Title Page

  • Branch Evaluation Form for Group Branch

  • Conducted on

  • Prepared by

  • Branch Manager

Employee Development

  • Has the goal board been updated, including BMI and Net Other?

  • Add media

  • Are all employee Road Maps updated?

  • Comments on Road Maps

  • Does the branch have an employee schedule posted for full-time employees?

  • Does the branch have an employee schedule posted for part-time employees?

  • Did any full-time employees go over 48 hours in the last 4 weeks?

  • list any full-time employees over hours

  • Did any part-time employees go over 25 hours in the last 4 weeks?

  • List any part-time employees that went over hours

  • Does branch have employees training schedule on the branch calendar?

Counter Manager Review

  • Who is the Counter Manager?

  • Were all employees at the counter at high-time (7:30am - 10:00am)?

  • Was a lunch schedule posted?

  • Was their a morning huddle this morning?

  • What was discussed at the morning huddle?

  • Was their a training topic discussed in the huddle?

  • Have no-show reservations been contacted?

  • Is the switch out log being utilized?

  • Take a picture of the switch-out log?

  • Is sales tracker being utilized?

  • Comments or notes following Daily review

Counter Manager Evaluation - Grade the Counter Manager on the following:

  • Customer Service

  • Phone Handling Skills

  • Trunk-to-Trunk inspections

  • Underwriting

  • Revenue Plan

  • Ways to improve

  • Number of Red Cars?

  • How would you rate the Counter Managers ability to manage Red Cars on the reservation screen?

Customer Service

  • Branch 3-month ESQi

  • Area 3-month ESQi

  • Group 3-month ESQi

  • Does the branch have a well devised lot plan?

  • Take a picture of the lot plan.

  • Are vehicles clean and ready to rent?

  • number of vehicles clean

  • number of vehicles not clean

  • What is the branch's Priority Pass percentage?

  • What is the branch's Rental Ready percentage?

  • Take a photo of yesterday's Successful/Failure log

  • How have we used the feedback to provide better customer service?

  • Did we complete all Same Day calls the previous day?

Observe rental transaction #1

  • Employee

  • Did we offer Pre-paid fuel at the counter?

  • Did we walk the lot when we offered an upgrade?

  • Did we offer protection package while explaining the contract at the car?

  • Did we offer RAP while doing the Trunk-to-Trunk?

  • Did we offer XM radio?

  • Did we sell any of these items?

  • What did we sell? Offer suggestions for selling

Observe rental transaction #2

  • Employee

  • Did we offer Pre-paid fuel at the counter?

  • Did we walk the lot when we offered an upgrade?

  • Did we offer protection package while explaining the contract at the car?

  • Did we offer RAP while doing the Trunk-to-Trunk?

  • Did we offer XM radio?

  • Did we sell any of these items?

  • What did we sell? Offer suggestions for selling

Observe rental transaction #3

  • Employee

  • Did we offer Pre-paid fuel at the counter?

  • Did we walk the lot when we offered an upgrade?

  • Did we offer protection package while explaining the contract at the car?

  • Did we offer RAP while doing the Trunk-to-Trunk?

  • Did we offer XM radio?

  • Did we sell any of these items?

  • What did we sell? Offer suggestions for selling

Observe customer return transaction #1

  • Employee handling return

  • Did we meet the customer prior to the front door?

  • Did the employee have a professional welcome and introduction?

  • Did every employee acknowledge each customer?

  • Did we ask if the customer "had a chance to replace the fuel"?

  • Did the employee ask the 3 critical questions the correct way?

  • Did the employee thank the customer for their business and give them their business card?

  • Other information and feedback on return

Observe customer return transaction #2

  • Employee handling return

  • Did we meet the customer prior to the front door?

  • Did the employee have a professional welcome and introduction?

  • Did every employee acknowledge each customer?

  • Did we ask if the customer "had a chance to replace the fuel"?

  • Did the employee ask the 3 critical questions the correct way?

  • Did the employee thank the customer for their business and give them their business card?

  • Other information and feedback on return

Observe customer return transaction #3

  • Employee handling return

  • Did we meet the customer prior to the front door?

  • Did the employee have a professional welcome and introduction?

  • Did every employee acknowledge each customer?

  • Did we ask if the customer "had a chance to replace the fuel"?

  • Did the employee ask the 3 critical questions the correct way?

  • Did the employee thank the customer for their business and give them their business card?

  • Other information and feedback on return

Maintenance

  • Units requiring a LOFR

  • Total number of vehicles in the fleet

  • Number of vehicles that are on the delete list

  • number of shop vehicles

  • LOFR score

  • MTD Days Earned

  • Recall Score

  • Who is the maintenance captain?

  • Overall grade for maintenance

  • Other comments are suggestions for improvement

Risk Management

  • Current reserves at branch

  • List group average for reserves

  • Uninsured losses for the past 90 days

  • Accident Report Quality percentage

Callback Review #1

  • Renter Name

  • Is the deposit >= $150?

  • Is ticket open for less than 30 days?

  • Has there been recent contact with the renter?

  • Comments:

Callback Review #2

  • Renter Name

  • Is the deposit >= $150?

  • Is ticket open for less than 30 days?

  • Has there been recent contact with the renter?

  • Comments:

Callback Review #3

  • Renter Name

  • Is the deposit >= $150?

  • Is ticket open for less than 30 days?

  • Has there been recent contact with the renter?

  • Comments:

Callback Review #4

  • Renter Name

  • Is the deposit >= $150?

  • Is ticket open for less than 30 days?

  • Has there been recent contact with the renter?

  • Comments:

Callback Review #5

  • Renter Name

  • Is the deposit >= $150?

  • Is ticket open for less than 30 days?

  • Has there been recent contact with the renter?

  • Comments:

Contract Review #1

  • RA Number

  • Employee Name

  • Utility Bill confirmed?

  • Does initial deposit equal $150 + rental?

  • Is the car class correct?

  • Is CQ complete?

  • Comments:

Contract Review #2

  • RA Number

  • Employee Name

  • Utility Bill confirmed?

  • Does initial deposit equal $150 + rental?

  • Is the car class correct?

  • Is CQ complete?

  • Comments:

Contract Review #3

  • RA Number

  • Employee Name

  • Utility Bill confirmed?

  • Does initial deposit equal $150 + rental?

  • Is the car class correct?

  • Is CQ complete?

  • Comments:

Contract Review #4

  • RA Number

  • Employee Name

  • Utility Bill confirmed?

  • Does initial deposit equal $150 + rental?

  • Is the car class correct?

  • Is CQ complete?

  • Comments:

Contract Review #5

  • RA Number

  • Employee Name

  • Utility Bill confirmed?

  • Does initial deposit equal $150 + rental?

  • Is the car class correct?

  • Is CQ complete?

  • Comments:

Trunk-to-Trunk Inspection #1

  • Employee name:

  • Unit:

  • Employee had damage evaluated in hand

  • Employee started by opening the trunk and checking for a spare

  • Employee sat in drivers seat to check, gas, mileage, interior & windshield condition

  • Employee walked and inspected the entire vehicle, including tread depth & turned wheels

  • Employee made sure that the renter was included in the inspection and did not separate from the renter as he/she walked around vehicle.

  • Grade the overall Trunk-to-Trunk inspection<br><br>

  • Notes or Comments

Trunk-to-Trunk Inspection #2

  • Employee name:

  • Unit:

  • Employee had damage evaluated in hand

  • Employee started by opening the trunk and checking for a spare

  • Employee sat in drivers seat to check, gas, mileage, interior & windshield condition

  • Employee walked and inspected the entire vehicle, including tread depth & turned wheels

  • Employee made sure that the renter was included in the inspection and did not separate from the renter as he/she walked around vehicle.

  • Grade the overall Trunk-to-Trunk inspection<br><br>

  • Notes or Comments

Trunk-to-Trunk Inspection #3

  • Employee name:

  • Unit:

  • Employee had damage evaluated in hand

  • Employee started by opening the trunk and checking for a spare

  • Employee sat in drivers seat to check, gas, mileage, interior & windshield condition

  • Employee walked and inspected the entire vehicle, including tread depth & turned wheels

  • Employee made sure that the renter was included in the inspection and did not separate from the renter as he/she walked around vehicle.

  • Grade the overall Trunk-to-Trunk inspection<br><br>

  • Notes or Comments

Growth

  • Days earned growth (month/YTD)

  • Ticket growth for previous month

  • Insurance/Body Shop ticket growth (past month/same month last year)

  • Dealership ticket growth (past month/same month last year)

  • Corporate ticket growth (past month/same month last year)

  • Retail/Other ticket growth (past month/same month last year)

  • Is marketing schedule posted and being followed?

  • Are all branch PDM's updated?

  • PDM Feedback

  • Take picture of PDM

  • Branch E+ sign-up percentage

  • How many corporate leads were generated (month/YTD)?

Phone Handling - Listen to 3 Calls

  • Employee Name

  • Did employee do the 3 R's (Ring, Rate, and Reservation)?

  • Employee Name

  • Did employee do the 3 R's (Ring, Rate, and Reservation)?

  • Employee Name

  • Did employee do the 3 R's (Ring, Rate, and Reservation)?

  • Comment on improving phone handling

B.O.S.S. Calls

  • Body Shop calls (current month/previous month)

  • Dealership calls (current month/previous month)

  • Insurance agent/claim center calls (current month/previous month)

  • Corporate calls (current month/previous month)

  • Total number of branch calls (current month/expectation)

  • List any account down 5+ referrals from previous month compared to same month PY

  • List PPA's that need to be renewed

UCBF

  • Bad Debt (Prior Month/YTD/Target)

  • Are receivables delegated?

  • Fuel Expense previous month

  • Fuel collections from current month

Branch FQi

  • Branch cleanliness - Interior

  • Interior picture

  • Branch cleanliness - Exterior

  • Exterior picture

The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice. You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction. You should independently determine whether the template is suitable for your circumstances.