Jackson Hewitt has an extensive field operation with numerous frontline employees spending up to 90 percent of their time on the road and assessing individual store performance metrics. Before implementing GoSpotCheck, these staff members used a software platform to complete field surveys, but it lacked flexibility related to directions, navigation, and survey completion.
We have better reporting, which we didn't have before, and we improved our tracking system," said Hernandez. "Now we can track which items are pending and see who has actually fixed them.”
Due to the nature of Jackson Hewitt's franchise system, including its network of Walmart kiosks, locations often change hands between the company and individual franchisees. The on-site reports compiled through GoSpotCheck have provided valuable information for Jackson Hewitt's leasing department during these negotiations.
For example, franchisees can use compliance data to flag safety hazards with building landlords to bring things up to code or negotiate reduced rental fees. Jackson Hewitt can also leverage location data and the valuable insights contained within as an incentive when selling sites to franchisees.
In one instance, while negotiating the sale of an existing Walmart location, representatives reviewed GoSpotCheck reports to determine if the on-site kiosk would need to be replaced, either by the prospective franchisee or by Jackson Hewitt, or if it could be packaged into the deal as an asset. The condition of the kiosk could then be used to negotiate a more favorable contract, depending on whether the franchisee was looking at the added expense of replacing the machine itself.
Although this is a relatively new application of its field data, Jackson Hewitt has already found a great deal of success using GoSpotCheck reports as bargaining chips during the lease-negotiating process.
These kinds of insights into customer behavior are invaluable to a brand as image-conscious and focused on convenience as Jackson Hewitt.
Along the way, GoSpotCheck has offered round-the-clock support to answer any questions, troubleshoot, and improve the platform's implementation.
The entire GoSpotCheck team — from demo to contract execution to implementation and survey creation — has just been stellar. The caliber of employees and the level of customer service has been second to none.”
Using GoSpotCheck, the Jackson Hewitt team has been able to identify under performing locations, non-compliant franchises, and invaluable market and consumer trends. With real-time data and structured reporting, GoSpotCheck continues helping Jackson Hewitt drive sales and perfect the customer experience nationwide.