Fix Auto - Index

Fix Auto - Magazine02-en - Index

technology
at the service of
the customer
CSI, or Customer Satisfaction Index, is an
infor mation management tool that we could
no longer be without. It enables us to control
the product from a central location by managing
the most important data of all: feedback
from the customer.
The CSI is a form of security for insurers
and a direct way for customers to get their
views heard. It’s also a performance tool for
members, who can obtain real-time reports
via the Web in order to evaluate a quote and
act on it quickly.
The cSI is a performance tool
for members, who can obtain
real-time reports.
From the customer feedback obtained, we
build a permanent database. Warning signals
alert us automatically when established standards
are not being met. We can then step
in from a well-informed position with any
shop to ensure improvement of one or more
aspects of the service: training, attitude,
technique, etc.
In its application, it’s clear that the CSI provides
added value and a competitive advantage
for Fix Auto, sometimes in unexpected ways.
Insurers, for example, can see there are fewer
complaints to deal with and that we can thus
spread the workload. Many large insurance
companies have their own CSI systems. Since
they recognize our expertise in this area, it has
become usual practice for them to entrust
data to us on our sales representatives with
whom they are in contact every day. As well
as merging our statistics with theirs, we
resolve any disputes that occur by following
up with the policy-holder and the shop
concerned. Without the CSI, an occasional
customer grievance can sometimes be inaudible
to the repairer, yet do irreparable
damage (even for a good craftsman!) through
negative word of mouth. It’s clearly preferable
to take the initiative. Most major insurers
expect satisfaction standards to be professionally
demonstrated as a basic accreditation
criterion for body shops.
The Customer Satisfaction Index can no longer
be considered a luxury: it’s indispensable in a
market in which no-fault has become the norm.
MARK MAGAZINE || 39