Your Score

98%

99/101 points

Company Rank YTD

4/49

This Score Vs Company YTD

98%
This Evaluation

91%
YTD Average
Location Avg YTD

95%

9 Evaluations

Sectional Change
Section This Evaluation Last Evaluation +/-
Overall good 98% good 91% up +7%
Greeting good 100% okay 75% up +25%
Technicians good 100% okay 71% up +29%
Store Appearance good 100% okay 86% up +14%
Maintenance Revie... good 100% okay 83% up +17%
Service good 100% good 100% -- +0%
Closing good 100% good 100% -- +0%
Car Wash good 94% good 100% down -6%

Question

Score

Answer

Oil Change
Yes
 
Car Wash
Yes
 
1. Shop date:
3/5/2012
 
2. Day:
Monday
 
3. Time In:
4:50 PM
 
4. Time Out:
5:11 AM
 
5. Total mileage on your car (odometer reading):
6120
 
6. # of cars waiting outside bay to be serviced:
0
 
7. Cost of Basic Oil Change PLUS Tax/Environmental Fees (from OIL CHANGE LINE ITEM ON INVOICE):
$40.05
 
8. Cost of Basic Car Wash (if not free):
$0
 
Total Amount Spent:
$40.05
 
Greeting 100% (8/8)
1. How long before you were greeted?
00:05 min:sec
 
2. Was this an appropriate amount of time?
Yes
2/2
3. Was the greeting warm and friendly?
Yes
2/2
4. Was the greeter at eye level with you? (i.e., bending over to your level while you were seated)
Yes
2/2
5. What was the greeting?
"Hi. How are you today?"
 
6. Were you asked what services you required?
Yes
2/2
8. Were you quoted a time for how long the service would be?
Yes
 
...If yes, how long were you quoted?
20:00 min:sec
 
Greeting Comments: Please comment on the greeting. Address noteworthy information not mentioned above, elaborate on issues addressed above and explain any No Answers. (100-character minimum)
When I pulled up, I was almost immediately greeted by Jason. He was friendly when he walked up to my car. He asked how I was doing today and then asked if I wanted an oil change. I stated yes. He then told me I could leave the car and they would pull it in. He said there would be about a 15 to 20 minute wait for the oil change. He also directed me to the sitting area and explained there was free coffee or tea.
Technicians 100% (7/7)
Technician Name:
Jason
 
...Gender
Male
 
...Age
21-30
 
...Height
5 ft 7 in
 
...Hair Color
Brown
 
...Other distinguishing characteristics
 
 
1. Was the technician in uniform?
Yes
1/1
2. Was the technician's appearance presentable?
Yes
2/2
3. How long did you wait to be serviced? (Time from when you were greeted to the time the vehicle was done.)
21:00
 
4. Was this time within the original quoted time frame?
Yes
2/2
5. Was the technician polite and friendly?
Yes
2/2
Technician Comments: Please comment on the technicians. Address noteworthy information not mentioned above, elaborate on issues addressed above and explain any No Answers. (100-character minimum)
Jason was friendly and polite when he told me it would be about 15 to 20 minutes for the oil change. He had a nice smile and seemed sincere when he talked with me. He was wearing the appropriate jacket, with his name on it. He greeted me with a smile and was very helpful when he directed me to the sitting area to wait.
Store Appearance 100% (21/21)
1. How was the overall curb appeal?
Excellent
2/2
2. Was the landscaping well maintained?
Yes
2/2
3. Were both indoor and outdoor signage appropriate and presentable?
Yes
2/2
4. What was the condition of the cashier area?
Excellent
2/2
5. If you visited the waiting area, what was the condition of the waiting area?
Excellent
2/2
...Was coffee available? (N/A if you stay in your car/or if it isn't available.)
Yes
 
...Was reading material current and easily accessible? (N/A if you stayed in your car.)
Yes
1/1
6. What was the condition of the restroom?
Excellent
2/2
7. Were there paper supplies available in the restroom?
Yes
2/2
8. Did ample lighting exist?
Yes
2/2
9. Were all windows clean?
Yes
2/2
10. Were menuboards maintained and easy to read?
Yes
2/2
Store Appearance Comments: Please comment of the appearance of the store. Address noteworthy information not mentioned above, elaborate on issues addressed above and explain any No answers. Ratings marked less than excellent must be substantiated. (50 Character minimum)
The outside landscaping was good and the lot was very clean. It was well swept and debris free. The interior was clean as well. The windows were clean. There were up to date, reading materials, coffee and tea available. The bathroom was clean. The menu boards were up to date.
Maintenance Review Presentation 100% (12/12)
1. Was the technician at eye level with you while doing the presentation?
Yes
2/2
2. Did the technician, cashier or any other employee take the time with you to go over everything they had already checked on your vehicle? (This includes showing and pointing out items on a Service Checklist, invoice, etc)
Yes
2/2
3. Did the technician answer any questions you had? (Be sure to ask at least one question.)
Yes
2/2
4. If yes, were your questions answered so you understood each product or service?
Yes
2/2
5. Did the technician, cashier or any other employee go over other preventive maintenance items that are due by mileage?
Yes
2/2
6. Did the technician, cashier or any other employee offer you any additional services?
No
 
7. If yes, check off the services that the technician offered.
 
 
8. At any time, did you feel pressure to purchase anything?
No
2/2
Maintenance Review Presentation Comments: Please comment on the presentation. Address noteworthy information not mentioned above, elaborate on issues addressed above and explain No answers. Ratings marked less than excellent must be substantiated. (100-character minimum)
Jason went over the invoice with me and explained what they had done. He said they checked the oil and filled up any of the fluids that were low. He also told me they vacuumed out my car. He explained I could come in and get a free top up on the oil or any fluids. Additional services were not mentioned.
Service 100% (6/6)
1. Were the required fluids checked?
Yes
1/1
3. Was your vehicle vacuumed?
Yes
1/1
5. Did the technicians leave your car free of fingerprints, dirt, and grime?
Yes
2/2
6. Were all other employees being productive while your car was being serviced?
Yes
2/2
Service Comments: Please comment on the service. Address noteworthy information not mentioned above, elaborate on issues addresses above and explain No answers. Please comment on what other employees were doing while your car was being serviced: (100-character minimum)
The fluids were all checked, as Jason went over that with me on the invoice. The other employees, I saw, were working hard and not standing around. There were no fingerprints left on my car and it was vacuumed out nicely.
Closing 100% (14/14)
Cashier/Employee at Closing Name:
Jason
 
...Gender
Male
 
...Age
21-30
 
...Height
5 ft 7 in
 
...Hair Color:
Brown
 
...Other distinguishing characteristics
 
 
1. Was the service explained professionally at ring out?
Yes
2/2
2. Were you reminded that the computer tracks the service history on your vehicle?
Yes
2/2
3. Did the cashier remind you of a free top off policy?
Yes
 
4. Were you reminded when to come back?
Yes
2/2
5. Were you provided with a receipt?
Yes
2/2
6. Was there a new reminder sticker on your windshield?
Yes
2/2
7. Were you thanked by name and asked to come back again?
Yes
2/2
8. As you were walking out to your car after the service or driving out of the bay, did other employees in the shop thank you?
No
 
9. Were you told about a free car wash and how to obtain it? (Mark N/A for any location where a free car wash isn't available)
Yes
2/2
Closing Comments: Please comment on the closing. Address noteworthy information not mentioned above, elaborate on issues addressed above and explain any No answers. (50 character minimum)
Jason went over the invoice with me and then asked if I wanted a receipt. When I said yes, he gave me one. He also told me about the free top up and thanked me for coming in. I did not see any other employees when I left to get in my car. I only saw the car wash people who where busy washing many cars.
Overall
1. If the phone rang while you were there, was it answered professionally within 3 rings?
N/A
 
2. Based on service levels, did you enjoy your experience and would you come back?
Yes
 
3. How would you rate the value of the service for the price paid?
Excellent
 
4. Please rate your overall experience:
10/Excellent
 
5. Could anything have been done to make your experience better?
No
 
...If yes, please explain:
 
Car Wash 94% (31/33)
Employee Description  
...Employee Name
Cessily
 
...Sex
Female
 
...Height
51 to 5'4
 
...Age
20
 
...Hair
Dark Brown
 
...Other distinguishing features
None
 
1. Did you receive a polite and friendly greeting?
Yes
1/1
2. What was the greeting?
"Hi. How are you today?"
 
3. What time did you arrive?
5:16 PM
 
4. Was the facility clean and inviting when you arrived?
Yes
1/1
5. How many cars were ahead of you when you arrived?
2
 
6. How long did you wait before you were approached?
01:30 min:sec
 
7. How long did you wait before you were served?
02:45 min:sec
 
8. Were employees enthusiastic and positive?
Yes
1/1
9. Were all employees well groomed and did they act professionally?
Yes
1/1
10. Were menu boards easy to read?
Yes
1/1
11. Was the employee clear in presentation of menu items?
Yes
1/1
12. Did the employee suggest upgraded services?
No
0/1
13. Rate the quality of the wash from 5 (Excellent) - 0 (Unacceptable)
Very Good
4/5
...13a. Was the exterior of your vehicle cleaned well?
Yes
 
...13b. Were your window exteriors and side view mirror cleaned well?
Yes
 
...13c. Were all bugs removed from the front of the vehicle?
Yes
 
...13d. Were wheels cleaned and free of brake dust?
Yes
 
14. Were you thanked with a friendly parting remark?
Yes
1/1
16. Based on this visit, would you come back?
Yes
10/10
17. How does this visit compare to other car wash facilities you've visited?
Better
10/10
Please comment on the car wash experience. Address noteworthy information not mentioned above, elaborate on issues addressed above and explain No answers. (100-character minimum)  
Car Wash Comments:
When I pulled up to the car wash, I was greeted by Cessily. She was polite and friendly. She asked how I was doing. She explained the free car wash and then stated she would put on a plastic bag over my back wiper. I waited just a little for the cars ahead of me to go through. It was very quick and they did a great job. My car was very clean.