According to Auto Value and Bumper to Bumper, this program takes customer feedback to the next level. The program is designed to drive customer loyalty through features such as instant feedback messaging and dashboard-style reporting metrics, which will enable Auto Value and Bumper to Bumper certified service centers to retrieve real-time customer service data.
“Our Certified Service Centers serve millions of customers each year, so customer service is the lifeblood of our business,” said Jon Owens, vice president of sales and market development for Auto Value/Bumper to Bumper. “Until now, we relied on mail-in surveys or other antiquated methods to gather customer feedback. With Agility Metrics’ customized web portal design for each of our service centers, we’re able to aggregate the data collected to measure service quality and ensure consistency across the U.S. and Canada, and use it to improve our performance or instantly respond to a negative experience. It’s already paid dividends for us, and we’ve only had it activated for about a month.”
With the program, participating shops have access to real-time customer feedback on a variety of topics, including overall customer satisfaction, customer loyalty, quality of service, store appearance, as well as information about their customer base. In addition to unit-level reporting for service centers, shareholders and the headquarters office have access to aggregated customer satisfaction and loyalty reports about the car care experience.
“This new program is a real game-changer at all levels of the supply chain,” said Richard Pridham, CEO and president of Agility Metrics. “Key sales and marketing personnel will gain high-level visibility into customer satisfaction and loyalty trends, while certified service center owners will be empowered to provide first-rate customer service and gain tremendous insight into customer thoughts, behaviors and expectations, which in turn enable them to uphold the Auto Value and Bumper to Bumper repair Code of Ethics.”
Armed with real-time customer insights, Auto Value and Bumper to Bumper certified service centers will be better positioned to strengthen customer loyalty and take preemptive action to address negative or unsatisfactory experiences that would otherwise lead to complaints, refunds and defections. This further reinforces Auto Value and Bumper to Bumper’s commitment to consistent, quality, customer service across their vast network of certified service centers, the company noted.