Final Report CIDB Mystery Shopping

PREPARED BY: IPSOS LOYALTY APRIL 2016

Research Overview

3 7 Key Findings

Executive 10 Summary

Conclusion & Summary

1 2 3

Measure and understand the Identify areas of Identify best preforming service level in the service improvement to provide service centers and best centers such as waiting and better customer service. their practices so that it can transaction time, staff’s soft be the role model for others. skills and knowledge, branch environment and accessibility and etc…

State Office No. of visits KL (Jln Chan Sow Lin) 4 Perak 4 Melaka 4 Johor 4 Terengganu 4 Kelantan 4 Pahang 4 Kota Kinabalu 4 Tawau 4 Kuching 4 Miri 4 Kedah 4 Selangor 4 Perlis 4 Penang 4 Negeri Sembilan 4 Total 64

1- Create •You are new hired HR personnel for XXXXX checklist 2- Define 3- Recruit construction company and your manager is asking according to CIDB scenario mystery shoppers needed your help to apply a green card for X new service standard graduate that your company recently hired. You 1 would need to know the procedure.

7- Process with 6- Execute the 5- Train the •You are a newly hired clerk for XXXXX validation of the fieldwork shoppers face to construction company and your director wants surveys and according to face and conduct you to enquire the full process of paying Levy quality control specifications mock exercise 2

•You would want to enquire about the full process 8- Deliver the of registering a newly setup company with CIDB. report 3

Overall CIDB score Score by attributes (%) Top and Bottom branches

95.897.9 90.2 Top 3 branches Score (%) 86.4 86.4 87.9 83.3 85.6 76.6 Melaka 97.3% 70.4 72.174.3 68.2 66.9 Johor 93.0% NS 92.9%

Bottom 3 branches Score (%) Perlis 79.8% Selangor 76.4% KL 75.8%

Overall Staff Staff attire Queue and Staff Branch 2015 2016 experience knowledge Counter friendliness

Queue and Overall Location Branch Staff attire Staff friendliness Staff knowledge counter Experience

Melaka 100 100 100 93.8 92.6 97.28 Johor 100 100 75 93.8 96.4 93.04 NS 100 100 100 100 64.3 92.86 Perak 100 91.7 91.7 93.8 76.9 90.82 Kelantan 100 91.7 83.3 100 77.8 90.56 Miri 100 100 91.7 75 78.6 89.06 Penang 100 83.3 83.3 93.8 82.1 88.5 Kedah 100 90 83.3 93.3 69.6 87.24 Terrengganu 100 91.7 83.3 93.8 64.3 86.62 Pahang 100 83.3 66.7 100 82.1 86.42 Kuching 100 66.7 91.7 100 71.4 85.96 KK 91.7 81.8 91.7 81.3 60.7 81.44 Tawau 91.7 83.3 75 87.5 64.3 80.36 Perlis 100 81.8 75 81.3 60.7 79.76 Selangor 100 66.7 75 68.8 71.4 76.38 = 50%-79% KL 83.3 66.7 66.7 87.5 75 75.84 = 80% and above

2015 2016

Branches that score < 90%: All branches scores 100% 100 . Branch performance score improve Clear 95.3 over last year. signage All outlets have scored perfectly on having clear signage leading to the 2015 2016 office.

Branches that score < 90%: . Some offices are perceived to be 98.4 KK and KL difficult to locate as the location is far Clean from town. corridor 96.9 office . For some outlets, cleanliness of the corridor leading to the office is below 2015 2016 expectation. 11 © 2015 Ipsos. QUEUE AND COUNTER

66.7 Branches that score < 90%: Queue and counter Score Kedah, Kelantan, KK, KL, Kuching QMS 65.5 2015 2016 Melaka, Pahang, Penang, Perak 86.4 clearly Perlis, Selangor visible Remarks: Similar to last year, in some 2015 2016 85.6 cases the machine was not functioning 94.5 Branches that score < 90%: KK and Selangor Instruction 92.7 on QMS Remarks: In some cases, the machine was . Counter Score drop marginally clear not functioning over last year – particularly contributed by a drop in both 2015 2016 QMS checks – location of QMS Branches that score < 90%: and instruction on QMS that is 96.9 96.9 Perlis, Terengganu clear Counter area clean . Office counter score maintained – most branches scored perfectly 2015 2016 in this area.

• Average waiting time have extended from 2.60 in 2015 to 5.13 in 2016 • Waiting for most of the branches across the regionsWaiting have increased time – (peoplemins) are taking longer time to resolve their issues 2015 2016 12.50 11.31 10.75 9.75 9.21 9.29 8.55

6.58

5.14 5.01 4.40 3.84 3.13 2.843.06 3.09 2.6 2.42 2.22 2.25 2.28 2 1.41 1.51 1.54 1.02 1.02 0.81 0.64 0.82 0.050.03 0.23 0.35

Average Miri Tawau Terrengganu Perlis Pahang KL KK Selangor Kedah Perak NS Kelantan Penang Melaka Johor Kuching

Branches that score < 90%: Staff’s Attire Score: 100 Terengganu 2015 2016 Appropriately 98.4 83.3 dressed

2015 2016 76.6 Branches that score < 90%: All branches scored 100% 100 100 Well groomed . Staff’s Attire score have improved over last year. 2015 2016 . Grooming maintained a 100% perfect Branches that score < 90%: 51.6 compliance. Easily Johor, Kedah, Kelantan, KK, KL, Kuching . Nametag / Identifying staff by name have identified 29.7 Miri, Pahang, Penang, Perak, Perlis, also improved over last year. (name on Selangor, Tawau, Terrengganu counter) . Dressing / Appropriate attire score fell short in 2016 – contributed only by one 2015 2016 branch – the rest of the branches 14 © 2015 Ipsos. maintained a perfect 100%. Staff’s Friendliness Score: STAFF’S FRIENDLINESS 2015 2016 . Staff’s friendliness overall score had improved over last quarter – contributed by 90.2 and improved performance observed across all attributes checked.

. Being ‘focus’ to customer’s requirement during conversation can be improved - 87.9 score maintained at 98.4 over last year.

Standard greeting Attentive listening & Focus Polite and friendly acknowledge 68.8 93.8 100 98.4 98.4 67.2 96.9 89.1

2015 2016 2015 2016 2015 2016 2015 2016

Branches that score < 90%: Branches that score < 90%: Branches that score < 90%: Branches that score < 90%: Johor, Kedah, KK, KL, Melaka All branches scored 100% Selangor KK, Perlis, Terengganu Miri, Penang, Perak, Perlis, Selangor, Tawau

15 © 2015 Ipsos. Staff’s Knowledge Score: STAFF’S KNOWLEDGE 2015 2016 . Knowledge have improved over last year. 74.3 . Staffs appear to be more equipped with the right knowledge when servicing our shoppers. . However, there are areas that can be looked into in order to further improve the score 72.1 for next year: Use of brochure/pamphlet, refer to the website and provide checklist

Provide clear Provide correct Use brochure / Provide Didn’t refer to Didn’t ask to Provide checklist solution forms / pamphlet additional info colleague refer to website documents 98.4 46.9 72.6 90.3 87.1 64.1 71.9

92.2 61.3 79.7 42.9 60.9 89.1 67.2

2015 2016 2015 2016 2015 2016 2015 2016 2015 2016 2015 2016 2015 2016

Branches that score < Branches that score < Branches that score < Branches that score < Branches that score < Branches that score < Branches that score < 90%: 90%: 90%: 90%: 90%: 90%: 90%: Perlis KL,Kuching, NS, Perlis Kedah, Kelantan, KK Kelantan, KK, KL, Kuching Kedah, Perak, Perlis, Johor, Kedah, KK, KL Kedah, Kelantan, KK Selangor, Tawau, KL, Kuching, Melaka Miri, NS, Pahang, Perak Tawau Melaka, NS, Pahang, KL, Kuching, NS, Pahang Terengganu Miri, NS, Pahang, Penang Perlis, Tawau, Penang, Perak, Perlis Penang, Perak, Perlis Perak, Perlis, Selangor Terengganu Selangor, Tawau, Selangor, Tawau, Tawau, Terengganu Terengganu Terengganu

68.1 Branches that score below average: 2015 2016 Kelantan, NS, Penang, Perak, Perlis Tawau, Terengganu 69.1

Overall staff performance 64.7 66.9

2015 2016

Branches that score below average: Kelantan, KK, Perak, Tawau 70 . Overall Experience score had improved over last year – score improved by 2.2%. Overall . An improved score is observed across experience at most of the branches for both staff the branch 69.1 performance as well as experience at the branch

. However, we note a low scores on both 2015 2016 checks for Kelantan, Perak and Tawau. 17 © 2015 Ipsos. CONCLUSIONS AND RECOMMENDATION SUMMARY AND CONCLUSION: • 2016 Overall service compliance score registered an improvement over 2015 • Highest performing branches are: • Melaka • Kuala Lumpur • Pahang • Lowest Performing: Tawau, Perak & Kelantan • We note a mark improvement in servicer for all service areas evaluated except for Que and counter AREA FOR IMPROVEMENT: . Que & Counter Score dropped from 86.4% in 2015 to 85.6% in 2016 . Branches that had pulled the que and counter score down are KL, Selangor and Kuching . Recommended action for improvement: . Location of QMS & Instruction on QMS - Ensure QMS is easily visible from the entrance or have signage to the QMS if the location cannot be changed. . Waiting time has increased by 5 minutes – look into current service process to see where can be enhanced so customer is able to complete transaction faster allowing for a shorter waiting time for waiting customers.

A. Queue and Counter B. Staff Attire C. Staff Friendliness D. Staff Knowledge

A1. Regular compliance checks B1. Dress Code / Dress Guideline C1. CIDB’s Value towards the D1. Product Knowledge and • Schedule a regular compliance for the Staff Customers Training check to make sure that • Implement the dressing code/ • Relive or improve the existing • To prepare staff with a product facilities, i.e QMS machines, dressing guideline for the staff, Employees’ values when serving knowledge to better serve devices are always functioning to make sure they are always the customers. customer’s enquiries. • Provide a point of contact if presentable and well-groomed • For example: Smile, Greet, and D2. Refreshment Courses devices are not functioning, for a when meeting customers. be Courteous • To make sure that the they have fast servicing / repairing/ • Have a standardize greeting to clock in certain hours of maintenance. when staff meets with clients, training or courses within certain such as “Salam, how can I help period of time, so that the you today?” knowledge attained are up to- date

Melaka Johor NS • Branch • Branch • Branch • Queue and Counter Strength • Queue and Counter • Queue and Counter • Staff Attire • Staff Attire • Staff Friendliness • Staff knowledge Weakness • Staff Attire • Staff Knowledge • Staff Friendliness More rooms for improvement on the:

• A1. Regular compliance checks • B1. Dress Code / Dress Guideline for the Staff • D1. Product Knowledge and • B1. Dress Code / Dress Guideline Recommendation • C1. CIDB’s Value towards the Training for the Staff Customers • D2. Refreshment Courses • D1. Product Knowledge and Training • D2. Refreshment Courses

Perak Penang Kedah Perlis

Strength • Branch • Branch • Branch • Branch

• Staff Knowledge • Staff Attire Weakness • Staff Knowledge • Queue and Counter • Staff Knowledge • Staff Knowledge • Staff Attire

More rooms for improvement on the:

• A1. Regular compliance checks • B1. Dress Code / Dress • B1. Dress Code / Dress • D1. Product Knowledge Guideline for the Staff • D1. Product Knowledge and Guideline for the Staff and Training Recommendation • C1. CIDB’s Value towards Training • D1. Product Knowledge • D2. Refreshment the Customers • D2. Refreshment Courses and Training Courses • D1. Product Knowledge and • D2. Refreshment Courses Training • D2. Refreshment Courses

Terengganu Pahang Kelantan • Branch • Branch Strength • Branch Staff Knowledge Staff Friendliness

Weakness • Staff Knowledge • Staff Attire • Staff Knowledge

• D1. Product Knowledge and • D1. Product Knowledge and Training • B1. Dress Code / Dress Guideline for Recommendation Training • D2. Refreshment Courses the Staff • D2. Refreshment Courses

Selangor Kuala Lumpur

Strength • Branch N/A

• Queue and counter • Queue and counter Weakness • Staff Attire • Staff Attire • Staff Knowledge • Staff Knowledge

• A1. Regular compliance checks • A1. Regular compliance checks • B1. Dress Code / Dress Guideline for the Staff • B1. Dress Code / Dress Guideline for the Staff • D1. Product Knowledge and Training Recommendation • D1. Product Knowledge and Training • D2. Refreshment Courses • D2. Refreshment Courses

Miri Kuching KK Tawau

• Branch • Branch Strength N/A N/A • Queue and Counter • Staff Friendliness

• Queue and Counter • Staff Attire Weakness • Staff Friendliness • Staff Knowledge • Staff Knowledge • Staff Knowledge

• B1. Dress Code / Dress • A1. Regular compliance checks • D1. Product Knowledge and Guideline for the Staff • C1. CIDB’s Value towards the • D1. Product Knowledge and Training • D1. Product Knowledge Recommendation Customers Training • D2. Refreshment Courses and Training • D2. Refreshment Courses • D2. Refreshment Courses