Shopping malls
See your centre the way a first-time visitor does.
Malls are judged on the moments between shops: finding a space, finding the washroom, finding someone who can help. The template covers each one, site by site.
What gets checked
6 touchpoint groups · 62 questions · 4 scenarios
- Arrival & parking
- Signage from the road, barriers, payment machines, lift lobbies
- Concourse
- Wayfinding, directories in Arabic and English, seating, lifts
- Washrooms
- Cubicles in service, soap and paper, attendant sheets
- Guest services
- Greeting, accuracy, language, follow-up
- Food court
- Tables cleared, hygiene stations, allergen information
- Departure
- Exit routes, parking payment, final impression
Scenarios in the template
First-time visit
Find your way without asking, and see whether anyone offers to help.
Complaint handling
Raise a real, minor complaint and see how it is resolved.
Prayer facilities
Check signage, cleanliness and posted timings, including during Ramadan.
What you get back
A score for every centre and touchpoint, the evidence behind each failure, and a written summary of what moved since the last wave.
The client dashboard, shown here with the shopping malls program.
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