100%
88%
+12%
Question
Score
Answer
- General Information
- Shop date
-
- 4/16/2021
- Day
-
- Friday
- Weather
-
- Rain
- Arrival Time
-
- 12:49 PM
- Departure Time:
-
- 2:19 PM
- Shopper's Initials:
-
- CCY
- Facility Exterior 100% (10/10)
- 1. Was the facility exterior clean and well maintained?
-
- Yes
- 4/4
- 2. Were the gasoline islands free from litter or gas spills? Pumps and nozzles clean and well maintained?
-
- Yes
- 3/3
- 3. Were trash receptacles, window-washing squeegees, and paper towels available? (check for clean windshield wash solution.)
-
- Yes
- 3/3
- Comments:
- As I approached the location on Friday, March 16, 2021, at 12:49 PM, I noted the exterior was very well maintained. The gasoline islands were free of litter, gas spills, and wear. All trash receptacles were clean and not overflowing. The window-washing squeegees were in good condition, with the solution full. The paper towels were stocked and available. The pumps and nozzles were clean, maintained, and in working condition.
- Quick Lube Service 100% (22/22)
- 1. How long before you were approached by a Quick Lube Service Advisor/Technician?
-
- 38:38 min:sec
- Technician:
Name Gender Age Height Hair Color Associate Information Juliet Female 51-60 5 ft 3 in Black - 2. Was your technician well groomed and in proper uniform including name tag or patch? (shirt tucked in, auto service style uniform)
-
- Yes
- 3/3
- 3. Were you met with a positive and friendly greeting? (employees demonstrating professional behavior and making eye contact)
-
- Yes
- 4/4
- 4. Did the technician ask to verify your name, address and telephone number?
-
- Yes
- 3/3
- 5. Did the technician inspect and show you the air filter?
-
- Yes
- 4/4
- 6. Did the technician make clear, professional recommendations for additional service needs?
-
- Yes
- 3/3
- ....If so, please explain what the technician recommended:
-
- New air filter, tire rotation
- 7. Did you receive a service review of your vehicle's service today and/or future maintenance recommendations?
-
- Yes
- 3/3
- 8. Was a new reminder sticker placed in the top-left corner of your windshield? (This MUST be printed and not hand written.)
-
- Yes
- 2/2
- Comments:
- At 1:27 PM, 38 minutes after I entered the location, Juliet approached, smiled, made eye contact, and greeted me with, "Hello. How can I assist you today?" She was positive, friendly, and engaging. She was well-groomed, with her hair neatly maintained and her uniform clean and pressed. Her shirt was tucked in and her name tag was clearly visible. She asked for my name, address, and telephone number then confirmed all the information. She confirmed I was there for an oil change and let me know they were taking my car in right then. During the service, Juliet returned to show me my air filter, recommending I get a new one. She also mentioned my tires and how it was beneficial to rotate them to prevent unnecessary wear and to prolong the life of them. When my vehicle was done at 1:47 PM, Juliet went over the service they provided, mentioned the top off service, and made a future maintenance recommendation of possibly having my brakes replaced. She then processed my payment, thanked me, and invited me to return. When I got into my vehicle, I noted there was a new, printed reminder sticker in the top-left corner of my windshield.
- Full Service Car Wash 100% (20/20)
- 1a. Was the vehicle exterior clean?
-
- Yes
- 3/3
- 1b. Was the interior vacuum satisfactory?
-
- Yes
- 3/3
- 1c. Were your windows cleaned inside and out?
-
- Yes
- 3/3
- 1d. Were the tires clean and shiny with dressing?
-
- Yes
- 3/3
- 1e. Was the correct air freshener in your vehicle?
-
- Yes
- 3/3
- 2. When your car was finished, were you thanked with a friendly parting remark?
-
- Yes
- 5/5
- 3. From the time you pulled into line, to the time you drove away, how long did it take for your car wash to be completed?
-
- 23:51 min:sec
- Comments:
- I got into line for the full-service car wash at 1:50 PM. John (Male; black hair; 34 years old; 5'9" tall) greeted me in a friendly manner as he said, "Hi. How can I help you today?" I said I was interested in a full-service car wash, and he asked what type of air freshener I wanted. I told him, and he gave me the total for the wash. I paid, and he processed the payment quickly and efficiently, asking for my name so he could call me when my vehicle was ready. He then departed to get started on my vehicle. As I waited, I noted all employees worked with a sense of urgency. Everyone knew what job they needed to perform and worked together cohesively. When my car was done at 2:13 PM, John greeted me by saying, "Hi, X. Your vehicle is ready. Thank you so much. Have a great day." The exterior of the vehicle was clean, shiny, and free of water spots. The seats and floor were well-vacuumed. The tires were clean and shiny with dressing. The correct air freshener had been placed in my vehicle.
- Convenience Store & Payment Experience 100% (30/30)
- 1. Number of Cashiers:
-
- 2
- Cashier:
Name Gender Age Height Hair Color Associate Information Janet Female 51-60 5 ft 8 in Gray - 2. Was your cashier well groomed and in proper uniform including name tag? (Shirt tucked in, no denim pants/shorts.)
-
- Yes
- 3/3
- 3. As you approached the cashier, were you acknowledged with a friendly greeting?
-
- Yes
- 3/3
- 4. Were there 3 or less customers in line?
-
- Yes
- 3/3
- ....If there were more than 3 customers, were additional registers used to service customers and/or an apology offered for the delay?
-
- 0/0
- 5. Was the cashier attentive and friendly?
-
- Yes
- 5/5
- 6. Did the cashier refer to or offer our Rewards Program?
-
- Yes
- 5/5
- ....Are you already a member of the Rewards Program?
-
- No
- 7. Were you thanked with a friendly and positive closing remark?
-
- Yes
- 5/5
- 8. Was the store well organized, stocked, and clean?
-
- Yes
- 3/3
- 9. Were restrooms clean and well maintained?
-
- Yes
- 3/3
- Comments:
- At 2:15 PM, I entered the convenience store. Janet greeted me with a smile, eye contact, and, "Hi. How are you doing this afternoon?" The store was clean and well kept. The restrooms were maintained and free of foul odors. There was no debris or garbage on the floor. In the store, the drinks were well stocked. The countertops were wiped and free of sticky areas. All food items were front-facing and nicely placed. When I approached to purchase my items, Janet greeted me again with, "Hi. Did you find everything you were looking for?" I said I had, and she began to ring me up. She asked if I was a member of their rewards program, and when I said I wasn't, she offered to sign me up and explained some of the benefits. She gave me my total, and I paid. She processed my cash payment properly and counted back my change. She thanked me at the end of the interaction and invited me to return in the future. She was positive, helpful, and attentive.
- Overall Customer Satisfaction 120% (18/15)
- 1. Were employees demonstrating a sense of urgency? (working quickly and effectively)
-
- Yes
- 4/4
- 2. Did we appear to have enough staff in each area?
-
- Yes
- 3/3
- 3. Based on this experience, would you likely return as a regular customer?
-
- Yes
- 4/4
- 4. Based on this experience, would you likely recommend this location to others?
-
- Yes
- 4/4
- 5. How could we make this service and your experience better?
- My experience was fantastic, but it would have been nice to have some coffee in the waiting room.
- 6. As a customer, what is most important to you?
- Customer service, cleanliness, and efficiency are most important to me as a customer.
- BONUS: Did our overall customer service exceed your expectations?
-
- Yes
- up to +3
- Comment:
- Overall, my experience from start to finish was excellent. Though the oil change took a little longer than expected, the employees were all working diligently to get through the many cars that were waiting. At the car wash, John provided efficient and helpful service. His crew worked effectively and cohesively to provide as quick of service as possible. In the convenience store, Juliet took the time to encourage me to enroll in the rewards program. She was attentive and didn't make me feel rushed in deciding. My experience was fantastic, but it would have been nice to have some coffee in the waiting room.