Audit

Customer Service Score

Current 3 Month ESQi

Current 6 Month ESQi

Current 12 Month ESQi

Branch Arrival
Branch Arrival

Did all Employees Arrive at Designated time?

Was there a detailed morning huddle?

What was discussed during morning huddle?

Is there a contest for the day?

Are vehicles ready for morning peak?

Office Condition
Office Condition

If the office clean and clutter free?

Picture

Is the office complying with privacy?

Outside of office clean and clutter free?

Is all equipment, lights running properly?

Is front counter area clean and organized from a customer perspective?

Picture

Break room/ rest room clean?

Customer Front End Interaction Audit (3-5 customers)

Customer Front End Interaction
Customer Front End Interaction

Customer's Name

Employee Name

Did we greet customer at the front door?

Was there an introduction?

Did employee use the customers name?

Launchpad used in front of counter?

Interaction with customer (rate overall, conversation, attitude, energy)

Feedback:

Customer Return Interaction Audit (3-5 customers)

Customer Return Interaction
Customer Return Interaction

Customer's Name

Employee Name

Did we meet customer at the front door?

Was there an introduction?

Launchpad used?

Did employee ask the 3 critical questions?

Was there a customer dispute resolution opportunity?

Rate the overall interaction on handling the dispute?

Feedback:

Interaction with customer (rate overall, conversation, attitude, energy)

Notes

Clean Car Audit (3-5 vehicles)

Clean Car Audit
Clean Car Audit

Unit Number:

Fuel Level

Does the vehicle have the proper Tire Tread Depth

Rate the cleanliness of the interior of vehicle (windshield, floors, dash, cup holders, under seat)

Notes

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Any information in vehicle left from previous renter (glove box, console, etc)

Notes

Operational Plan
Operational Plan

Is the Branch Operation Plan posted?

Is the Branch Operation plan being followed?

Is the branch utilizing the DASH?

Has Wednesday Report been completed and worked on time?

Are callbacks up to date?

Callback Followup:

Are total branch pended tickets under 10%

How many pends are 10 days+

Pends Followup:

Is the branch Red Car/Yellow Car plan up to date and being followed?

What is the branches under 20 min contact %

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Notes/Opportunity

Number of 30+ day open tickets

Followup 30+ day tickets

Close the Loop Audit (3-5 customers)

Close the Loop
Close the Loop

Employee:

Did the employee ask the 3 critical questions?

Rate the interaction on the phone (energy, attitude)

Notes

Underwriting Audit (3-5 debit card rentals)

Underwriting Audit
Underwriting Audit (3-5 debit card rentals)

Customer Name

Ticket Number

Employee who wrote ticket

Correct Deposit Taken?

Which Underwriting Field was completed?

Insurance Verified

Employment Verification with Paystub

Utility Bill

Pass or Fail Underwriting

Followup

Branch Numbers
Branch Numbers

Branch goals, posted and up to date on goal board?

Current Branch TAR

Current Branch DE MTD

Current Branch Net Other

Employees aware of their own individual performance?

Boss Call update (is branch on pace to hit marks: BM (15), AM (10), MT/MA (5))

MPE completed and administered in a timely manner to begin the month?

Every employee has Electronic PDM loaded for current month?

Any employee reviews past due?

Followup Reviews:

Final Audit Recap

Branch Manager/Assistant Manager
Area Manager
Please note that this checklist is a hypothetical example and provides basic information only. It is not intended to take the place of, among other things, workplace, health and safety advice; medical advice, diagnosis, or treatment; or other applicable laws. You should also seek your own professional advice to determine if the use of such checklist is permissible in your workplace or jurisdiction.