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Features
- Four reports per year
- Anonymously benchmark your performance against other repairers
- Survey up to 200 customers per quarter
- Capture enquires for replacement car (premium service)
Your Results
CSM provides clear, easy to read charts. For example, one of the first 'touch points' when a customer uses your service is your reception. We help you ask your customers the right questions.
Is the following an example of your receptions performance?
Straight away you can see three scores are moving towards upper quartile (over 50%), but unfortunately, the key information your customer needs (being updated during the repair) is not good.
However, this isn't as bad as you may be thinking. The above chart is actually your second set of results since joining the programme. And when we look at your results over time, we can see that your initial results were much lower.
But you might be thinking, how do I pay for this?
OK, lets think about the service you offer. You repair cars. How many vehicles go through your business with additional work that the customer might purchase?
This research asks your customers "Was there old damage on your vehicle, unrelated to the main repair?"
This particular repairer is now aware that 40% of his customers have additional work. The challenge then becomes training the sales staff (estimator) to upsell whilst the vehicle is still in the bodyshop.
You do the calculation, but if the repairer is competing 50 repairer per week, and the estimator closes 10% of the additional old damage opportunity at a rate of £100 / repair (SMART or small repair) a conservative guess would be an additional £24,000 / Yr.
You now have a management tool that consistently delivers the results you need to manage your business. This will help you improve your customer service, which in turn will positively influence repeat purchase.
Areas Measured
We measure areas that will affect your business including:
- Your reception: 6 areas
- Your estimator: 7 areas
- Additional damage (upsell): 2 areas
- Overall experience: 4 areas
- The customers insurer: 2 areas
- Referral level (net promoter score): 1 area
- Next vehicle purchase: 4 areas (premium service)
Why should you be thinking of this?
Firstly, the main reason people repeat purchase a service is the quality of customer service level. This is a programme that will help you differentiate your service from your competitors.
Second, you are probably very busy, and you are thinking that this is just another task, cost, distraction... Well yes it is, but you can turn this cost into a benefit.... there are two additional sales opportunities within the bodyshop, both are covered below.
Third, by outsourcing this activity, you demonstrate to your customers you are professional, the price per repairer is very cost effective when compared to doing it yourself. Also by outsourcing you know it will happen on time, to budget. But most importantly you get another three benefits:
- CSM is independent, your customers will respond to us as there is "no risk" to them, they can remain anonymous
- This is a benchmark, so you can see your results compared against your peers (all reports are coded, you will see all results, but only know which one is you)
- This is also a tool to help you increase sales
What do we deliver for you?
CSM provides an independent method to measure customer feedback. The programme outputs give you clear direction on where you need to focus on your business. This enables you to manage by exception, that means, focus your resources where they are most needed.
How Does it Work
The process has been designed to make the benchmark as easy as possible for you, whilst delivering a quality service, complying with data protection and being value for money:
- You export customer data from you bodyshop management system
- We clean the data to comply with Data Protection Act
- We mail the survey to your customers
- Customers return the survey to CSM
- Data entry
- Data analysis
- Build report
- Results sent to you as an electronic document
Without going into the detail of all our questions and all of the benefits. This is what we do every day, we would love to deliver a professional service for your business.
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