ARA's Gold Seal Program's Customer Research Company of Choice, Partners with Sherwin-Williams for A-Plus Program
Parts & People Northern California Edition
Members of Sherwin Williams Automotive Finishes Corp.'s (SWAFC) A-Plus value added program will soon have a new tool to monitor their shop's customer service index (CSI).
In partnership with Customer Research Inc., SWAFC A-Plus members are eligible for this valuable service at a nominal charge.
"In order for collision repair centers to succeed and prosper, they need a handle on their customers' experience at their facility," said Ken Melcher, A-Plus Program manager. "The CSI program from Customer Research Inc. provides an in-depth look at the entire vehicle repair process, from the time the estimate is written to when the vehicle is delivered. In addition, it allows a ship owner or manager to monitor and manage their employees' performance as well.
Following each repair, a Customer Research Inc. representative contacts the customer by telephone and reports the results immediately to the shop owner via email (to an unlimited number of addresses) and the Customer Research Inc. Web site.
"Because the feedback from Customer Research Inc. is immediate, it allows a shop owners to rectify any negative situations in an extremely timely manner," Melcher said, A-PLus members also have the ability to pull specific types of survey result, covering their preferred data range, at any time.
Within the survey results, there is also a Customer Relationship Management Tool that allows members to open a "Customer Tracking Report" to track unresolved issues and the complaint resolution process. In addition, members can "trend" comments from surveys to build summary reporting based on customer feedback.
