Jiffy Lube and Suds Ontario is a leading automotive franchise that was lacking a customer experience management strategy before finding AskNicely. They had no way to collect feedback other than emailing customers and hoping they emailed back, and they asked for online reviews via small handouts given to customers at the time of service.
“We had a really antiquated system back in the day, so it was nice to come into the 21st century and use something a bit more modern. It’s been a great process since, and our management teams have been very happy with AskNicely,” Rob Arthur, Business Development Manager of Jiffy Lube and Suds Ontario, told AskNicely.
Jiffy Lube and Suds Ontario were struggling to collect customer feedback. They were relying on long-format surveys that took weeks to generate any results, and generated very few. “The system we were using prior to Ask Nicely was email-based, where we would email the customer, but we would have to wait for them to reply. So it took several weeks for us to get information,” Rob said.
This led to a lack of progress. Customer service advocates didn’t know how or where they could improve because they didn’t have data on what their customers wanted. These missed opportunities started to lead to a churn problem for Jiffy Lube, one that they eventually got eager to fix.
When looking for an alternative to their old means of collecting feedback, Jiffy Lube found they liked AskNicely for a few reasons. “We liked that it was a very simple one-question type of survey that was accessible to all of our customers,” Rob said. “We have a bigger sample size, and we get a lot more data, and it’s easier to communicate with our customers.”
All around, their process has improved. They get the feedback they need and view it in real time. This makes it easier for the service providers to adjust when they need to at a store level and for managers to identify wider trends to share with the overall business. “Because AskNicely is so immediate, we can see things that are happening that day in each store. It is very beneficial!” Rob said. They’ve also automated asking customers for reviews, collecting more than 300 4.5-star or higher Google Reviews for 80% of their stores.
“Our service providers, their number one job is to look after our customers,” Rob said. So it makes sense that the service providers love working with AskNicely. When it comes to using the product regularly, Rob says it’s simple: “It's automated in the background, we don’t have to manage it, we don’t have to worry about it.”
Making feedback collection and action part of their strategy has helped Jiffy Lube and Suds Ontario improve the experience for their customers and increase their reviews, bettering their online reputation. They’ve come a long way from requesting feedback via email.
