survey is conducted in 24 NVROs of Karachi; we have covered several areas of the retail outlet with respect to its HSE, customer service standard and housekeeping of the particular retail outlet. The purpose and details are described below Outlet: We considered more on overall look of the outlet and its cleanliness, Further we have also focused on convenience factorwhether in IN and OUTout signs are followed in on the outlet. The main personnel responsible for outlet cleaniliness and minatainece etc. Forecourt. The survey is basically conducted in order to check the overall maintenance of forecourt area such as DU, availability of attendant in helping out customer and greet them, overall cleanness of the forecourt area. Non Fuel Retail & facilities (tyre shop/oil changing/carwash). In this area we focused on availability of facilities were suppose to check whether other facilities (such as oil changing car wash and tyre changing services are provided are not, and if provided and then whether customer are satisfied are not and whether they put that area clean. Moreover we have also considered that ATM services are provided and if provided then is it 24/7 available in outlet. Convenience Store (the shop Stop) We had checked the quality of the product and their expiry. Moreover we had also considered whether they have provided bakery stuff as well. In this area we have also checked whether they do provide lighter/matchbox etc. Washroom:

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We checked whether condition of the washroom and besides few basic thing such as towel, soap etc is available in it or not, and whether they keep washroom clean, and if they clean then how often, we also considered whether customers is allowed to use outlet washroom or not. Safety Warden: Safety warden concept is yet only introduced in on COCO Sites, in order to implement this concept on the dealers side we just wanted to check whether to have a safety warden is worthy; in our survey we asked comment of the manager regarding it. We have also checked is safety warden doing his job correctly. Customer Services: The survey which is conducted through in-depth interview in order to take feedback of customer about the services offered at PSO retail outlet and do they satisfy with the services of the PSO, We interviewd customers also asked them about about the behavior of attendant on forecourt, at services areaswith the customers do if they really greet and help them out and are they satisfy with the current services provided at PSO Petrol StationPSO retail Outlets

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DATA ANALYSIS
1) Who is mainly responsible to look after cleanliness and housekeeping every day?

20 18

19

N o 16 .
O 14 f
12

O u 10 t l 8 e t 6 s
4 4 2 0 a. Outlet Manager b. Trainee Supervisor c. Other: ______________

From the Survey of 24 Retail Outlets, Outlet manager is responsible in almost of the retail outlet, while there were only 1 outlet where they hired a trainee supervisor and in remaining 4 outlets there was dealer or owner itself managing all these issues i.e. Housekeeping and cleanliness.

As a result the dealer or owner manage is mainly responsible for the cleaning and cleanliness of the Outlet.

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2)

How frequently is the thorough cleaning of the outlet held?

14 N o 12 . 10 o f 8 O u t l e t s 6 4

13

2 2 0 a. Once a month b. Once a quarter c. Once in six months

While conducting our survey we found out almost 13 outlet use to have thorough cleaning once in a month, five once in a quarter while only two outlet use to have this practice semi-annually Due to this the outlet overall look was not up to mark. Which do not give a good impression to Customers.

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4)

How many times during the day is the outlet cleaned?

18 16 14 12 10 8 6 4 2 0 a. 17

O N u o t . l e o t f s

once

b.

twice

c.

whenever required

Daily cleaning include regular cleaning of fore court, overall outlet, car washing area, car washing area and washrooms. During our survey, 17 outlet use to clean it twice a day, while eight outlet use to have cleaning whenever it is required, rest only two outlet were there who use to clean it once in a day

Due to which their outlet and washrooms were not as clean as it should be. And therefore was not giving good impression of it.

4)

How frequently Emergency Drills are conducted at your station?

14 O 12 N u 10 o t 8 . l 6 e o t 4 f s 2 0 a. Quarterly b.

13

8 4

Semi-Annually

c.

Never

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The results that we got form our survey were , in 13 outlet it is conducted semi-annually, in 4 outlet conducted quarterly while there were only 8 outlets where they have never conducted any emergency drill.

Emergency drill should be conducted according to HSE in the Outlet, from the result it shows that there were almost no Emergency drills conducted, and in any emergency situation it will bring a negative impact. 5) What measures have been taken for security purposes during routine operations?

25 N o . o f O 20 u t 15 l e 10 t 5 s 0 a.

21

7 4

CCTV Camera

b.

Barriers

c. Posting Security Guards (Trained/UnTrained)

d.

None of them

We found out only there were 7 outlet who use CCTV camera as a security measure and security guards both for the purpose of security while majority of the outlet use only security guards. As Retail outlet are more prone to danger so Outlets should use CCTV camera and other measures as well considering the situation of the Pakistan

10) How the new attendants trained about fueling process and serving customers at retail outlet?

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16 14 O 12 u 10 t l 8 e 6 t 4 s 2 0 a. Through training Sessions b. Self-Observation learning c. Basic instructions given once

N o . o f

13

15

Mostly New Attendant learns through basic instructions and self-observation. During our entire survey we found out that the way they train attendent is not up to the mark , we found out usually outlet train their employees by giving instruction due to which we observed employees are not well trained. There should be proper training session given to them in order to be more effective.

12) Have there been any fire drills held on retail outlet?

14 12 O 10 N u o t 8 . l e 6 o t f 4 s 2 0 0 a. Once b. Twice c. Maybe d. 0 11

13

Never

According to the Survey, there are only 11 Outlets where fire drills are conducted once and others never had any fire drills. According to HSE compliance fire drills should be conducted to know the proactive method

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14) How often is the preventive maintenance of DUs done?

20 O N u 15 o t . l 10 e o t 5 f s 0 a.

19

0 In a week b.

1 In a month c.

2 In a Quarter d. Whenever DU is non-functioning

Dispensing Unit Maintenance is made monthly on once in a month in only 1 outlet , quarterly it is made in 2 outlets and in 19 outlets whenever it is required. This result shows that there is no Preventive maintenance done which could be very harmful in future.

27) Do you have 24/7 ATM and Cards (Corporate, Fleet & Loyalty) Service Available?
9 8 O u t l e t s 7 6 5 4 3 2 1 0 a. Always b. Sometimes c. On Request d. Never 6 5 6

N o . O f

According to our survey, about 8 outlets always offer card facility, 6 outlets offer it sometimes, on 5 outlet it is available on request and 6 outlets do not have this facility. During our survey we also observed that attendent over their do not even know about these services which gives wrong impression about people working there. They should be given proper

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information about the card service. Attendant should be given manual about the services that is offered so that whenever a customer asks they should know about it. . 35) How many washroom facilities are available on the outlet?
18 16 N o . o f 14 O u 12 t 10 l 8 e t 6 s 4 2 0 a. 1 for office block & 1 for outlet staff b. 1 for office block & 2 for outlet staff

17

From the survey, 17 outlets have two washrooms in an outlet and 6 outlet have 3 washroom in the outlet As a result, the mostly Outlet staff washrooms are in poor condition and gives directly attitude towards customers

38) Is it allowed for Outsiders to use the outlet washroom?

1.12.Washroom for Outsider

N o . o f 20 O u 15 t l 10 e 5 t s 0 a. 16

Yes

b.

No

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As per our survey, in 16 outlets there is separate washroom are available for outsiders whereas 7 outlets of do not allow the outsiders to use the washroom. Customers facility is very important and proper emphasis on washroom should be done

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Customer Service
43) What is the first impression while entering the outlet?

25 20 N o . o f O 20 u t 15 l e 10 t s 5 0 a. Clean, facilities & convenience b. Unkempt, no facilities & inconvenience

We took feedback from customer at different outlet, we came to know that 20 outlets are clean, convenient to the customer, while on the contrary 4 Outlets are inconvenient. As a result according to customers, PSO Outlets are clean.

44) Is there any attendant to greet the customers, guiding the vehicles at the entrance and exit and courteous to the customers?

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16 14 O 12 N u o 10 t . l 8 e 6 o t f 4 s 2 0 a. Yes b.

14

No

We were also concerned about whether the attendent available at the outlet do really greet customer as they arrive, the result that we found after taking feedback from customer , 9 Outlet customer said they do really greet them when they arrive while rest doesnt

PSO should improve their service on this, as it greeting with customers is really important 45) Is the attendant guiding the customer to check DU reading while fueling the vehicle?

12 O 10 N u 8 o t . l 6 e 4 o t f s 2 0 a. Yes b. 9

11

No

When asked about whether attendent at the retail outlet really guide them to check dispensing unit reading while fueling the vehicle 9 of the respondent said yes while 11 said NO. Training should be given to attendant so that they emphasis customer to check DU reading.

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46) How are the services at tyre service area and car washing area?

16 14 O 12 N u 10 o t . l 8 e O t f s 6 4 2 0 a.

15

Courteous & well organized

b.

Unfriendly and disoriented

We asked customer about the services such car washing and oil changing , at 15 outlets the customer were happy and said their staff is courteous and work is done in a organized manner and were loyal to them, while at 9 outlets customers were not very satisfied with the service calling them as unfriendly and and disorganized.

So PSO should improve on the Service at car washing and oil changing area otherwise this is effect the brand loyalty.

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Observation
Are Lubricants available on Lube racks on the pump island?

Chart Title
12 10 8 6 4 2 0 a. Yes b. No c. No racks present on pump island Series1

no of outlet

Axis Title

In this portion we observed whether lubricant are available on lube rack on the pump island or not. We found out that out of 24 outlet there were only 11 outlet where we found lubricant on the lube rack while 8 were those where there were rack but no lubricant besides rest 6 were those where there were no racks present Availability of lubricant on the lube rack can help increase sell of lubricants as it will be in sight of customer and can remind customer that they need to change oil. It should be placed in a way that it will be visible to customer. The reason why these outlet do not had lubricants on the lube rack is just was the lack of management control.

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Do you wear SEAT BELT while driving?

14

no of outlet

12 10 8 6 4 2 0 a. Sometimes b. Rarely c. Never Axis Title

Considering safety precautions in mind we observed customers arriving are passing from the road use seat belt are not besides we also asked them about whether they wear seat belt while driving. Majority respondent do not wear seat belt , which is actually not right. The reason why customer do not wear seat belt its just they are not aware of the harmful effects of it.

Chart Title
b. No 40%

a.

Yes 60%

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In this question we interviewed customers about whether they use cellphone while driving, majority respondent which is around 60% said yes while only 40% said no The reason is again same they are not aware of the harmful effect of doing this.

Have you taken CNG cylinder for inspection?

a. Yes b. No

42% 58%

According to the OGRA , one is suppose to do inspection of CNG cylinder in every five year we asked customer regarding whether to follow this regulation Out of the responses we came to know that 58% of the respondent do inspection while rest 42% either were not aware of it or , they do not want to do it because of the cost associated with it and time it take. Customer feel inconvenience doing all this therefore they avoid doing inspection of the CNG cylinder

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How are the services at the car washing area?

a. Economical b. Inconvenient c. Costly

15%

25%

60%

In order to observe whether the prices at the car washing area is economical to customer we asked about the prices From the response we got to know that majority almost 60% of the outlets charge economical prices while 15% of the outlet are costly , although rest 25% of the outlets car washing services was inconvenient to customer. The reason why it is inconvienient is the location or space available is not adequate.

How often the staff wears proper uniform including shoes at Car Wash, Oil change, Tyre change Area and forecourt Area?
a. Yes b. No

27%

73%

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Proper uniform and shoes are the, for the safety purpose as well as , for giving a good impression to customers as well. From our observation, we realized almost 73% of the attendant in car washing area , tyre changing were not well dressed, some of them were not even wearing uniform , and rest had uniform but no shoes. Which is major concern as it gives positive impression to your customer if you are dressed up well Only attendant in forcourt area were dressed up appropriately.

1.23. Visibility of Signs

a. Yes b. No

41% 59%

Visibility of signs such as in and out signs , emergency shutdown ,warning signs etc, is essential in order to guide customer in a daily course and in emergency circumstances , During our entire research we found out that 59% of the outlet of PSO had their sign visible and properly displayed while 41% outlets do not had proper sign visibility The reason was because they do not felt it important to keep sign visible.

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1.24. Availability of First-Aid Box

a. Yes b. No

25%

75%

First aid box should be kept in the retail outlet as they are prone to certain injury and emergency , During our survey we observed that 75% of the outlet does had first aid box while rest 25% of the outlet do not had. The rest why it was so, because they do not thing its important are just lethargic to get these things done.

Check the Fire Extinguishers Expiry validity & Pressure?

a. Mostly with Validity & proper pressure b. Few with validity & proper pressure

38% 62%

We do checked their fire extinguisher expiry and their pressure indicator , and we came to the conclusion that almost 62% of outlet had proper pressure not expired fire extinguisher , 38% of the outlet either had expire or with no proper pressure fire extinguisher. 27 | P a g e

If there were safety warden available at the dealers site then this thing would never had happen at dealers site as well.

What are the supplies available in washrooms?

a. Soap b. Towel 21% 0% 79% c. Nothing

This was the common problem that we observed during our entire survey . Washroom were not fully equipped and was neither clean as per standard. office block washroom was somehow better as supplies like soap was there but there were no tap water available

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Conclusion:
After analyzing the data gathered from different outlet through in depth interview we came to the conclusion that out of the all of the outlet that we visited both Dealers and COCO sites we found some of the sites were well maintained such as COCO sites while others Dealers were not fully maintained as it should be, some of the things that we observed are the following. Overall outlets were giving a good impression, but staff had limited knowledge regarding HSE issues and this requires training. Employees were not properly dressed and was not giving an impression of wearing neat and clean uniform, or wearing shoes etc especially the attendant at car wash and oil changing area were not in a presentable foam. In some outlet we observed there was no emergency shutdown button and not really

had security measure installed well and even dealers or manager over there were not aware of this emergency button. Moreover there was no SHOP STOP facility and other services such as Tyre and oil changing etc. it is a serious concern for PSO. We also observed customers using cell phone while fueling and attendant are least concern about it. Other than that attendant do not hold nozzels while fueling which can be harmful both to the customer and to the outlet.

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Recommendation

Adequate lighting over canopies. There should be a efficient service by staff. There should be a visible of lube rack. Staff should strictly follow the wow service. There should be proper training channel for newly hired attendance. Attendants should wear neat and clean uniforms. Proper spreading of symbols like washroom IN & OUT sign, office block, shutdown button etc. Staff at retail outlets should encourage customers to wear seat belts while driving. The verification of each liter in the DU, should be checked for the legal record. Provide trainings and proper accountability to the staff as well for further learning and implementation of rules and laws to maintain a long term legislature and profitability. Equipments such as towels, soaps, water and, synergize should be available in washrooms at all retail outlets to represent a good image. PSO needs to inspect the fuel quantity issue (customer feedback about quantity) on regular basis; the supply of fuel should be well defined for all retail outlets. Fire drill should be conducted thrice in a year in order to avoid inconvenience at the time of emergency. Only Outlet Manager should not be responsible for all the stuff, there should be a person who should be responsible for housekeeping and cleanliness in order to make things done properly Keeping in view current situation of country, CCTV camera should be installed along with the guards in the outlet for the purpose of security. The campaign should be conducted in order to create awareness about the harmful effects of using cell phone at the forecourt as well.

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 After

observing usefulness of safety warden at COCO plants , it is recommended if

safety warden should be allotted at dealers site also in order to manage safety issues properly. PSO PSO should notice dealers regarding salaries and compensation of attendent

working there in order to motivate them to build better relationship with customer. Should provide a manual as well as training regarding card service to their

retail staff in order to help customers avail fuel products easily and systematically. A brief introduction should be given to customers regarding fleet, corporate and commercial cards.

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APPENDIX: Outlet Name: _____________ Area: ____________ Date: ______________ Outlet

1) Who is mainly responsible to look after cleanliness and housekeeping every day? a. Outlet Manager b. Trainee Supervisor c. Other: ______________ Remark: ___________________________________________________________

2) Is there any practice of keeping a particular day aside only for thorough cleaning of outlet? a. Yes b. No Remark: ___________________________________________________________

If answer to Q2 is yes, then fill Q3

3) How frequently is the thorough cleaning of the outlet held? a. Once a month b. Once a quarter c. Once in six months Remark: ___________________________________________________________

4) How many times during the day is the outlet cleaned? a. once b. twice c. whenever required Remark: ___________________________________________________________

5) How frequently Emergency Drills are conducted at your station? a. Quarterly b. Semi-Annually c. Never 32 | P a g e

6) Are the IN And OUT Signs being followed at the Outlet? a. Yes b. No c. Never

7) Is there enough space for the customer to park their vehicle to avail the facility like (Shop Stop)? a. Yes b. No Remarks:______________________________________________________

If No to Q7, then what steps do you take to avoid inconvenience? Remarks: ______________________________________________________________

8) Does customer face any inconvenience during the decanting process? a. Usually b. Rarely c. Never d. If Yes to Q8, then what steps do you take to avoid inconvenience? Remarks: ______________________________________________________________

9) What measures have been taken for security purposes during routine operations? a. CCTV Camera b. Barriers c. Posting Security Guards (Trained/Un-Trained) d. None of them 10) How the new attendants trained about fueling process and serving customers at retail outlet? a. Through training Sessions b. Self-Observation learning c. Basic instructions given once d. No existing process 33 | P a g e

11) Are there any existing plans to handle any emergency situations at the retail outlet? a. Yes b. No c. Maybe 12) Have there been any fire drills held on retail outlet? a. Once b. Twice c. Maybe d. Never 13) Is there availability of Portable Water facility at the Retail outlet? a. Yes b. No Reason: _____________________________________________

Forecourt
14) How often is the preventive maintenance of DUs done? a. In a week b. In a month c. In a Quarter d. Whenever DU is non-functioning e. If no, then Remarks:____________________________________________________ 15) Is there an availability of the attendant to control vehicle movement? a. During peak hours b. 12 hours c. Both a & b d. If not, Reason __________________________________________________________ 16) How often do you remind customers to follow the Warning signs (No- smoking, Switch off engine & Switch off mobile)? a. Always b. Sometimes c. Never, Reason ___________________________________________________________ 34 | P a g e

17) If Customer Violates, then what steps do you take ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ 18) Is there always an availability of attendant to clean the wind screen of automobile? a. On Request b. Always c. Some Vehicle d. Never, Reason ___________________________________________________________ 19) How the forecourt area is kept clean? a. Sweeping with broom b. Mopping with a wet cloth c. Scrubbing with a brush d. other_______ Remark: ___________________________________________________________

20) How many times during the day the forecourt area is cleaned? a. Once b. Twice c. Whenever required Remark: ___________________________________________________________

Non Fuel Retail & Facilities (Tyre / oil changing / car washing)
21) How the tyre service area is kept clean? a. Sweeping with broom b. Mopping with a wet cloth c. other_______ Remark: ___________________________________________________________

22) How many times during the day the tyre service area is cleaned? a. once b. twice 35 | P a g e

c. Whenever required Remark: ___________________________________________________________

23) How the oil changing area is kept clean? a. Sweeping with broom b. Mopping with a wet cloth c. other_______ Remark: ___________________________________________________________

24) What are the methods used for discarding the used oil from vehicles? a. Into sewerage line b. Collected somewhere & sold c. other_______ Remark: ___________________________________________________________

25) How the car washing area is kept clean? How is it cleaned? a. Sweeping with broom b. Mopping with a wet cloth c. washing______ Remark: ___________________________________________________________ 26) How many times the car washing area is cleaned in a day? Frequency? a. once b. twice c. whenever required Remark: ___________________________________________________________ 27) Do you have 24/7 ATM and Cards (Corporate, Fleet & Loyalty) Service Available? a. Always b. Sometimes c. On Request d. Never 28) Does the maintenance staff check Auto-lift checklist regularly? a. Dont know b. Sometimes c. Never

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Convenience stores
29) How the convenience store area is kept clean? a. Sweeping with broom b. Mopping with a wet cloth c. other_______ Remark: ___________________________________________________________

30) What types of products are mostly available in convenience store? a. Confectionery items / b. bakery items c. other_______ Remark: ___________________________________________________________

31) Are the branded bakery items available in convenience store? a. Yes b. No c. other_______ Remark: ___________________________________________________________

32) Are match box/lighter available in convenience stores? a. Yes b. No c. other_______ Remark: ___________________________________________________________

33) Are Vehicle accessories available in Shop Stop? a. Yes, such as ________________________________________________________ b. No, Reason: ________________________________________________________ 34) Are those products available at your Shop Stop which your competitors dont have? a. If Yes then for example __________ b. No 37 | P a g e

Washrooms
35) How many washroom facilities are available on the outlet? a. 1 for office block & 1 for outlet staff b. 1 for office block & 2 for outlet staff c. other_______ Remark: ___________________________________________________________

36) What are the methods used to keep the washroom clean? a. Sweeping with broom b. Mopping with a wet cloth c. Scrubbing Walls & floor with brush d. other_______ Remark: ___________________________________________________________

37) How many times during the day washroom is cleaned? a. once b. twice c. whenever required Remark: ___________________________________________________________ 38) Is it allowed for Outsiders to use the outlet washroom? a. Yes b. No c. may be Remark: ___________________________________________________________

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Outlet Name: _____________ Area: ____________ Date: ______________ Safety Warden

39) Do you have safety warden at your outlet? a. Yes b. No 40) Does he have a proper checklist? a. Yes b. No 41) How often he conducts the inspection? a. Everyday b. Once in a week c. Twice in a day 42) How effective is Safety Warden in your Outlet? Manager Feedback Remarks: _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________

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Outlet Name: _____________ Area: ____________ Date: ______________ Customer Services No. of Customers: ____
44) What is the first impression while entering the outlet? a. Clean, facilities & convenience b. Unkempt, no facilities & inconvenience c. other _____ _____ Remark: ___________________________________________________________

45) Is there any attendant to greet the customers, guiding the vehicles at the entrance and exit and courteous to the customers? a. Yes b. No Remark: _______________ _________ ___________________________________

46) Is the attendant guiding the customer to check DU reading while fueling the vehicle? a. Yes b. No c. other ______ ____ Remark: ____________________________________________ 47) How are the services at tyre service area? a. Courteous & well organized b. Unfriendly and disoriented c. Others _______ Remark: ________________________________________________________ 48) How are the services at the oil changing area? a. Convenient and efficient b. Inconvenient and inefficient c. Other _________ ______________

_ ____

Remark: ____________________________________________________

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49) Do you wear SEAT BELT while driving? a. Sometimes b. Rarely c. Never 50) Do you Use Cell Phone While Driving? a. Yes b. No c. When Necessary 51) Have you taken CNG cylinder for inspection? a. Yes b. No Remarks:________________________________________________

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Outlet Name: _____________ Area: ____________ Date:______________ Observation

52) Are Lubricants available on Lube racks on the pump island? a. Yes b. No c. No racks present on pump island Remarks: ___________________________________________________________ 53) How are the services at the car washing area? a. Economical b. Inconvenient c. Costly Remarks: ________________________________________________________ 54) How often the staff wears proper uniform including shoes at Car Wash, Oil change, Tyre change Area and forecourt Area? a. Yes b. No Remarks: ______________________________________________________________ 55) All signs displayed properly of DB, Washroom, Office Block, Emergency Shut-Off? a. Yes b. No 56) Do you have first aid box at Outlet? a. Yes b. No Remarks: _____________________________________________________________ 57) Do you ensure before re-fueling whether engine have been switched off? a. Strictly b. Sometimes c. Never 58) How often do you check the expiry of products at your shop stop? a. Yes b. No

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59) Check the Fire Extinguishers Expiry validity & Pressure? a. Mostly with Validity & proper pressure b. Few with validity & proper pressure Remarks: _____________________________________________________________ 60) What are the supplies available in washrooms? a. Soap b. Towel c. Nothing Remarks: ___________________________________________________________

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