Your Score

66%

129/196 points

Sectional Scores

Sectional Change
Section This Evaluation Last Evaluation +/-
Overall okay 66% okay 77% down -11%
Service Center Visit --% --% --%
Telephone Answeri... okay 80% good 95% down -15%
Greeting & Initia... okay 62% okay 62% -- +0%
Customer Areas good 100% good 100% -- +0%
Oil Change Schedule bad 0% okay 67% down -67%
Service Review okay 70% good 90% down -20%
Closing okay 57% okay 57% -- +0%
J-Team good 100% good 100% -- +0%
jIFFY LUBE Rank YTD

1774/1935

LOCATION VS JIFFY LUBE

66%
YTD Average

82%
YTD Average
SOIP SCORES

Question

Score

Answer

Service Center Visit
5. For how many minutes total were you at this location? (From arrival to departure)
31:15 min:sec
 
Telephone Answering Procedures 80% (16/20)
Time Call Started:
12:00 PM
 
Time Call Ended:
12:04 PM
 
Length of call:
03:45
 
1. Was your call answered within three rings?
Yes
3/3
2. How many times did it ring before it was answered?
2
 
3. Did the employee thank you for calling?
Yes
3/3
4. Did the employee include the name Jiffy Lube when answering the phone?
Yes
2/2
5. Did the employee state his/her name?
Yes
2/2
....What was their name?
Jessica
 
8. Did the employee speak slowly enough for you to understand?
Yes
2/2
....If no, please explain:
 
 
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 Jiffy Lube?
No
0/1
Please describe the entire phone process. Remember to explain all questions answered "No."
I called the Jiffy Lube located on California Avenue in Bakersfield at 12:00 PM to find out if they had the oil filter in stock for my car. Jessica answered the phone within two rings and said, "Thank you for calling Jiffy Lube on California. This is Jessica. How can I help you?" I asked for the price on an oil change. She quoted me a price but did not state that she was quoting for the Signature Service. Jessica did not tell me anything about the oil change other than the price. She did not mention what it included. I asked if I needed an appointment, and she said no. During the phone call, Jessica made no mention of any specials. I was not offered directions.
Greeting & Initial Impressions 62% (33/53)
1. Was the exterior of the service center clean and carefully maintained?
Yes
3/3
2. Did a Jiffy Lube 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?
"Hi. Are you here for an oil change?"
 
4. Did the employee smile and provide a friendly greeting?
Yes
5/5
5. Did the employee communicate: "Welcome to Jiffy Lube, 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?
No
0/10
Greeting & Initial Impressions Comments: Please describe the entire Greeting process and the Customer Service Area. Remember to include explanations of all questions answered "No."
Edgar greeted me within a few seconds of me pulling up. When the "ding" of the service bell went off, he was almost immediately at my door. He opened my car door for me but did not greet me in the proper fashion. He said, "Hi. Are you here for an oil change?" He made no mention of the Signature Service, just an oil change. When I said yes, he escorted me into the waiting room and told me that they were going to look the car over and then come back in with a quote. I was not shown where the bathrooms were or told that there was coffee. The next customer who came in after me, however, was shown these things by Jessica. Jessica gave me a quote, but did not mention the elements of Signature Service.
Customer Areas 100% (15/15)
1. Was the lounge clean and uncluttered?
Yes
3/3
2 Was hot, fresh, and free coffee available?
Yes, it was available.
2/2
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 Customer Area. Remember to include explanations of all questions answered "No."
After I left my car, Edgar opened the door to the lobby for me but he did not let me know the location of the bathrooms or that there was fresh coffee. The appearance of the lobby was clean, and I did not notice any papers on the floor. The bathroom was also clean and tidy.
Oil Change Schedule 0% (0/15)
1. Did the employee show you a screen where the oil change schedule choices were available?
No
0/5
2. Were you asked what mileage interval you would like to come back to Jiffy Lube for another oil change?
No
0/0
....If you were NOT asked about the mileage interval, what happened instead?
There was NO discussion of any mileage interval for my return.
0/5
3. Did the employee clearly explain that Jiffy Lube recommends you follow your vehicle manufacturer's recommendations for preventive maintenance services, including oil changes?
No
0/5
4. Which mileage schedule did you choose for your vehicle?
Combination of severe/normal
 
5. Did the employee clearly explain the Oil Change Schedule process?
No
 
....If no, please explain:
Jessica did not clearly explain the oil change schedule. There was no mention of it.
Oil Change Schedule Comments: Please describe the entire Oil Change Schedule process. Remember to include explanations of all questions answered "No."
Jessica came into the waiting room with the estimate. She showed me the quote and did not explain anything about recommended services. I handed her my coupon and they started my oil change. I talked to Jessica at the counter, and she did not make any mention of the oil change schedule or show me any screen with the oil change schedule choices available. She did not mention the manufacturer's recommendations or explain the schedule process.
Service Review 70% (35/50)
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?
No
0/5
...If no, please explain:
The screen that Jessica was using was not facing toward the customer.
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?
No
0/5
.......If no explain:
Jessica did not inform me about how they determined my car needed the recommended services.
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 Jiffy Lube employee is expected to tell you if that is the case.)
No, I was not shown the condition of my air filter.
0/5
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."
When my car was being worked on, I was not shown the condition of my air filter. They told me that they skipped this step because it was clean and did not need to be replaced. I was told, "We checked the air filter but it was perfect so we put it back in." Jessica went over the suggested services, but I declined getting wiper blades or any other service for that day. They were not pushy about getting me to buy more services, and I felt comfortable declining extra service.
Closing 57% (17/30)
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 Jiffy Lube cashier review the services completed with you during the ring out?
Yes
3/3
4. Prior to your departure, did the cashier communicate Jiffy Lube's Free Fluid Top-Off policy?
No
0/3
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?
No
 
....If yes, please explain - e.g. comment card, coupon, loyalty card, etc.
 
 
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?
My vehicle was not vacuumed at all.
0/5
11. Were all of your vehicles exterior windows cleaned properly?
My exterior windows were cleaned, but not properly.
0/5
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."
After my car was finished, Jessica came back in and told me that they performed the Signature Service on my car. She did not go into detail about what that included. She printed out my receipt and sent me on my way. I was not given any written materials. Jessica did not inform me of Jiffy Lube's top off policy, and I left completely unaware of what it entailed. When I got to my car I noticed that my windows had been washed, but they were not spotless. My car was pretty dirty when I brought it in, and when they washed my windows, they left dirt smeared on the windows. My floors were not vacuumed because I had things on my floors. Edgar held my car door open and closed it for me when I got in my car. I had noticed that my sticker was placed in the corner like it should have ben.
J-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:
 
 
J-Team Comments: Please remember to address all questions that were answered "No."
All Jiffy Lube employees were dressed in uniform and behaving in a professional manner. I did not observe any employee eating or smoking in the service bay or in view of the customers. My car was done quickly, which I really appreciated, and feel that the employees of Jiffy Lube worked with a sense of urgency. My whole visit was less than 45 minutes, and usually oil changes take longer than that for me. I was impressed with the speed of the service.
Additional Information
1. How would you rate your overall experience with the service center visit? Using a rating scale of 1 to 10 (where 10 is the best).
7
 
2. From your perspective as a customer, using a rating scale of 1 to 10 (where 10 is the best), how would you rate the customer service you received today?
8
 
3. What overall impression did you have of the facility and of the employees?
I was impressed with the employees and the facility. The facility was clean, and the employees were behaving professionally.
4. How were you treated as a customer?
I felt I was treated well. I did not feel like I was another number to the company. I liked how they opened all the doors for me. It made me feel valued.
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?
I was quite impressed with the service I received at Jiffy Lube. I liked that Edgar held the doors open for me and I was quite impressed with how quickly they got to my car after I pulled up and the bell rang. Even though Jessica did not go over the services that were included in the Signature Service oil change, I felt that their service was on point with what I was expecting. I wasn't expecting great service nor was I expecting poor service. It was just an average experience.