沈阳皇姑店Shenyang Huanggu Report0707

部门名称
地区排名
本期得分上期得分得分变化地区平均分全国平均分
Department
Regional Rank
This Period Last Period Improved?
Regional Average National Average 食品区域得分 Food Section Score
495.590.0 5.595.195.1熟食Cooked-food 394.094.00.089.389.6鲜肉区Fresh Meat 1100.088.211.898.896.9水产区Seafood
790.587.8 2.791.693.5蔬菜瓜果Vegetable & Fruit 1093.290.9 2.398.096.5面包糕点Bakery 1100.091.78.398.298.8冷冻冷藏 Frozen Food
1
100.0
85.7
14.3
98.6
99.5
各部门得分 Score By Area :
被访店代码 Store ID:21
2007年7月乐购“神秘顾客”分店考核报告
Tesco Mystery Shopper Store Manager Report 2007 July
被访店名称Store Name:沈阳皇姑店Shenyang Huanggu
96.8
95.9
92.3
93.2
96.4
92.3
95.5
89.1
93.7
97.3
90.0
95.5
30
40 50
60 70 80 90 100
0608
0609
0610
0611
0612
0701
0702
0703
0704
0705
0706
0707
食品部门得分趋势Food Trading Score by Period
食品部门得分Overall Food Trading Score :全国排名National Ranking ：全国最高得分National Top Score ：地区排名Regional Ranking ：地区最高得分Regional Top Score ：22 out of 47
99.5(吉林新东店Jilin Xindong )4 out of 10
99.5(吉林新东店Jilin Xindong )
95.5
访店时间1. 1st Visiting Time
访店时间2. 2nd Visiting Time
2007-7-12 14:00 pm
2007-7-22 11:50 am
店IDStore ID:21
店名Store Name:沈阳皇姑店Shenyang Huanggu 熟食区域 Cooked-Food
100%
92.0
96.0
94.0
94.0
设有卖熟食区域 (Delicatessen area available)
no scoring
Y Y 熟食区域整洁干净 (Delicatessen area clean and tidy)2Y 2.0Y 2.0指定熟食有存货(Stock of the assigned cooked-food)
2Y 2.0Y 2.0指定产品质量不错以至于顾客愿意购买(Quality good enough to buy)2Y 2.0Y 2.0熟食柜台有工作人员在场（Staff available when arrived ）2Y 2.0Y 2.0顾客等待服务的时间(Time waited to be served)
2少于1分钟
2.0
少于1分钟
2.0
等待的原因是：(Reasons of waiting)
no scoring
//工作人员带有口罩(Staff have their masks on)
2Y 2.0Y 2.0工作人员佩戴的口罩干净(Mask looks clean)
2
Y
2.0Y
2.0工作人员双手直接接触产品(Staff touch the food without any protections)
2N 2.0N 2.0
工作人员给与顾客的提问以满意的答复(Given a satisfactory answer to customer's question)
no scoring Y Y
工作人员询问顾客所购产品是否合适(Ask customer if the product is ok)
1N 0.0Y 1.0
工作人员向顾客询问是否需要其他商品(Ask if customer need anything else)
1N 0.0N 0.0工作人员看着顾客讲话(Staff make eye contact with customer)1Y 1.0Y 1.0工作人员的衣着整洁干净(Clothing of staff are clean and tidy)2
Y
2.0
Y
2.0
因为货物堆积或手推车而无法正常通过卖场内部的通道 (Congestions due to misplaces goods and trolleys)
2N 2.0N 2.0
因为员工补货而无法正常通过卖场内部的通道 (Congestions due to staff are filling the shelves)
2N 2.0N 2.0
可得分(score availabe)第二次得分(2nd score achieved)
具体得分 Question in Details:
神秘顾客报告 Mystery Shopper Report 2007 July
食品部分 Food Trading 2007 July
第一次评价(1st visit answer)第一次得分(1st score achieved )第二次评价(2nd visit answer)上期得分(Last Period Score)本期得分
(This Period Score)
鲜肉区域得分（Fresh Meat)100%100.0100.0100.088.2
设有鲜肉柜台( Fresh Meat are
available)
no scoring Y Y
鲜肉区域整洁干净(Meat Coutner
look clean)
2Y 2.0Y 2.0
指定鲜肉有存货(Stock of the
assigned fresh meat)
2Y 2.0Y 2.0
指定鲜肉质量不错以至于顾客愿意
购买(Meat quality good enough to
buy)
2Y 2.0Y 2.0
有服务人员在场（Staff Is
Available When Arrived)
2Y 2.0Y 2.0
顾客等待服务的时间(Time waited
to be served)
2少于1分钟 2.0少于1分钟 2.0
等待的原因是：(Reasons of
waiting)
no scoring//
工作人员是否给与满意的答复(Staff
gives a satisfactory answer)
no scoring Y Y
工作人员看着顾客讲话(Staff make
eye contact with customer)
1Y 1.0Y 1.0
工作人员的衣着整洁干净(Clothing
of staff are clean and tidy)
2Y 2.0Y 2.0
因为货物堆积或手推车而无法正常
通过卖场内部的通道 (Congestions
due to misplaces goods and
trolleys)
2N 2.0N 2.0
因为员工补货而无法正常通过卖场
内部的通道 (Congestions due to
staff are filling the shelves)
2N 2.0N 2.0
水产品区域得分 Seafood Area
Score
100%81.0100.090.587.8设有水产品区域(Seafood area
availability)
no scoring Y Y
水产品区域整洁干净(Seafood area
clean and tidy)
2Y 2.0Y 2.0
非活类水产品整齐摆放在冰块上
(Processed seafood well presented
on a bed of ice)
2Y 2.0Y 2.0
有活鱼出售(Fresh fish available)no scoring Y Y
顾客可以自己动手挑选活鱼
(Customer could pick up fresh fish)
1Y 1.0Y 1.0
不能打捞的原因(Reasons for not
able to pick up on own)
no scoring//
容器方便顾客打捞(Fresh
containers are located conveniently
for customers)
1Y 1.0Y 1.0
指定水产有存货(Stock of the
assigned seafood)
2Y 2.0Y 2.0
指定产品质量不错以至于顾客愿意
购买(Quality good enough to buy)
2Y 2.0Y 2.0
该区域有工作人员在场(Staff
available when arrived)
2N0.0Y 2.0
工作人员为顾客打捞产品的等待时
间(Time waited to be served)
23分钟以上0.0少于1分钟 2.0
请问您等待的原因是：(Reasons which kept you waited)no scoring
工作人员当时
不在场
/
工作人员主动向顾客微笑(Staff
smile to cusotmer)
1Y 1.0Y 1.0工作人员看着顾客讲话(Staff make
eye contact with customer)
1Y 1.0Y 1.0为顾客提供活鱼加工的服务
(Provide processing service on
fresh fish)
1Y 1.0Y 1.0
因为货物堆积或手推车而无法正常
通过卖场内部的通道 (Congestions
due to misplaces goods and
trolleys)
2N 2.0N 2.0
因为员工补货而无法正常通过卖场
内部的通道 (Congestions due to
staff are filling the shelves)
2N 2.0N 2.0
蔬菜瓜果区域得分 Vegetable
& Fruits Score
100%86.4100.093.290.9设有蔬菜瓜果区域(Fresh vegetable
& fruit available)
no scoring Y Y
蔬菜瓜果区域看上去整洁干净
(Vegetable & fruits department
looks clean and tidy)
2Y 2.0Y 2.0
指定蔬菜有存货(Stock of the
assigned vegetable)
2Y 2.0Y 2.0
指定蔬菜质量不错以至于顾客愿意
购买(Quality good enough to buy)
2Y 2.0Y 2.0
指定水果有存货(Stock of the
assigned fruit)
2Y 2.0Y 2.0
指定水果质量不错以至于顾客愿意
购买(Quality good enough to buy)
2Y 2.0Y 2.0
顾客能够找到放置蔬菜瓜果的塑料
袋(Plastic bags availabe on bag
dispensers)
2Y 2.0Y 2.0
有工作人员在秤重处（Staff
available when arrived weighting
station）
2Y 2.0Y 2.0
等待称重的时间(Time waited
before served)
21－3分钟 1.0少于1分钟 2.0
等待的原因是：(Reasons which kept you waited)no scoring
工作人员正在
服务其他的顾
客
/
工作人员熟悉产品的单价(Staff was
familiar with the product price)
2Y 2.0Y 2.0
因为货物堆积或手推车而无法正常
通过卖场内部的通道 (Congestions
due to misplaces goods and
trolleys)
2N 2.0N 2.0
因为员工补货而无法正常通过卖场
内部的通道 (Congestions due to
staff are filling the shelves)
2Y0.0N 2.0
面包糕点区域得分 Bread &
Chinese Bakery Score
100%100.0100.0100.091.7设有面包糕点区域(Bread and cake
area availabile)
no scoring Y Y
面包及糕点的货架及周围区域整洁
干净(Bread and cake area clean
and tidy)
2Y 2.0Y 2.0
指定面包有存货(Stock of the
assigned bread)
2Y 2.0Y 2.0
指定面包质量不错以至于顾客愿意
购买(Bread quality good enough to
buy)
2Y 2.0Y 2.0
三种任意检查的产品都在保质期限(
Three products were within
expiration date)
2Y 2.0Y 2.0
不在保质期限内的产品 (Products
sold after expiration date)
no scoring
a.//
b.//
c.//
因为货物堆积或手推车而无法正常
通过卖场内部的通道 (Congestions
due to misplaces goods and
trolleys)
2N 2.0N 2.0
因为员工补货而无法正常通过卖场
内部的通道 (Congestions due to
staff are filling the shelves)
2N 2.0N 2.0
冷冻/冷藏保鲜区域得分
100%100.0100.0100.085.7 Frozen & Chilled Products
Score
设有冷冻柜区域(Frozen food area
no scoring Y Y
available)
冷冻柜区域整洁干净(Frozen
2Y 2.0Y 2.0
cabinets look clean and tidy)
冷冻柜内的产品摆放整齐有序
(Frozen products displayed well in
2Y 2.0Y 2.0
the freezers)
设有冷藏保鲜柜区域(Chilled
no scoring Y Y
products area available)
冷藏区域整洁干净（Chilled
2Y 2.0Y 2.0
cabinets look clean)
冷藏保鲜柜内的产品摆放整齐有序
(Products displayed well in the
2Y 2.0Y 2.0
chilled cabinets)
三种任意检查的产品都在保质期限(
2Y 2.0Y 2.0
Three products were within
expiration date)
不在保质期限内的产品品种
no scoring
(Products sold after expiration
date)
a.//
b.//
c.//
因为货物堆积或手推车而无法正常
通过卖场内部的通道 (Congestions
2N 2.0N 2.0
due to misplaces goods and
trolleys)
因为员工补货而无法正常通过卖场
2N 2.0N 2.0
内部的通道 (Congestions due to
staff are filling the shelves)
部门名称
地区排名本期得分上期得分
得分变化地区平均分全国平均分
Department
Regional
Rank
This Period
Last Period Improved?
Region Average Nation Average 杂货区域得分 Grocery
Section Score
795.891.7 4.297.997.1日用清洁美容品得分 Daily
Cleansing Products Score
1100.0100.00.0100.099.4零食/饮料区域得分
Snack/Drinks Score
7
92.9
85.7
7.1
96.4
95.4
Tesco Mystery Shopper Store Manager Report 2007 July
被访店名称Store Name:沈阳皇姑店Shenyang Huanggu
被访店代码 Store ID:21
2007年7月乐购“神秘顾客”分店考核报告
各部门得分 Score By Area:
91.7
100.0
100.0
95.8 95.8
91.7
91.7
100.0
100.0 100.0
91.7
95.8
30
40
50 60
70 80
90 100
0608
0609
0610
0611
0612
0701
0702
0703
0704
0705
0706
0707
杂货部门得分趋势Grocery Trading Score by Period
访店时间1. 1st Visiting Time
访店时间2. 2nd Visiting Time
2007-7-12 14:00 pm
2007-7-22 11:50 am
杂货部门得分Overall Grocery Trading Score:全国排名National Ranking ：全国最高得分National Top Score ：
地区排名Regional Ranking ：
30 out of 47
100.0(上海长宁店Shanghai Changning 等29家店)7 out of 10100.0(大连西岗店Dalian Xigang 等6家店)
95.8
店IDStore ID:21
店名Store Name:沈阳皇姑店Shenyang Huanggu
日用家用清洁商品/个人清洁
美容商品得分 Daily
cleansing
products/Cosmetics Score
100%100.0100.0100.0100.0
货架上陈列商品整齐(Products
display in order)
2Y 2.0Y 2.0
货架上的商品和货架标签相一致
(Product category label matching
with the actual products)
2Y 2.0Y 2.0
请详细记录错误摆放的产品及货
架名称：(Misplaced products)
no scoring
a.//
b.//
c.//
货架上都标有价格标签，并且价
格清晰可见(Able to see product
price label clearly)
2Y 2.0Y 2.0
没有价格标签的产品 (Products
without price label)
no scoring
a.//
b.//
c.//
因为货物堆积或手推车而无法正
常通过卖场内部的通道
(Congestions due to misplaces
goods and trolleys)
2N 2.0N 2.0
因为员工补货而无法正常通过卖
场内部的通道 (Congestions due to staff are filling the shelves)2N 2.0N 2.0
非食品部门 Non-Food Trading 2007 July
上期得分
(Last
Period
Score)
第二次评价
(2nd visit
answer)
第二次得分
(2nd score
achieved)
本期得分
(This
Period
Score)
具体得分 Question in
Details:
可得分
(score
availabe)
第一次评价
(1st visit
answer)
第一次得分
(1st score
achieved )
神秘顾客报告 Mystery Shopper Report 2007 July
零食/饮料区域得分
100%85.7100.092.985.7 Snack/Drinks Score
零食饮料区域陈列整齐(Packed
2Y 2.0Y 2.0
food and drinks displayed well)
货架上的商品和货架标签相一致
(Product category label matching
2Y 2.0Y 2.0
with the actual product)
错误摆放的产品及货架名称：
no scoring
(Misplaced products)
a.//
b.//
c.//
货架上都标有价格标签，并且价
格清晰可见(Able to see product
2Y 2.0Y 2.0
price label clearly)
没有价格标签的产品 (Products
no scoring
without price label)
a.//
b.//
c.//
指定零食存货充足(Enough stock
2Y 2.0Y 2.0
of the assigned packed food)
指定饮料存货充足(Enough stock
2Y 2.0Y 2.0
of the assigned drink)
因为货物堆积或手推车而无法正
常通过卖场内部的通道
2N 2.0N 2.0
(Congestions due to misplaces
goods and trolleys)
因为员工补货而无法正常通过卖
场内部的通道 (Congestions due
2Y0.0N 2.0
to staff are filling the shelves)
部门名称
地区排名
本期得分
上期得分
得分变化地区平均分全国平均分
Department
Regional Rank
This Period Last Period Improved?
Region Average Nation Average 服饰区域得分 Clothing &
Accessories Score
3
95.8
95.8
0.0
86.5
88.8
店IDStore ID:21
店名Store Name:沈阳皇姑店Shenyang Huanggu 服饰区域得分 Clothing &Accessories Score
100%
100.0
91.7
95.8
95.8
设有开架式服饰区域(Clothing &accessories available)
no scoring
Y Y 服饰区域的货架整体看上去整洁干净(Clothing & accessories area look clean and tidy)2Y 2.0Y 2.0找到工作人员地等待时间（Time took to find a staff )2少于1分钟
2.01－3分钟
1.0工作人员主动向顾客微笑(Staff smile to customer)
1
Y
1.0
Y
1.0
工作人员看着顾客讲话(Staff make eye contact with customer)
1Y 1.0Y 1.0
工作人员主动为顾客找出相应产品(Staff company customer to locate product)
2Y 2.0Y 2.0
因为货物堆积或手推车而无法正常通过卖场内部的通道
(Congestions due to misplaces goods and trolleys)
2N 2.0N 2.0
因为员工补货而无法正常通过卖场内部的通道 (Congestions due to staff are filling the shelves)
2N 2.0N 2.0
非食品部门 Non-Food Trading 2007 July
Tesco Mystery Shopper Store Manager Report 2007 July
上期得分(Last Period Score)第二次评价(2nd visit answer)第二次得分(2nd score achieved)
本期得分
(This Period Score)具体得分 Question in
Details:可得分(score availabe)第一次评价(1st visit answer)第一次得分(1st score achieved ) 被访店名称Store Name:沈阳皇姑店Shenyang Huanggu
被访店代码 Store ID:21
2007年7月乐购“神秘顾客”分店考核报告
神秘顾客报告 Mystery Shopper Report 2007 July
各部门得分 Score By Area:
91.7
79.2
87.5 87.5
100.0
100.0
91.7
79.2
79.2
100.0
95.8 95.8
30
40
50 60 70 80 90
100 0608
0609
0610
0611
0612
0701
0702
0703
0704
0705
0706
0707
服饰部门得分趋势Clothing Trading Score by Period
访店时间1. 1st Visiting Time
访店时间2. 2nd Visiting Time
2007-7-12 14:00 pm
2007-7-22 11:50 am
服饰得分Overall Clothing Trading Score:
全国排名National Ranking ：
全国最高得分National Top Score ：
地区排名Regional Ranking ：
地区最高得分Regional Top Score ：
9 out of 47100.0(上海长宁店Shanghai Changning 等8家店)3 out of 10100.0(大连友好店Dalian Youhao 等2家店)
95.8
部门名称
地区排名本期得分上期得分
得分变化地区平均分全国平均分
Department
Regional
Rank
This Period
Last
Period Improved?
Regional Average National Average 购物环境 Store Environment
795.296.4-1.295.496.8停车场 Parking Space 1100.0100.00.086.192.9店内设施 Store Facility 595.092.5 2.593.796.3卫生情况 Store Sanitation 1100.0100.00.099.499.5卫生间 Restroom
8
66.7
100.0
-33.3
90.0
88.4
2007年7月乐购“神秘顾客”分店考核报告
Tesco Mystery Shopper Store Manager Report 2007 July
各部分得分 Score By Area :
被访店名称Store Name:沈阳皇姑店Shenyang Huanggu
被访店代码 Store ID:21
97.6
100.0
95.2
92.9
88.1
92.9
95.2
92.9
95.2
100.0
96.4
95.2
30
40 50
60 70
80 90
100 060806090610061106120701070207030704070507060707
购物环境得分趋势Store Environment Score by Period
购物环境得分Store Environment Score :
全国排名National Ranking ：
全国最高得分National Top Score ：
地区排名Regional Ranking ：
35 out of 47100.0(上海莘庄店Shanghai Xinzhuang 等11家店)7 out of 10100.0(大连友好店Dalian Youhao 等3家店)
95.2
访店时间1. 1st Visiting Time
访店时间2. 2nd Visiting Time
2007-7-12 14:00 pm
2007-7-22 11:50 am
店IDStore ID:21
店名Store Name:沈阳皇姑店Shenyang Huanggu
停车场 Parking100%100.0100.0100.0100.0
设有停车场 (Parking space is
available )
no scoring Y Y
有人员协助顾客停放车辆(Parking
assistant is avaialbe)
1Y 1.0Y 1.0
停车区域整齐有序(Parking space
looks organized and in-order)
2Y 2.0Y 2.0
店内设施（Store Facility)100%90.0100.095.092.5寄包柜完好无破损（Customer locker
look no-broken in appearance）
1Y 1.0Y 1.0
寄包柜工作正常(Customer locker
function well)
1Y 1.0Y 1.0
寄包柜上有使用说明(Usage
Instructions on cabinets )
1Y 1.0Y 1.0
能够轻松的进入购物区域(Enter the
store without any obstacles)
2Y 2.0Y 2.0
不能轻松进入购物区域的原因
(Reasons of obastacles)
no scoring//
在商场进口处，能够找到小型的购物
篮( Shopping baskets are available at
the entrance )
2Y 2.0Y 2.0
购物篮足够干净并且内无杂物
(Baskets clean and no leftovers
inside)
2Y 2.0Y 2.0
在楼层转接处，能够找到购物篮
(Baskets are available at the
connecting areas)
2Y 2.0Y 2.0
在进口处能够找到购物推车(Shopping
trolleys are available at the entrace )
2Y 2.0Y 2.0
购物推车看上去干净并且车内无杂物
(Trolleys clean and no leftovers )
2Y 2.0Y 2.0
购物推车的轮子足够灵活( Wheels of
trolleys function well)
2N0.0Y 2.0
店内温度适宜 (The temperature is
appropriate)
1正合适 1.0正合适 1.0
卖场内部的扶手电梯运行正常
（Customer travelator function well）
1Y 1.0Y 1.0
电梯扶手上干净并且没有杂物
(Customer travelator clean and tidy)
1Y 1.0Y 1.0
该店的繁忙程度为：(Busy-level of the store)no scoring不是很繁忙不是很繁忙
具体得分 Question in Details:
可得分
(score
availabe)
第一次评价
(1st visit
answer)
第一次得分
(1st score
achieved )
第二次评价
(2nd visit
answer)
第二次得分
(2nd score
achieved)
本期得分
(This
Period
Score)
上期得分
(Last
Period
Score)
神秘顾客报告 Mystery Shopper Report 2007 July 购物环境得分 Store Ambient 2007 July
卫生情况(Sanitation)100%100.0100.0100.0100.0熟食区域整洁干净 (Delicatessen area
2Y 2.0Y 2.0
clean and tidy)
水产品区域整洁干净(Seafood area
2Y 2.0Y 2.0
clean and tidy)
蔬菜瓜果区域看上去整洁干净
(Vegetable & fruits department looks
2Y 2.0Y 2.0
clean and tidy)
面包及糕点的货架及周围区域整洁干
净(Bread and cake area clean and
2Y 2.0Y 2.0
tidy)
冷冻柜区域整洁干净(Frozen cabinets
2Y 2.0Y 2.0
look clean and tidy)
冷藏保鲜柜区域整洁干净(Chilled
2Y 2.0Y 2.0
cabinets look clean and tidy)
服饰区域的货架整体看上去整洁干净
(Clothing & accessories area look
2Y 2.0Y 2.0
clean and tidy)
肉类食品区域整体整洁干净(Meat area
2Y 2.0Y 2.0
clean and tidy)
卫生间（Restroom)100%100.033.366.7100.0
卫生间整洁干净 (Restroom clean and
1Y 1.0N0.0
tidy)
卫生间内提供卫生纸 (Toilet tissues
1Y 1.0Y 1.0
are available in the restrooms)
卫生间内无异味 (No smells in the
1Y,无异味 1.0N,有异味0.0
restroom)
部门名称
地区排名
本期得分上期得分得分变化地区平均分全国平均分
Department
Regional Rank
This Period Last Period Improved?Regional Average National Average 停车场 Parking Space
1
100.0
100.0
0.0
86.1
92.9
店IDStore ID:21
店名Store Name:沈阳皇姑店Shenyang Huanggu 停车场 Parking
100%
100.0
100.0
100.0
100.0
设有停车场 (Parking space is available )
no scoring
Y Y 有人员协助顾客停放车辆
(Parking assistant is avaialbe)1
Y
1.0
Y
1.0
停车区域整齐有序(Parking space looks organized and in-order)
2Y 2.0Y 2.0
2007年7月乐购“神秘顾客”分店考核报告
Tesco Mystery Shopper Store Manager Report 2007 July
各部分得分 Score By Area :
神秘顾客报告 Mystery Shopper Report 2007 July
被访店名称Store Name:沈阳皇姑店Shenyang Huanggu
被访店代码 Store ID:21
停车场得分 Store Parking 2007 July
上期得分(Last Period Score)具体得分 Question in
Details:可得分(score availabe)第一次评价(1st visit answer)第一次得分(1st score achieved )第二次评价(2nd visit answer)第二次得分(2nd score achieved)
本期得分
(This Period Score)停车场得分Store Parking Score :
全国排名National Ranking ：全国最高得分National Top Score ：地区排名Regional Ranking ：
1 out of 42
100.0(上海光新店Shanghai Guanxin 等33家店)
1 out of 6100.0(沈阳皇姑店Shenyang Huanggu 等4家
店)
100.0
100.0
100.0
100.0
100.0
100.0
100.0
83.3
100.0
100.0
100.0
100.0
100.0
50
100
0608
0609
0610
0611
0612
0701
0702
0703
0704
0705
0706
0707
停车场得分Store Parking Score :
访店时间1. 1st Visiting Time
访店时间2. 2nd Visiting Time
2007-7-12 14:00 pm
2007-7-22 11:50 am
部门名称
地区排名本期得分上期得分
得分变化地区平均分全国平均分
Department
Regional
Rank
This Period
Last Period Improved?
Regional Average National Average 店内设施 Store Facility
5
95.0
92.5
2.5
93.7
96.3
2007年7月乐购“神秘顾客”分店考核报告
Tesco Mystery Shopper Store Manager Report 2007 July
各部分得分 Score By Area :
被访店名称Store Name:沈阳皇姑店Shenyang Huanggu
被访店代码 Store ID:21
100.0
100.0
97.5
90.0
92.5 92.5
97.5
90.0
95.0
100.0
92.5
95.0
30
40 50 60 70 80 90 100 060806090610061106120701070207030704070507060707
店内设施得分趋势Store Facility Score by Period
店内设施得分Store Facility Score :
全国排名National Ranking ：全国最高得分National Top Score ：
地区排名Regional Ranking ：27 out of 47100.0(上海卢湾店Shanghai Luwan 等17家店)
5 out of 10
100.0(大连友好店Dalian Youhao 等3家店)
95.0
访店时间1. 1st Visiting Time
访店时间2. 2nd Visiting Time
2007-7-12 14:00 pm
2007-7-22 11:50 am
店IDStore ID:21
店名Store Name:沈阳皇姑店Shenyang Huanggu
店内设施（Store Facility)
100%
90.0
100.0
95.0
92.5
寄包柜完好无破损（Customer locker look no-broken in appearance ）1Y 1.0Y 1.0寄包柜工作正常(Customer locker function well)
1Y 1.0Y 1.0寄包柜上有使用说明(Usage Instructions on cabinets )
1Y 1.0Y 1.0能够轻松的进入购物区域(Enter the store without any obstacles)
2Y 2.0
Y 2.0
不能轻松进入购物区域的原因(Reasons of obastacles)
no scoring
//在商场进口处，能够找到小型的购物篮(Shopping baskets are available at the entrance )
2
Y
2.0
Y
2.0
购物篮足够干净并且内无杂物(Baskets clean and no leftovers inside)
2Y 2.0Y 2.0
在楼层转接处，能够找到购物篮
(Baskets are available at the connecting areas)
2Y 2.0Y 2.0在进口处能够找到购物推车(Shopping trolleys are available at the entrace )2Y 2.0Y 2.0购物推车看上去干净并且车内无杂物(Trolleys clean and no leftovers )2Y 2.0Y 2.0购物推车的轮子足够灵活( Wheels of trolleys function well)
2N 0.0Y 2.0店内温度适宜(Comfortable interior temperature)
1正合适 1.0正合适 1.0卖场内部的扶手电梯运行正常
（Customer travelator function well ）1Y 1.0Y 1.0电梯扶手上干净并且没有杂物
(Customer travelator clean and tidy)1Y 1.0
Y 1.0
该店的繁忙程度为：(Busy-level of the store)
no scoring
不是很繁忙
不是很繁忙
神秘顾客报告 Mystery Shopper Report 2007 July
上期得分(Last Period Score)具体得分 Question in Details:
可得分(score availabe)第一次评价(1st visit answer)第一次得分(1st score achieved )第二次评价(2nd visit answer)第二次得分(2nd score achieved)
本期得分
(This Period Score)店内设施得分 Store Facility 2007 July
部门名称
地区排名本期得分上期得分
得分变化地区平均分全国平均分
Department
Regional
Rank
This Period
Last Period Improved?
Regional Average National Average 总体卫生情况 Overall Store Sanitation
8
94.7
100.0
-5.3
97.9
97.9
店内卫生情况 Store Sanitation 1100.0100.00.099.499.5
卫生间 Restroom
866.7100.0-33.390.088.4
2007年7月乐购“神秘顾客”分店考核报告
Tesco Mystery Shopper Store Manager Reprot 2007 July
各部分得分 Score By Area :
被访店名称Store Name:沈阳皇姑店Shenyang Huanggu
被访店代码 Store ID:21
94.7
100.0
92.1
94.7
81.6
92.1
94.7 94.7 94.7
100.0 100.0
94.7
30
40 50 60 70 80 90 100 060806090610061106120701070207030704070507060707
店内卫生得分趋势Store Sanitation Score by Period
店内卫生得分Store Sanitation Score :全国排名National Ranking ：全国最高得分National Top Score ：
地区排名Regional Ranking ：37 out of 47
100.0(上海龙华店Shanghai Longhua 等28家店)
8 out of 10
100.0(大连中山店Dalian Zhongshan 等7家店)
94.7
访店时间1. 1st Visiting Time
访店时间2. 2nd Visiting Time
2007-7-12 14:00 pm
2007-7-22 11:50 am
店IDStore ID:21
店名Store Name:沈阳皇姑店Shenyang Huanggu
卫生情况(Sanitation)100%100.0100.0100.0100.0熟食区域整洁干净 (Delicatessen area
clean and tidy)
2Y 2.0Y 2.0
水产品区域整洁干净(Seafood area clean
and tidy)
2Y 2.0Y 2.0
蔬菜瓜果区域看上去整洁干净(Vegetable
& fruits department looks clean and tidy)
2Y 2.0Y 2.0
面包及糕点的货架及周围区域整洁干净
(Bread and cake area clean and tidy)
2Y 2.0Y 2.0
冷冻柜区域整洁干净(Frozen cabinets
look clean and tidy)
2Y 2.0Y 2.0
冷藏保鲜柜区域整洁干净(Chilled
cabinets look clean and tidy)
2Y 2.0Y 2.0
服饰区域的货架整体看上去整洁干净
(Clothing & accessories area look clean
and tidy)
2Y 2.0Y 2.0
肉类食品区域整体整洁干净(Meat area
clean and tidy)
2Y 2.0Y 2.0
卫生间（Restroom)100%100.033.366.7100.0卫生间整洁干净 (Restroom clean and
tidy)
1Y 1.0N0.0
卫生间内提供卫生纸 (Free toilet tissues
are available in the restrooms)
1Y 1.0Y 1.0
卫生间内无异味 (No smells in the restroom)
1Y,无异味 1.0N,有异味0.0
神秘顾客报告 Mystery Shopper Report 2007 July
店内环境得分 Store Sanitation 2007 July
上期得分
(Last
Period
Score)
具体得分 Question in Details:
可得分
(score
availabe)
第一次评价
(1st visit
answer)
第一次得分
(1st score
achieved )
第二次评价
(2nd visit
answer)
第二次得分
(2nd score
achieved)
本期得分
(This
Period
Score)
部门名称
地区排名本期得分上期得分
得分变化地区平均分全国平均分
Department
Regional
Rank
This Period
Last Period Improved?
Regional Average National Average 服务总体得分 Customer Service Score
6
84.0
89.0
-5.0
82.5
85.1
熟食区域服务得分
Delicatessen Service Score 378.692.9-14.377.980.4
鲜肉区域服务得分 Freshmeat Area Score
1100.080.020.098.092.8水产品区域服务得分 Seafood Area Score
771.478.6-7.179.382.5蔬菜瓜果区域服务得分Vegetable & Fruits Score 7
91.7
83.3
8.3
95.8
96.6
服饰区域服务得分 Clothing &Accessories Score 391.791.70.077.178.0
付款过程得分 Payment Process Score
377.395.5-18.274.580.3
顾客服务处得分 Customer Services Department Score
387.593.8-6.383.889.4
被访店代码 Store ID:21
各部分得分 Score By Area :
2007年7月乐购“神秘顾客”分店考核报告
Tesco Mystery Shopper Store Manager Report 2007 July
被访店名称Store Name:沈阳皇姑店Shenyang Huanggu
92.0
84.0
80.0
86.0
100.0
89.0
82.0
65.0
72.0
95.0
89.0
84.0
30
40 50 60 70 80 90 100
060806090610061106120701070207030704070507060707
顾客服务得分趋势Customer Service Score By Period
顾客服务得分Customer Serice Score :
全国排名National Ranking ：
全国最高得分National Top Score ：
地区排名Regional Ranking ：
28 out of 4797.0(杭州河滨店Hangzhou Hebin 等2家店)6 out of 1097.0(吉林新东店Jilin Xindong )
84.0
访店时间1. 1st Visiting Time
访店时间2. 2nd Visiting Time
2007-7-12 14:00 pm
2007-7-22 11:50 am
店IDStore ID:21
店名Store Name:沈阳皇姑店Shenyang Huanggu 熟食区域服务得分Delicatessen Service Score
100%
71.4
85.7
78.6
92.9
熟食柜台有工作人员在场（Staff available when arrived ）2Y 2.0Y 2.0顾客等待服务的时间(Time waited to be served)
2少于1分钟
2.0
少于1分钟
2.0
工作人员给与顾客的提问以满意的答复(Given a satisfactory answer to customer's question)
no scoring
Y
Y
工作人员询问顾客所购产品是否合适(Ask customer if the product is ok)
1N 0.0Y 1.0
工作人员向顾客询问是否需要其他商品(Ask if customer need anything else)
1N 0.0N 0.0工作人员看着顾客讲话(Staff make eye contact with customer)
1
Y
1.0
Y
1.0
鲜肉区域服务得分
100%
100.0
100.0
100.080.0
鲜肉柜台有工作人员在场（Staff available when arrived ）2Y 2.0Y 2.0顾客等待服务的时间(Time waited to be served)
2少于1分钟
2.0
少于1分钟
2.0
工作人员给与顾客的提问以满意的答复(Given a satisfactory answer to customer's question)
no scoring
Y
Y
工作人员是否看着你讲话（Staff Make Eye Contact When Talk with You)
1Y 1.0Y 1.0
水产品区域服务得分(Seafood Area Score)
100%
42.9
100.0
71.478.6
该区域有工作人员在场(Staff available when arrived)
2N 0.0Y 2.0工作人员为顾客打捞产品的等待时间(Time waited to be served)23分钟以上
0.0少于1分钟
2.0工作人员主动向顾客微笑(Staff smile to cusotmer)
1Y 1.0Y 1.0工作人员看着顾客讲话(Staff make eye contact with customer)1Y 1.0Y 1.0为顾客提供活鱼加工的服务(Provide processing service on fresh fish)
1
Y
1.0
Y
1.0
蔬菜瓜果区域服务得分Vegetable & Fruits Score
100%
83.3
100.0
91.783.3
有工作人员在秤重处（Staff
available when arrived weighting station ）
2
Y
2.0
Y
2.0
等待称重的时间(Time waited before served)
21－3分钟
1.0少于1分钟
2.0工作人员熟悉产品的单价(Staff was familiar with the product price)
2
Y
2.0
Y
2.0
神秘顾客报告 Mystery Shopper Report 2007 July
第一次得分(1st score achieved )顾客服务得分 Customer Service 2007 July
上期得分(Last Period Score)第二次评价(2nd visit answer)第二次得分(2nd score achieved)
本期得分
(This Period Score)具体得分 Question in Details:
可得分(score availabe)
第一次评价(1st visit answer)
服饰区域服务得分
100%100.083.391.791.7 Clothing & Accessories
Score
找到工作人员花费时间（Time took
2少于1分钟 2.01－3分钟 1.0
to find a staff )
工作人员主动向顾客微笑(Staff
1Y 1.0Y 1.0
smile to customer)
工作人员看着顾客讲话(Staff make
1Y 1.0Y 1.0
eye contact with customer)
工作人员主动为顾客找出相应产品
(Staff company customer to locate
2Y 2.0Y 2.0
product)
付款过程得分 Payment
100%72.781.877.395.5 Process Score
所有的收银台都在工作(All check-
no scoring Y N
out counters were open)
能够找到只有两个（包括一个）顾
客正在付款或者无人排队的常规收
2Y 2.0Y 2.0
银台(Find a checkout with only one
paying party or less in front)
等待结账的顾客人数(Number of
no scoring22
customers were in front of
customer)
付款等待时间(Time waited at
no scoring53
cashier)
收银员所录入的促销产品价格与货
2Y 2.0Y 2.0
架上所标记的价格相一致(Cashier
charged same as price promoted)
出现价格差异的促销产品名称
no scoring//
(Product mischarged)
出现价格差异的原因 (Reason for
no scoring//
mischarge)
收银人员主动向顾客微笑(Cashier
1Y 1.0Y 1.0
smile to customer)
收银人员对顾客的光顾表示欢迎
1N0.0N0.0
(Cashier welcome customer)
收银人员主动要求顾客出示会员卡
(Cashier ask customer to show
1Y 1.0Y 1.0
store loyalty card)
散装蔬菜瓜果产品价格输入方式
(Price scan of loose
no scoring机器扫描机器扫描
vegetables/fruits)
收银人员在结帐时使用规范用语
1N0.0Y 1.0
(Cashier use starndard lannuage
when give the change)
收银人员向顾客道别，说“谢谢光临
1N0.0N0.0
”、“再见”等用语(Cashier say
Good-bye to customer)
有人帮助顾客装袋(Helps cusotmer
1Y 1.0Y 1.0
with packing)
所购买的货物分别装袋(Products
1Y 1.0Y 1.0
were packed by categories)
收银员号码（Hymall Cashier # )no scoring100907000017
顾客服务处得分 Customer
100%100.075.087.593.8 Services Department
Score
顾客服务处有工作人员在场(Staff
2Y 2.0Y 2.0
are available when customer
arrived)
等待工作人员接受询问的时间
2少于1分钟 2.0少于1分钟 2.0
(Time waited to be helped)
等待的原因(Reasons which kept
no scoring//
customer waited)
设有免费的专线班车服务(Free
no scoring Y Y
shuttle bus available)
在顾客服务处能够领取到免费班车
的发车时间表(Able to pick up
no scoring N N
shuttle bus schedule on the desk)
在卖场其他地方能够看到免费班车
发车时间的宣传资料（Able to see
no scoring Y Y
shuttle bus schedules in other
places)
工作人员向顾客微笑（Staff smile
1Y 1.0N0.0
to customer)
工作人员看着顾客讲话(Staff make
1Y 1.0N0.0
eye contact with customer)
退货请求最后得到满足(Request of
1Y 1.0Y 1.0
returning goods was satisified)
退货成功等待时间(Time waited to
no scoring1-5分钟1-5分钟
get refund)
拒绝退货的理由 (Detailed reasons
no scoring//
why can't return products)
退货的过程中，工作人员的态度礼
貌 ( Staff was polite during
1Y 1.0Y 1.0
returning products)。