BSRO Store Manager Survey Jan 2014

Thank you for agreeing to participate in this important survey. Your responses will be kept confidential; only aggregate data will be shared.

The survey should take approximately 10-15 minutes to complete. Please do your best to answer the questions accurately.

Please start with the survey now by clicking on the Continue button below.

* What is BSRO’s value proposition (i.e. why does the BOSS go to a BSRO location)?

* What defines a successful store? (Please rank from 1 through 7, with 1 being most important and 7 being least important.)

Repeat visits from BOSS
Overall sales goals achieved
Overall profit goals achieved
Tire specific sales goals achieved
Low teammate turnover
Positive BOSS experience
High utilization of bays/full

* What factors are most important to your BOSSes? (Please rank from 1 through 8, with 1 being most important and 8 being least important.)

Competitive price and promotions
Low wait and service times
Friendly service
Trusted/expert advice
Convenient location
Convenient store hours
Selection/choice of tires
One-stop-shop

* What are the biggest barriers to growing your business? (Select all that apply.)

Limited space/capacity

Limited product/service offering

Not enough sales staff

Not enough technician staff

Uncompetitive pricing

Inconvenient Location

Poorly understood brand/value proposition

Other

Optional: Please explain in your own words what makes it difficult to grow your business (i.e. what, if anything, is wrong with pricing, location, etc).

* What are the biggest barriers to incorporating the Triple Care Strategy? (Select all that apply.)

The timing is unrealistic

Our bays are not set up to support the strategy

We do not have enough bays

Our teammates are not trained to support the strategy

We do not have enough staff

The strategy does not make sense in my store (Please check the box and explain further in "Other" field).

Other

Optional: Please explain in your own words what makes it difficult to incorporate the Triple Care Strategy.

* What do you do to attract BOSSes to the store? (Select all that apply.)

Signage outside the store

Attend local events

Consumer mailings/coupons

Promotional offers for next service

Traditional advertising/media (TV, billboard, radio, online)

Social media

Other

Optional: Based on your selection or other ideas that were not included, what are innovative ways to attract BOSSes to the store?

* Once in the store, what are the most important activities in retaining the BOSS? (Select up to three choices.)

Creating a relationship of trust by explaining the importance/process of each service

Providing proactive updates and transparency to the BOSS

Providing a comfortable environment for the BOSS to wait in (WiFi, chairs, coffee, etc.)

Discussing with and educating the BOSS about additional issues in need of attention

Recommending additional services to create a sense of expertise

Leveraging prior records (if they exist) to ensure the BOSS knows we know them/their vehicle

Making a follow-up call to the BOSS to capture feedback

Other

Optional: Based on your selection or other ideas that were not included, what are innovative ways to retain the BOSS?

* What are other auto repair and maintenance service providers in your market doing well? (Select all that apply.)

Speed of service

Keeping the BOSS informed

Advertising and spreading awareness

Promotions/discounts

Lower pricing

Fixing issues the first time

Targeted and timely promotional offers to build customer loyalty

Other

* How could you be more competitive to BOSSes in your market? (Select up to three choices.)

Creating targeted and timely promotional offers to build customer loyalty

Improving advertising (channels, message, etc.)

Increasing brand selection of tires

Offering more competitive pricing

Creating a better loyalty/rewards program

Offering enjoyable in-store amenities

Providing additional training to staff members

Providing innovative new services such as complementary shuttles, remote tire changes, etc

Other

* Please enter your six digit store number.