CLEVELAND, OH Members of Sherwin-Williams Automotive Finishes Corp.’s (SWAFC) A-Plus value-added program will soon have a new real-time tool to monitor their shop’s Customer Service Index (CSI). SWAFC has partnered with CSI tracking organization Customer Research Inc. to offer this new program.
“In order for collision repair centers to succeed and prosper today, 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 shop owner or manager to monitor and manage their employees’ performance, as well.”
A-Plus members also have the ability to pull specific types of survey results, covering their preferred data range, anytime — day or night. Within the survey results, there is also a Customer Relationship Management Tool which allows members to open a “Customer Tracking Report” to track unresolved issues and the complaint resolution process in real time. In addition, members can “trend” comments from surveys to build summary reporting based on customer feedback.
SWAFC A-Plus members are eligible for this service at a nominal charge. A-Plus members pay a one-time set-up fee of $50 and $2.50 per customer contact; or a minimum of $100 per month.
For more information about SWAFC’s A-Plus program, visit: http://www.SWAPLUS.com.