Customer Satisfaction Indexing

Finally, a CSI that tells you what's really on your customer's mind.

Designed specifically for the collision industry, Performance Feedback goes beyond just a number score to capture customer's actual comments - giving you a more complete picture of your shop's performance. Rather than simply gathering statistics, use your CSI to link the voice of the customer to real continuous improvement.

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Multiple uses for data and customer comments:

Human Resources

• Readily available data for employee reviews
  • Much easier to establish a system of regular employee reviews
• Reviews based on objective data, not subjective thoughts
  • Employees feel they are being treated fairly
• Careful analysis of data
  • Leads to improved training methods
  • Pinpoints area that employee requires extra coaching in
  • Allows you to begin employee review focusing on an employee’s strengths
    • Employee will then be more open to constructive feedback
• Demonstrate your commitment to identifying top performers and recognizing them

Marketing

• Select key compliments for marketing communication materials
• Identify where your referrals are coming from
  • Make cost effective advertising decisions
• Gather statistics based on vehicle make and model that allow you to effectively market to dealerships

Operations

• Analyze negative comments to identify trends
  • Fine tune your best practices
  • Improve the repair process
    • Assign tasks to employees to address customer service issues
    • Prioritize improvement areas based on customer feedback
• Analyze negative comments to identify the root cause
  • Go beyond just treating the symptom
    • Example, the customer gives a repair facility a below average score on repair quality
  • Find out what is behind the problem
    • In the comments section, the customer reveals that he didn’t know before-hand that a LKQ fender would be used
  • Define the real problem
    • The real problem is the type of explanation that the customer received during the estimate process
  • Modify your training program