DriveGreen turns to ‘mystery shopper’ to enhance emission testing
service
In a move aimed at both evaluating and improving the company’s
service and customer satisfaction levels, DriveGreen, the country’s
premier vehicle emission testing service provider, announced the
continuation of the company’s ‘mystery shopper’ program that would look
to ensure employees’ service levels are at their highest.
The mystery shopper program that has been periodically carried out by
Drive Green each year since 2009 and which entails random unannounced
emission tests carried out nearly 150 DriveGreen’s fixed testing
locations as well as their semi-fixed and mobile testing stations.
The program has so far resulted in constantly improved customer
service levels according to the company, and since then and has allowed
DriveGreen to elevate and constantly improve customer service and has
had a positive effect on the company’s ability to retain repeat
customers.
In addition, to ensure completely independence and zero bias, the
mystery visits have been carried out by individuals not connected to the
company in any way and may also involve the services of a
non-governmental organisation to carry out and manage the program in the
near future, which would offer more valuable feedback on the measures
needed for improvement.
For the majority of vehicle owners in Sri Lanka, the need to test the
emission levels of their vehicles only arises once a year. That is, at
the time of expiration of a vehicle’s revenue license and due to the
mandatory emission test being a strict prerequisite of the renewal
procedure.
The vehicle concerned has to adhere to a certain permitted emission
level in order to be licensed by the authorities to be driven on public
roads.
This measure was introduced by the Government to address the
country’s growing concerns with regards to pollution and air quality
levels, which has led to a surge in respiratory and other related
illnesses.
The World Bank in a recent report had outlined Sri Lanka’s
vulnerability in this area stating that, “while Sri Lanka is an early
achiever on indicators of protected area, ozone depleting substance
consumption, safe drinking water and basic sanitation, it has stagnated
backward on forest cover and CO2 emissions”.
This is a clear warning to not only policy makers but the general
public as well, of which it is vehicle owners that contribute the most
towards depletion, on the needs to support the improvement of the
country’s air quality levels by regular vehicle emission checks and
appropriate remedial measures.
DriveGreen has one of the largest networks of emission testing
centres, with nearly 150 locations spread throughout the country.
DriveGreen testing centres are also unique, where they not only offer a
near 100% accurate emission test report but also provide customers with
an Estimated Fuel Wastage Report (EFW Report) free of charge.
This report details unnecessary fuel wastage caused by poor
maintenance and offers guidance on simple maintenance procedures which
would directly lead to much better fuel economy culminating in
significant savings as well.
The ‘mystery shopper ‘concept has been very successfully used by many
large retail companies in the US in order to self-evaluate and enhance
their levels of customer service in their retail outlets.
With specially trained mystery shoppers akin to professional auditors
for a company’s customer service department, they are trained to know
what qualities to look for and measure in the staff and the services
they provide.
These measures coupled with DriveGreen’s newly upgraded emission
testing centres which now feature new improved customer areas, increased
parking facilities, large gardens that create a greener, more pleasant
environment and most importantly centres situated at convenient central
locations, customers can not only be assured of the comfort, reliability
and quality that DriveGreen has been known for but at a constantly
enhanced level to suit their ever growing needs. |
