SERVICE CENTER VISIT TELEPHONE ANSWERING PROCEDURES 75% (15/20) Jiffy Lube: Z_CB Squared # 1698 Evaluation

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1 Jiffy Lube: Z_CB Squared # 1698 Evaluation MIDLOTHIAN - Raised Antler Circle Raised Antler Circle Midlothian VA US Location: 1698 Franchisee: C.B. Squared Services, Inc. Mike Day (mikeday@cbijiffylube.com) Co-Op: Additional Contact 1: JWAC-Alt5 Jason Russ (jruss@cbijiffylube.com) Additional Contact 2: 92% : Overall Score (174/190) --%: Service Center Visit (0/0) 75%: Telephone Answering Procedures (15/20) 100%: Greeting & Initial Impressions (54/54) 100%: Customer Areas (13/13) 100%: Oil Change Schedule (15/15) 90%: Service Review (45/50) 75%: Closing (15/20) 88%: J-Team (7/8) 100%: Additional Information (10/10) Location Avg Y2016 (12 evaluations): 87.08% Survey Avg Y2016 (36 evaluations): 82.00% Scoring Rules: * N/A answers are omitted from scoring (total possible points will vary from shop to shop) Group: Conventional Question Score Answer SERVICE CENTER VISIT J-TEAM: JJBESS KDANDR TDEAN1 IHILLK MJONES Cost of services performed: $74.12 Did you purchase services in addition to the Signature Service Oil Change? No Number of vehicles waiting to get into the service bay: 1 How many service bays had a vehicle in them (occupied)? 1 How long did you have to wait to get into a service bay? 00:25 min:sec TELEPHONE ANSWERING PROCEDURES 75% (15/20) Recorded Phone Call No call recorded Time Call Started: 9:34 AM

2 Time Call Ended: 9:35 AM Length of call: 00:47 min:sec 1. Was your call answered within three rings? 3/3 Yes 2. How many times did it ring before it was answered? 4 3. Did the employee thank you for calling? 3/3 Yes 4. Did the employee include the name Jiffy Lube when answering the phone? 2/2 Yes 5. Did the employee state his/her name? 2/2 Yes What was their name? Issac? 6. When you asked the cost of an oil change did the employee first state our Signature Service? Did the employee explain the Four key elements included in Signature Service: Change, Inspect, Check/Fill, and Clean? (Each of these components must be mentioned during the explanation) 3/3 Yes 7. Did the employee speak slowly enough for you to understand? 0/2 No If No or NA, please explain: The greeting was spoken too fast, but the rest was clear enough to understand. 8. Were you told that no appointment is necessary? 2/2 Yes 9. Did the employee invite you to their service center? 0/2 No 10. Were you offered any specials? No 11. Were you offered directions to this Jiffy Lube? 0/1 No 12. How would you rate the representative that assisted you on the phone? (Using a rating scale of 1 to 10 where 10 is the best) 7 Please describe the entire phone process. Remember to explain all questions answered "No". My call was answered on the fourth ring. The location and employee name was given but the employee spoke too quickly to clearly understand it all. The Signature Service Oil Change was explained when I asked about cost. I was told it would include up to 5 quarts of oil, checking and inspecting the vehicle, washing the windows and vacuuming. I was told the price starts at $ I was not invited to visit, offered a special or provided directions.

3 GREETING & INITIAL IMPRESSIONS 100% (54/54) 1. Was the exterior of the service center clean and carefully maintained? 3/3 Yes Questions 2 and 3 no longer in use. 4. Was a Jiffy Lube employee on his/her way to greet you within 10 seconds of your arrival? 10/10 Yes If not, how long before an employee greeted you? Name of employee who greeted you: Tyler Greeter description - Gender: Male Greeter description - Age: Under 25 Greeter description - Hair color: Brown 5. Did the employee smile and provide a friendly greeting? 6. Did the employee greet you with the specific words "Welcome to Jiffy Lube. My name is. How may we help you today?" Yes You must hear these EXACT words for your answer to be yes. What exact words did the employee use to greet you? "Welcome to Jiffy Lube. My name is Tyler. How can we help you today? 7. Were you asked to open your hood? No 8. Did the employee mention the "Signature Service Oil Change"? 1/1 Yes 9. Did the employee explain the Four key elements included in Signature Service: Change, Inspect, Check/Fill, and Clean? (Each of these components must be mentioned during the explanation) 10. Upon arrival did someone open your vehicle door for you as you exited your vehicle? 10/10 Yes 11. Was the building door opened for you? 12. Did an employee properly escort you from your vehicle to the lounge?, I was properly escorted to the lounge.

4 13. Were you given a lounge orientation? 10/10 Yes Customer Service Area Comments: Please describe the entire Greeting process and the Customer Service Area. This should include names of all employees you interacted with. Remember to include explanations of all questions answered "No". An employee directed me where to park. When I stopped, my door was opened for me. I was welcomed by Tyler. He said the oil change starts at $44.99 and the Signature Service Oil Change includes up to five quarts of oil, inspecting hoses, belts and air filter, topping off fluids, washing windows and vacuuming. The Wi-Fi code, restroom, coffee, water, and seating were pointed out as he walked me inside. CUSTOMER AREAS 100% (13/13) 1. Was the lounge clean and uncluttered? 3/3 Yes 2. Was hot, fresh and free coffee available? 2/2 Yes, it was available. Please answer YES for the locations where a Keurig machine is available with the needed supplies. 3. Were current reading materials available or WiFi available? (One must be present.) 2/2 Yes 4. Were the chairs clean? 2/2 Yes 5. Were the windows/entrance doors clean, unobstructed and uncluttered? 3/3 Yes 6. Was the bathroom clean and stocked? 1/1 Yes (Mark N/A if you did not enter the lounge) Customer Area Comments: Please describe the customer area scenario. Remember to include explanations of all questions answered "No". The lounge was clean and comfortable. There was plenty of seating. A Keurig machine for coffee was available as well as water. The restroom was clean and well stocked; it even had baby changing table. The TV was playing cartoons. Sports magazines were available. OIL CHANGE SCHEDULE 100% (15/15) 1. Did the employee show you a screen where the oil change schedule choices were available? Name of employee who explained Oil Change Schedule: Jimmy Oil Change Schedule employee description - Gender: Male

5 Oil Change Schedule employee description - Age: Over 55 Oil Change Schedule employee description - Hair color: Grey/White 2. Were you asked what mileage interval you would like to come back to Jiffy Lube for another oil change? - the employee acknowledged that you are a repeat customer and asked if you wanted to keep the same mileage. If you were NOT asked about the mileage interval, what happened instead? 3. Did the employee clearly explain that Jiffy Lube recommends you follow your vehicle manufacturer's recommendations for preventive maintenance services, including oil changes? 4. Which mileage schedule did you choose for your vehicle? N/A - I did not choose 5. Did the employee clearly explain the Oil Change Schedule process? Yes Oil Change Schedule Comments: Please describe the entire Oil change Schedule process. This should include names of all employees you interacted with. Remember to include explanations of all questions answered "No". Jimmy used the computer to check the oil change schedule for my vehicle. He asked if I would like to keep the same schedule I selected on a previous visit. SERVICE REVIEW 90% (45/50) 1. Did an employee perform a Service Review with you discussing your vehicle's preventative maintenance services? Name of employee who discussed Service Review: Jimmy Service Review employee description - Gender: Male Service Review employee description - Age: Over 55 Service Review employee description - Hair color: Grey/White 2. Was a portion of the Service Review conducted using a color computer screen that you could see?

6 3. Was the area used to complete the Service Review clean, organized and free of food and/or beverages? 4. For all recommendations provided for your vehicle, did the employee clarify where the recommendations came from? 5. Did the employee performing the service review discuss and show you the Report on Conditions (ROC)? 6. Were you shown the condition of your air filter at any time during the visit?. I was shown the condition of my air filter. (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) 7. Were you asked about your wiper blades?. I was asked about the condition of my wiper blades. 8. During the service review did you feel comfortable that were not being pressured to buy services you did not want? 9. 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? 10. Were you provided with an estimate of service time prior to the completion of your service? 0/5 No. No estimate was given. Service Review Comments: This should include names of all employees you interacted with. Please remember to address all questions that were answered "No". The service review was performed by Jimmy just after the oil change schedule was discussed. My air filter was shown to me. Changing the air filter and one other service were recommended. When asked, I said my wipers had recently been replaced. Manufacturer recommendations for other reviewed services were not due at this time. I was not at all pressured to purchase products and services recommended. I was given a time estimate, but not a cost estimate at this time. CLOSING 75% (15/20) 1. How were you notified that your vehicle was ready? 3/3 Called by name If Other, please explain: Name of employee who was the cashier: Jimmy Cashier description - Gender: Male

7 Cashier description - Age: Over 55 Cashier description - Hair color: Grey/White 2. Was the counter area with the cash register and computer monitor clean and organized? 3. Prior to your departure, did the cashier communicate Jiffy Lube's Free Fluid Top-Off policy? 4. Did the cashier thank you? 1/1 Yes 0/3 No 3/3 Yes (Answer "Yes" ONLY if you heard the words "thank you" from the cashier) 5. Did the cashier inform you about the reminder sticker? 0/2 No 6. Did the cashier invite you to return? 1/1 Yes 7. In addition to your invoice, did you receive other printed materials? No If Yes, please explain -e.g. comment card, coupon, loyalty card etc. 8. Were you escorted to your car, and was your vehicle door opened and closed for you? 9. Was a mileage/date reminder sticker placed in the upper-left corner of the windshield? 3/3 Yes 4/4 Yes Closing Comments: This should include names of all employees you interacted with. Please remember to address all questions that were answered "NO". Jimmy called me when my vehicle was ready. My payment was processed efficiently. I was provided a receipt but was given no other paperwork. The top off policy was not explained. The reminder sticker was not mentioned. I was thanked sincerely and invited to return. J-TEAM 88% (7/8) 1. Were all employees inside the upper bay wearing safety glasses? Yes. All employees were wearing safety glasses. If you answered Some, No or NA to this question, please explain: 2. Were all employees in uniform? 2/2 Yes 3. Were the uniforms acceptably clean? 2/2 Yes

8 4. Did you feel the staff looked professional? Yes 5. Did you feel the staff worked with a sense of urgency? Yes 6. Did all employees acknowledge you in some way that were within five feet of you? 2/2 Yes 7. Did you see any employees eating while working on vehicles? 1/1 No 8. Did you see any employees smoking? 0/1 Yes If Yes, please explain where: When I first arrived, an employee was smoking just outside the side door. J-Team Comments: This should include names of all employees you interacted with. Please remember to address all questions that were answered "No". Tyler and Jimmy helped me. All employees were wearing safety glasses and they looked well groomed and professional. No employees were eating. One employee was smoking on the driveway side of the building when I arrived. ADDITIONAL INFORMATION 100% (10/10) 1. For how many minutes total were you at this location? 25:08 min:sec (From arrival to departure) 2. Was your vehicle vacuumed properly?, my vehicle was properly vacuumed. 3. Were all of your vehicles exterior windows cleaned properly?, my exterior windows were properly cleaned. 4. How would you rate your overall experience with the service center visit? 10 (Using a rating scale of 1 to 10 where 10 is the best) 5. 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? 10

9 6. What overall impression did you have of the facility and of the employees? The facility was clean and well maintained. Employees were professional. 7. How were you treated as a customer? I felt valued as a customer. Did you use: Other If other, please explain: $12.00 web coupon Did you see the Jiffy Lube iphone App Point of Purchase (POP) material displayed in the lobby? Yes 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? From the moment I arrived, I felt valued as a customer. I was welcomed as soon as I pulled up. The location was well maintained and clean. Wi-Fi and a baby changing table were nice features. All employee were professional, friendly and neatly dressed. Service was done quickly. There was no pressure to purchase additional services or products.