Car-X On-Site Mystery Shop

• Conducted on

  Date

• Franchisee

  Select

• Prepared by

• Location
  Address

• Market

  Select

MYSTERY SHOP:

• Mystery Shop Completed By:

  Select

• Date:

  Date

MYSTERY SHOP:

• Was the Car-X Tire & Auto location open?

  YES

  NO

• Location was closed during posted hours

  Yes

  No

  N/A

• Location was closed due to construction

  Yes

  No

  N/A

• Location was closed for another reason, please explain

PRE-CALL FOR APPOINTMENT

• Did the associate answer the phone professionally, using the Greeting " Thanks You For Calling Car-X Tire & Auto" and include their name?

  YES

  NO

• What was the associate's name?

• When explaining your issue, did the associate ask you for the year, make and model of your vehicle?

  YES

  NO

• What was the year, make and model that you provided to the associate?

• Did the associate recommend that you bring your vehicle for an inspection?

  YES

  NO

• Did the associate offer to make an appointment for you?

  YES

  NO

• Had to request?

  NO

  YES

• What was the date and time of your appointment?

  Date

• Was the associate attentive and patient in scheduling your appointment?

  YES

  NO

• Did the associate close the call in a professional and friendly manner, leaving you with the feeling that they wanted to earn your business?

  YES

  NO

• Based on your experience with the Car-X associate, would you have scheduled service if you were a real customer?

  YES

  NO

FACILITY

• Attention !!The required CURB APPEAL PICTURE must be attached at this question

• Was the exterior of this Car-X Tire & Auto location well maintained and clean?

  YES

  NO

• What observations were made in regard to the exterior not being well maintained and clean?

  Select Parking lot had large potholes Parking lot had excessive amounts of litter Landscaping was unkept Entrance doors were dirty Other (please specify below)

  • Parking lot had large potholes
  • Parking lot had excessive amounts of litter
  • Landscaping was unkept
  • Entrance doors were dirty
  • Other (please specify below)

• How many associates did you observe upon entering the location?

• Attention !! Include yourself in this count

• How many customers did you observe upon entering the location?

• Once inside the location, would you describe it as clean and organized?

  YES

  NO

STAFF INTERACTION

• How long did it take an associate to greet you?

  Under a Minute

  1-2 Minutes

  More than 2 Minutes

• Associate gave you a friendly greeting (Smile & Introducing themselves)

  YES

  NO

• "Did the associate provide a friendly greeting / welcoming statement?"

  YES

  NO

• Did the associate ask if you called Car-X Tire & Auto and had scheduled an appointment?

  YES

  NO

• Did the associate try to confirm your appointment?

  YES

  NO

• Select all that apply

  Select Appointment lookup by Name Appointment lookup by phone number Appointment lookup by e-mail

  • Appointment lookup by Name
  • Appointment lookup by phone number
  • Appointment lookup by e-mail

• Was the associate able to confirm your appointment?

  YES

  NO

• Did the associate ask you for your e-mail?

  YES

  NO

• Example:Company-issued fitted shirt (Car-X Tire & Auto logo) black or khaki pants, close-toed shoes and a legible name tag

• Was the associate well-groomed and wearing Car-X Tire & Auto branded attire?

  YES

  NO

• Associate asked your car symptoms and they took time to listen to you

  YES

  NO

• You felt assured the associate understood what needed to be inspected on your vehicle

  YES

  NO

• Did the associate clearly explain the inspection process?

  YES

  NO

FACILITY APPEARANCE: INTERIOR

• Was the waiting room clean and comfortable?

  YES

  NO

• Were their ANY issues with the waiting room?

  NO

  YES

• Select all that apply

  Select Floors were dirty Chairs were dirty Too Hot Too Cold Unpleasant Smell No TV, or WiFi No Refreshments No Current Magazines

  • Floors were dirty
  • Chairs were dirty
  • Too Hot
  • Too Cold
  • Unpleasant Smell
  • No TV, or WiFi
  • No Refreshments
  • No Current Magazines

• Other (please specify below)

• Attention !!The required RESTROOM PICTURE must be attached at this question

• Was the restroom clean and fully stocked?

  YES

  NO

• Select all that apply

  Select No Toilet Pape No Paper Towels No Hand Soap Toilet Was Dirty Floor Was Dirty Sink Was Dirty Restroom Door Didn’t Lock Sink Was Inoperative or Leaking

  • No Toilet Pape
  • No Paper Towels
  • No Hand Soap
  • Toilet Was Dirty
  • Floor Was Dirty
  • Sink Was Dirty
  • Restroom Door Didn’t Lock
  • Sink Was Inoperative or Leaking

• Other (please specify below)

INSPECTION

• Did the associate use floor mats and or seat covers on your vehicle?

  YES

  NO

• Did the associated take you out to the shop and show the inspection results at the car?

  YES

  NO

• Did the associate review the vehicle inspection utilizing a completed inspection form?

  YES

  NO

• Did the associate show you a written estimate of repairs?

  YES

  NO

• Attention !!If you received an estimate, please input that amount

• Did the associate clearly explain the recommendations for repairs and product warranties?

  YES

  NO

• Attention !! Note: If no repairs are required, please quote what the associate told you

• Did the associate ask for the opportunity to do the work?

  YES

  NO

• Did the associate ASK/ Mention/ Offer financing options?

  YES

  NO

• Did the associate suggest Factory scheduled Maintenance Services?

  YES

  NO

• Did the associate treat you in a manner that was professional, polite, and made you feel comfortable throughout their interaction with you?

  YES

  NO

• Did the associate exhibit credibility and instill trust throughout the entire process?

  YES

  NO

• Overall impression of the inspection process

  Good

  Fair

  Poor

STAFF INTERACTION: CLOSING

• Attention !! If No, please explain why and quote what the associate said or did to influence your answer

• Did the associate leave you with a friendly closing statement and make you feel like they were truly excited to earn/gain your business?

  YES

  NO

• Attention !! Please comment why or why not

• Were you pleased with your experience at Car-X Tire & Auto, today?

  YES

  NO

• Your comment should be based on the interaction with the associate as well as the pre-call for appointment, facility appearance, inspection and any other interactions with associates

• Your comment should not be based on price

• Based on your overall experience, would you schedule car service at this Car-X Tire & Auto location?

  YES

  NO

• If you were giving a Google review, How many stars would it be?

  5 STAR

  4 STAR

  3 STAR

  2 STAR

  1 STAR

• Completed by:

  Sign

• Store Manager:

  Sign