ESQI AUDIT 2018 II

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Customer Service Score

• Current 3 Month ESQi

  <75

  76-79

  80-83

  84-89

  90+

• Current 6 Month ESQi

  <75

  76-79

  80-83

  84-89

  90+

• Current 12 Month ESQi

  <75

  76-79

  80-83

  84-89

  90+
Branch Arrival

Branch Arrival

• Did all Employees Arrive at Designated time?

  Yes

  No

  N/A

• Was there a detailed morning huddle?

  Yes

  No

  N/A

• What was discussed during morning huddle?

• Is there a contest for the day?

  Yes

  No

  N/A

• Are vehicles ready for morning peak?

  Yes

  No

  N/A
Office Condition

Office Condition

• If the office clean and clutter free?

  Yes

  No

  N/A

• Picture

  Media

• Is the office complying with privacy?

  Yes

  No

  N/A

• Outside of office clean and clutter free?

  Yes

  No

  N/A

• Is all equipment, lights running properly?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Picture

  Media

• Break room/ rest room clean?

  Yes

  No

  N/A

• 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?

  Yes

  No

  N/A

• Was there an introduction?

  Yes

  No

  N/A

• Did employee use the customers name?

  Yes

  No

  N/A

• Launchpad used in front of counter?

  Yes

  No

  N/A

• 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?

  Yes

  No

  N/A

• Was there an introduction?

  Yes

  No

  N/A

• Launchpad used?

  Yes

  No

  N/A

• Did employee ask the 3 critical questions?

  Yes

  No

  N/A

• Was there a customer dispute resolution opportunity?

  Yes

  N/A

• 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

  Full

  3/4

  1/2

  Under 1/2

• Does the vehicle have the proper Tire Tread Depth

  Yes

  No

  N/A

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

• Notes

• Picture

  Media

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

  No

  Yes

• Notes

Operational Plan

Operational Plan

• Is the Branch Operation Plan posted?

  Yes

  No

  N/A

• Is the Branch Operation plan being followed?

  Yes

  No

  N/A

• Is the branch utilizing the DASH?

  Yes

  No

  N/A

• Has Wednesday Report been completed and worked on time?

  Yes

  No

  N/A

• Are callbacks up to date?

  Yes

  No

  N/A

• Callback Followup:

• Are total branch pended tickets under 10%

  Yes

  No

  N/A

• How many pends are 10 days+

• Pends Followup:

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

  Yes

  No

  N/A

• What is the branches under 20 min contact %

  <40%

  41%-59%

  60%-75%

  76%+

• Picture

  Media

• 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?

  Yes

  No

  N/A

• 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?

  Yes

  No

  N/A

• Which Underwriting Field was completed?

• Insurance Verified

• Employment Verification with Paystub

• Utility Bill

• Pass or Fail Underwriting

  Pass

  Fail

• Followup

Branch Numbers

Branch Numbers

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

  Yes

  No

  N/A

• Current Branch TAR

• Current Branch DE MTD

• Current Branch Net Other

• Employees aware of their own individual performance?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Every employee has Electronic PDM loaded for current month?

  Yes

  No

  N/A

• Any employee reviews past due?

  No

  Yes

• Followup Reviews:

Final Audit Recap

• Branch Manager/Assistant Manager

  Sign

• Area Manager

  Sign