Service Encounter Report Form
Your Name:
Name of Firm: Walmart Type of Service (industry): Mechanics
Date of Encounter: 4/10/2012 Time of Encounter: 11:00 am
How did the encounter take place (e.g., in person, by phone, via a self-service technology)?
In person
What specific circumstances led to this encounter?
I was looking for a cheap place to get my oil changed since my car was way over due (it was kind of a spur of the moment
encounter).
Exactly what did the firm/employee say or do?
I dropped my car off and I was told to give the employee my phone number so that they could call me when they were finished
with my car. They said it would take about an hour and 45 minutes. I went back in 1 hour and 45 minutes and they didn’t
even change my oil because they didn’t have the correct filter, and they didn’t even call me to notify me of the problem.
How would you rate your level of satisfaction with this encounter? (Circle the most appropriate number).
1234567
Extremely Extremely
Dissatisfied Satisfied
What exactly made you feel this way?
It was irritating that the employee didn’t even call me to tell me that they didn’t have the right filter, and that I spent a lot of
time waiting for no reason.
What could the employee/firm have done to increase your level of satisfaction with the encounter? What improvements
need to be made to this service system?
The employee should have notified me of the problem.
How likely is it that you will go back to this service firm?
1234567
Extremely Extremely
Unlikely Likely
1
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