Your Score

95%

185/194 points

Location Vs Company YTD

79%
YTD Average

79%
YTD Average
Sectional Change
Section This Evaluation Last Evaluation +/-
Overall good 95% okay 75% up +20%
Telephone Answeri... okay 89% okay 83% up +6%
Greeting & Initia... okay 88% okay 70% up +18%
Customer Areas okay 87% okay 87% -- +0%
Oil Change Schedule good 100% okay 67% up +33%
Service Review good 100% okay 70% up +30%
Closing good 100% okay 73% up +27%
Team good 100% okay 80% up +20%
MAP good 95% okay 76% up +19%
Customer Focus good 94% okay 76% up +18%
Standards and Pro... good 100% okay 53% up +47%
People good 100% good 100% -- +0%
Location Hierarchy Trend Scores

Key Question

10. Did the employee invite you to their service center?

Yes

2 / 2 points

100%

Customer Focus Score

94%

142/151 points

Company Rank YTD

206/622

Question

Score

Answer

Service Center Visit
5. For how many minutes total were you at this location? (From arrival to departure)
58:00 min:sec
 
Telephone Answering Procedures 89% (16/18)
Time Call Started:
12:11 PM
 
Time Call Ended:
12:13 PM
 
Length of call:
02:44
 
1. Was your call answered within three rings?
Yes
3/3
2. How many times did it ring before it was answered?
1
 
3. Did the employee thank you for calling?
Yes
3/3
5. Did the employee state his/her name?
Yes
2/2
....What was their name?
Hestor
 
6. When you asked the cost of an oil change, did the employee provide details about what the service includes?
Yes
3/3
7. In addition to the Signature Service Oil Change, were you also offered the Value Oil Change Plus (VOCP)?
Yes
 
...If yes, were the differences between both services fully and clearly explained to you?
Yes
 
8. Did the employee speak slowly enough for you to understand?
No
0/2
....If no, please explain:
Hector spoke very quickly. I had to ask him to repeat himself.
9. Were you told that no appointment is necessary?
Yes
2/2
10. Did the employee invite you to their service center?
Yes
2/2
11. Were you offered any specials?
No
 
12. Were you offered directions to this location?
Yes
1/1
13. How would you rate the representative that assisted you on the phone? (Using a rating scale of 1 to 5 where 5 is the best).
4
 
Please describe the entire phone process. Remember to explain all questions answered "No".
I placed a call to the location on Tuesday, April 20, 2021, at 12:11 PM. An employee answered the phone on the first ring saying, "Thank you for calling. My name is Hector, how may I help you?" He spoke quickly but clearly. I asked about an oil change. Hestor explained the Signature Service, mentioning the cost and what the service included. He mentioned the Value Oil Change Plus and explained the differences between the two. He then told me I did not need an appointment and to come on in. He did not offer any specials. He provided step-by-step directions to the location and said if I got lost to call. He closed by saying, "Thank you. We will see you soon." The employee was helpful but spoke too quickly.
Greeting & Initial Impressions 88% (38/43)
1. Was the exterior of the service center clean and carefully maintained?
Yes
3/3
2. Did an employee acknowledge or greet you within 10 seconds of your arrival?
Yes
10/10
...If not, how long before an employee greeted you?
 
 
3. What specific words did the employee use to greet you?
Welcome to Prestige!
 
4. Did the employee smile and provide a friendly greeting?
No
0/5
5. Did the employee communicate: "Welcome, my name is___, how may I help you today"?
No
 
6. Upon arrival, did someone open your vehicle door for you as you exited your vehicle?
Yes
5/5
7. Was the building door opened for you?
Yes
5/5
8. Did an employee properly escort you from your vehicle to the lounge?
Yes, I was properly escorted to the lounge.
5/5
9. Were you given a lounge orientation?
Yes
10/10
Customer Service Area Comments: Please describe the entire Greeting process and the Customer Service Area. Remember to include explanations of all questions answered "No".
The exterior of the service center was clean and well maintained when I pulled up at 1:20 PM. There was no debris or garbage visible in the area. When I pulled up to the service bay doors to wait for my turn, Sergio came out to greet me with, "Welcome to Prestige!" He opened my door but did not introduce himself or smile. He did make good eye contact. He asked me to follow him in and led me to the lounge, opening the door for me. He pointed out the coffee and restroom and asked me to take a seat. He told me there were two cars ahead of me. He did not explain the service or tell me when someone would be in to help me.
Customer Areas 87% (13/15)
1. Was the lounge clean and uncluttered?
Yes
3/3
2 Was hot, fresh, and free coffee available?
It was available, but did not appear to be hot/fresh
0/2
3. Were current reading materials available?
Yes
2/2
4. Were the chairs clean?
Yes
2/2
5. Were the windows / entrance doors clean, unobstructed and uncluttered?
Yes
3/3
6. Was the bathroom clean and stocked (Mark N/A if you did not enter the lounge.)
Yes
3/3
Customer Areas Comments: Please describe the entire Greeting process. Remember to include explanations of all questions answered "No".
The lounge area had comfortable upholstered armchairs. The floors and chairs were clean. A TV was playing and there were magazines to read. There was a shelf with a coffee urn, cups, and condiments. The coffee was cold and not fresh. The restroom was well stocked and clean.
Oil Change Schedule 100% (15/15)
1. Did the employee show you a screen where the oil change schedule choices were available?
Yes
5/5
2. Were you asked what mileage interval you would like to come back for another oil change?
Yes
5/5
....If you were NOT asked about the mileage interval, what happened instead?
 
0/0
3. Did the employee clearly explain that they recommend you follow your vehicle manufacturer's recommendations for preventive maintenance services, including oil changes?
Yes
5/5
4. Which mileage schedule did you choose for your vehicle?
Normal
 
5. Did the employee clearly explain the Oil Change Schedule process?
Yes
 
....If no, please explain:
 
 
Oil Change Schedule Comments: Please describe the entire Oil Change Schedule process. Remember to include explanations of all questions answered "No".
Hestor showed me a screen where the oil change schedule choices were available. We discussed the age and mileage of the car. Hestor told me that due to the low mileage, he would recommend a 5000 mile interval between oil changes. He clearly explained the oil change schedule process.
Service Review 100% (50/50)
1. Did the employee explain the Four key elements included in Signature Service: Change, Inspect, Check/Fill, and Clean? (Each of these components must be mentioned during the explanation.)
Yes
10/10
2. Were you offered a specialty oil (full synthetic, synthetic blend, high mileage)?
Yes
 
...If yes, were the features and benefits of the specialty oil clearly explained?
Yes
 
3. Did an employee perform a Service Review with you discussing your vehicle's preventative maintenance services?
Yes
5/5
4. Was a portion of the Service Review conducted using a computer screen that you could see?
Yes
5/5
...If no, please explain:
 
 
5. Was the area used to complete the Service Review clean, organized, and free of food and or beverages?
Yes
5/5
6. For all recommendations provided for your vehicle, did the employee clarify where the recommendations came from?
Yes
5/5
.......If no explain:
 
 
7. Did the employee performing the service review discuss and show you the Report on Conditions (ROC)?
Yes
5/5
8. Were you shown the condition of your air filter at any time during the visit? (You may know that your air filter is not accessible; however, the employee is expected to tell you if that is the case.)
Yes. I was shown the condition of my air filter.
5/5
9. Were you made aware of the condition of the wiper blades? (e.g. it may be mentioned they are torn or damaged?
Yes, I was made aware of the condition of my wiper blades.
5/5
10. During the service review did you feel comfortable that you were not being pressured to buy services you did not want?
Yes
5/5
....If no, please explain:
 
 
11. Was an estimate of costs associated with the services you selected explained to you at a color computer monitor and/or on a printed cost estimate?
Yes. I was given a printed estimate.
5/5
12. Were you provided with an estimate of service time prior to the completion of your service?
Yes
5/5
Service Review Comments - Please remember to address all questions that were answered "NO".
Hestor reviewed the four key elements included in the Signature Service and offered specialty oil. He performed the service review with me, discussing my car's preventative maintenance. He told me some of the recommendations from the manufacturer, reviewing them but not pressuring me to have anything done. He provided an estimate for the services. He said he would print the information out for me and I could review it at home. He showed me the condition of the air filter and wiper blades. He provided an estimate for the service time before he thanked me. The area used to complete the review was clean and free of clutter.
Closing 100% (30/30)
1. How were you notified that your vehicle was ready?
Called by name.
3/3
...If other, please explain:
 
 
2. Was the counter area with the cash register and computer monitor clean and organized?
Yes
1/1
3. Did the cashier review the services completed with you during the ring out?
Yes
3/3
4. Prior to your departure, did the cashier communicate the Free Fluid Top-Off policy?
Yes
3/3
5. Did the cashier thank you? (Answer "Yes" ONLY if you heard Thank you from the cashier.)
Yes
3/3
6. Did the cashier inform you about the reminder sticker?
Yes
2/2
7. Did the cashier invite you to return?
Yes
1/1
8. In addition to your invoice, did you receive other printed materials?
Yes
 
....If yes, please explain - e.g. comment card, coupon, loyalty card, etc.
Three pages of manufacturer recommendations.
 
9. Were you escorted to your car, and was your vehicle door opened and closed for you?
Yes
3/3
10. Was your vehicle vacuumed properly?
Yes, my vehicle was properly vacuumed.
5/5
11. Were all of your vehicles exterior windows cleaned properly?
Yes, my exterior windows were properly cleaned.
5/5
12. Was a mileage/date reminder sticker placed in the upper-left corner of the windshield?
Yes
4/4
Closing Comments: Please remember to address all questions that were answered "NO".
Hestor called me by name when the car was finished. He handled the payment and said he would walk me out to the car. He opened the door of the shop for me. The hood was open and he showed me the oil on the dip stick. He reviewed all the fluids that were checked and mentioned the top-off policy. He asked if everything was okay. He closed the hood and walked me to the driver's door. He pointed out the reminder sticker. He thanked me, closed the door behind me, told me to drive carefully, and invited me to return. My vehicle was properly vacuumed and my exterior windows were clean and clear.
Team 100% (10/10)
1. Were all employees inside in the upper bay wearing safety eye glasses?
Yes. All employees were wearing safety glasses
2/2
....If you answered Some or No to this question, please explain:
 
 
2. Were all employees in uniform?
Yes
2/2
....If no, please explain:
 
 
3. Were the uniforms acceptably clean?
Yes
2/2
4. Did you feel the staff looked professional?
Yes
 
....If no, please explain:
 
 
5. Did you feel the staff worked with a sense of urgency?
Yes
 
....If no, please explain:
 
 
6. Did all employees acknowledge you in some way that were within five feet of you?
Yes
2/2
7. Did you see any employees eating while working on vehicles?
No
1/1
8. Did you see any employees smoking?
No
1/1
....If yes, please explain where:
 
 
Team Comments: Please remember to address all questions that were answered "NO".
The shop looked clean and organized. All the employees were in uniform and were wearing safety glasses. They appeared busy during my entire visit and acknowledged me when they were within five feet. No employees were observed eating food or smoking during my visit.
Additional Information
1. How would you rate your overall experience with the service center visit? Using a rating scale of 1 to 5 (where 5 is the best).
4
 
2. From your perspective as a customer, using a rating scale of 1 to 5 (where 5 is the best), how would you rate the customer service you received today?
5
 
3. What overall impression did you have of the facility and of the employees?
The facility was clean and the employees were working hard.
 
4. How were you treated as a customer?
I was treated politely and professionally.
 
5. Did you use the $5 off coupon or did you receive a better offer?
$5 Off Coupon
 
...If you received a better offer, how much was it for?
$ 
 
Additional Information Comments: Please share anything positive or negative about the experience. Was there anything unique about the experience that would make you return to the site or share with your friends?
The wait time was longer than expected.