The Challenge
A national quick oil change brand engaged Confero to evaluate customer service across locations. During design, the safety team requested that specific safety procedure checks be included—an opportunity to measure both guest experience and safety compliance in one program.
The Objective
Partner with Confero to:
-
Assess customer service quality via mystery shop visits.
-
Monitor safety procedure compliance alongside service.
-
Deliver fast reporting so managers could take corrective action quickly.
Our Approach
Confero built a combined service + safety mystery shopping program:
-
Customer Service Evaluation: Friendliness, professionalism, clarity, and consistency.
-
Safety Checks: Verification of critical on-site safety protocols during the same visit.
-
Cross-Department Collaboration: Survey items aligned with both service and safety leadership priorities.
-
Immediate Reporting: Rapid delivery of findings to enable real-time coaching and corrective steps.
The Results
-
Customer Service Insights: Clear visibility into greeting, communication, and service delivery—pinpointing coaching opportunities.
-
Reduced Accidents: Emphasis on safety protocols improved compliance, contributing to a meaningful decline in accidents.
-
Cost Savings: Fewer incidents lowered operational costs and risk.
-
Unexpected Benefits: Demonstrated how mystery shopping can advance multiple organizational goals—beyond the original service focus.
The Success
By expanding the program’s scope, the oil change company gained better service and safer operations. The single, integrated approach delivered cross-functional value—from frontline coaching to risk reduction and cost control.
Key Takeaway
Confero helps automotive and service brands tailor mystery shopping to service, safety, compliance, and operations—delivering insights that protect brands, reduce costs, and improve performance at scale.
