JAX Tyres & Auto St Marys is capping off a transformative 20 months since the takeover by new Franchisee, Mark Spiteri, by being shortlisted for an Australian Small Business Champion Award, set to be handed out at a prestigious ceremony in Sydney on 12 and 13 April.
Nominated in the ‘Automotive Mechanical Repairs’ category, alongside small businesses spanning everything from fashion to agricultural services, JAX St Mary’s was assessed against rigorous criteria analysing everything from sales performance to safety standards.
Being named as a finalist is warm recognition for a local business that has been on an impressive upward trajectory since the arrival of new franchisee, Mark Spiteri, in July 2022. Not only has the business increased customer volume, but it’s grown its dedicated team, while improving its reputation and standing with customers.
The store’s NPS (Net Promoter Score), a measure of how likely customers are to recommend a product or service to a friend, has seen an impressive increase and remains steady at over 84, while their Google rating sits at 4.7. For context, a NPS score sitting in the 70-100 category is considered excellent especially when you consider the automotive category sits around 55 NPS.
The addition of new mechanics and front of house staff to the growing team have been key to keeping customers happy, something which Mark says is central to the business’s growth. That customer experience wouldn’t be possible without the team trained and motivated to deliver it, with Mark proud to put as much time, money, and effort as possible into attracting, retaining, and supporting his staff, through everything from significant investments in equipment and working environment, down to the high standards he holds himself and his staff to.