Esqi audit 2018 ii
¿Qué incluye este formulario?
Este formulario contiene 40 secciones:
Customer Service Score
- Current 3 Month ESQi
- Current 6 Month ESQi
- Current 12 Month ESQi
Branch Arrival
- Did all Employees Arrive at Designated time?
- Was there a detailed morning huddle?
What was discussed during morning huddle?
Office Condition
- If the office clean and clutter free?
Picture
Customer Front End Interaction Audit (3-5 customers)
Customer's Name
Employee Name
Customer Front End Interaction
- Did we greet customer at the front door?
- Was there an introduction?
- Did employee use the customers name?
- Launchpad used in front of counter?
Feedback:
Customer Return Interaction Audit (3-5 customers)
Customer Return Interaction
- Did we meet customer at the front door?
- Was there an introduction?
- Launchpad used?
- Did employee ask the 3 critical questions?
Notes
Clean Car Audit (3-5 vehicles)
Unit Number:
Clean Car Audit
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:
How many pends are 10 days+
Pends Followup:
Notes/Opportunity
Number of 30+ day open tickets
Followup 30+ day tickets
Close the Loop Audit (3-5 customers)
Employee:
Close the Loop
- Did the employee ask the 3 critical questions?
Underwriting Audit (3-5 debit card rentals)
Customer Name
Ticket Number
Employee who wrote ticket
Which Underwriting Field was completed?
Followup
Branch Numbers
- Branch goals, posted and up to date on goal board?
Current Branch TAR
Current Branch DE MTD
Current Branch Net Other
Followup Reviews:
Branch Manager/Assistant Manager
Area Manager
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