The Tire Franchise Customers Trust
Discover why Big O Tires is a great fit
Big O Tires is the largest tire store franchise in the United States, with around 400 franchisee-owned locations in 19 states. The company has been serving customers since 1962, which makes it one of the longest-established auto service franchises.
Big O Tires established its name by selling tires, but that’s not all it does. In fact, about 40 percent of its revenue comes from other services, including brake jobs, oil changes, alignments, suspension work, battery replacement, transmission fluid exchanges, cooling system exchanges and fills, brake fluid exchanges, power steering fluid exchanges, new wiper blades, belt replacement, radiator repairs and headlight and taillight replacement.
Selling a set of tires is just the beginning of a long relationship between a Big O Tires store and a customer. Big O’s industry-best warranties — which include free tire rotation, free balancing and alignment checks, tire replacement and road hazard assistance — keep customers returning to its stores for years. Each time a customer visits a Big O Tires store, associates give their car a quick inspection to make sure everything is safe and that routine maintenance needs are being addressed. Big O Tires keeps careful records of all the services customers have received and may need in the future.
Big O’s attention to detail has helped it win accolades from customers.
In spring 2012, we worked with independent ad agency Barkley to conduct consumer insight research with over 840 Big O customers to better understand our customer relationships. The results were astounding. Findings demonstrate that Big O’s customer satisfaction numbers aren’t just good — they are stratospheric. Based on this research, our Net Promoter Score (NPS), a measure that gauges overall satisfaction, is 70 — an elite score that positions Big O Tires in the same category as Nordstrom, Apple, Google and Trader Joe’s. Not bad for an auto service company! Our customers love us, which is why they keep coming back.
The industry market itself is huge. New tire sales in the United States totaled $37.8 billion in 2012, according to Modern Tire Dealer, and of more than three-quarters of Big O’s locations generated at least $1 million in revenue in 2014, and over 30% generated $2 million or more in sales.
There’s no shortage of demand. People need tires — we’re still a long way away from flying cars — so Big O’s mission is to offer better service than customers can get anywhere else. Big O has earned the slogan, “The Team You Trust,” by serving generations of customers and treating them like neighbors — which they are. Big O franchises are locally owned by people who get to know their customers, their customers’ kids — eventually, their customers’ kids’ kids. It’s not unusual for a longtime Big O Tires store to serve several generations of a family. Click on the “Learn More” button below to read about how Big O earns that loyalty and why it’s so important.