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This article originally appeared in the June 2002 Issue of INSIGHT
TrendLine
Shop Usage of Customer Satisfaction Indexing
| Does your facility use customer satisfaction indexing to monitor your customers' opinion of your business performance? | 2002 | 2000 | 1998 |
| Yes. In-house | 14% | 24% | 34% |
| Yes. Third-party | 52% | 49% | 60% |
| Yes. Both in-house and third-party | 24% | 12% | 0% |
| No. | 10% | 15% | 6% |
| Percentage of respondents that believe long-term tracking has improved shop performance: | 94% | 83% | 91% |
| Type of CSI tracking used: | |||
| Telephone | 57% | 50% | 62% |
| Mail reply card | 31% | 41% | 38% |
| Both phone and card | 12% | 9% | 0% |
| Satisfaction of respondents using CSI providers: Rating on a scale from 1 to 5, with 1 being Poor and 5 being Excellent) |
|||
| AutocheX | 3.5 | 3.9 | |
| CSiComplete | 3.9 | 3.6 | |
| DuPont AOQ | 4.4 | ||
| INSIGHT | 4.5 | 3.9 | |
| Customer Research | 3.9 | ||
| Overall satisfaction with CSI program used: | 4.1 | 3.8 |
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