Your Source for Up-To-Date News and Research on the Collision Repair Industry 

 

click here to subscribe to the FREE INSIGHT Editor's Desk News Alert Email

SUBSCRIBERS-ONLY
Today's News
INSIGHT This Month
INSIGHT Archives
Survey Center
Letter to the Editor

Business Tools
Subscription Information
CSI Reporting
Financial Analysis
IRS Audit Guide

Management/
Technical Info
Market Watch Rates
INSIGHT Inside this month's issue...

Feedback
Letter to the Editor

CertifiedFirst Network Continues to Grow

The CertifiedFirst Network, the PPG North American group of quality-rated auto body repair shops, has welcomed the 900th collision repair center to its program.

"Since we introduced the CertifiedFirst Network in October of 2000, collision repair centers across the United States and Canada have been applying to participate in the program at a rapid pace," said Mary Kimbro, director of the CertifiedFirst Network. "The number of shops in the Network today is validation that our approach works. We use business-building tools - things like marketing support, training and access to increased business opportunities with insurers and fleet management companies - to help strengthen shops. The other key ingredient is the third-party verification of facility standards and customer satisfaction."

CertifiedFirst Network shops are located in 44 of the 48 continental United States, as well as in five of the 10 Canadian provinces. Currently, an additional 300 collision centers are undergoing the Network's third-party verification process.

The Network's high standards for participation remain constant as the program grows, with many shops making facility and customer service improvements in order to qualify to participate. Overall, 30 percent of shops that applied to participate in the CertifiedFirst Network did not qualify on their first attempt.

"The CertifiedFirst Network focuses on helping participating collision repair centers provide superior customer service," Kimbro said. "We're looking forward to welcoming shop 1,000 very soon."

One of the most important aspects of the Network is that the standards required to be met by participating auto body repair shops are verified by independent third parties. The standards, consistent across the CertifiedFirst Network, are divided into two major categories - an evaluation of the shop itself, on aspects ranging from its facilities to employee training and ongoing measurement of the satisfaction level of the shop's customers. Underwriters' Laboratories Inc. (UL) conducts the facility verification review and Customer Research, Inc. (CRI) verifies customer satisfaction. The UL name is a familiar and trusted one, providing credibility to the Network. CRI also has a strong track record, having specialized in customer satisfaction and marketing research for the automotive industry since 1967.

©2002 Collision Repair Industry INSIGHT
All Rights Reserved

FEATURED
LINKS:

INSIGHT Supports the NABC!
Do You?