Case Study: Meineke Car Care Centers achieves improved customer experience and boosts ROI with Marchex Speech Analytics

Meineke Car Care Centers - Customer Case Study

Meineke Car Care Centers, a franchised international automotive-repair chain with more than 900 locations, relied heavily on phone calls to schedule appointments and drive customer satisfaction. With thousands of calls daily, Meineke struggled to ensure agents followed required scripts—secret shopper programs were too costly and call sampling produced inaccurate or skewed results—so they engaged Marchex and its Marchex Speech Analytics solution.

Marchex implemented Marchex Speech Analytics with agent script tracking to measure script adherence on every incoming call, flagging required phrases and identifying agents or locations that needed coaching. By scaling speech analytics across hundreds of locations, Marchex gave Meineke actionable insights that improved customer experience, optimized sales performance, measured store performance for every call, and drove a measurable lift in ROI and bottom-line results.

Meineke Car Care Centers

Mo Khalid

VP of Operations